IT Manager
Jersey
c£72k
Our client is a Legal services company for the corporate and financial sectors, principally in the areas of banking and finance, corporate, investment funds, dispute resolution, private equity and private wealth. They also have strong practices in the areas of employee benefits and incentives, employment law, regulatory, restructuring and insolvency and property.
Key Responsibilities
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Manage the day-to-day operations of the Service Desk analysts providing IT support via phone, email, and walk ups in line with the agreed Service Level Agreements
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Be the first point of contact for Major incidents
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Communicate IT service outages and planned downtime to the business
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Conduct regular 1-2-1s with all direct reports to monitor performance, track progress on objectives, and discuss successes and challenges
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Conduct team meetings, end of year performance reviews and provide guidance with individual development plans
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Where required, utilise experience to coach, mentor and upskill the team to ensure process and best practice standards are achieved
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Meet regularly with Practice Partners and Legal Practice Managers to discuss Service support and improvements
Skills, Knowledge and Expertise
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5+ years of relevant experience in managing IT Service Desk Operations or Technical Service Desk
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Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies
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An understanding and experience in Microsoft Office 365, Windows 11, and iOS based operating system devices
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Ability to build a cohesive team and to manage people effectively
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Excellent collaboration skills, with the ability to work effectively with a broad range of internal and external parties.
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Self-motivated and able to work in a fast-paced environment with the ability to think and act independently