IT Service Desk Team Leader

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It’s an exciting time to join Fieldfisher in Belfast! Our Belfast office is experiencing significant growth as we expand our presence and strengthen our business across the region. This is a fantastic opportunity to be part of a dynamic team during a period of rapid development and innovation. We’re building something special here driven by ambition, collaboration, and a commitment to excellence.

If you’re looking for a role where you can make an impact and grow with us, now is the perfect time to come on board.

The IT Service Desk Team Leader is responsible for managing the day-to-day operations of the IT Service Desk team, ensuring the delivery of high-quality support services to Fieldfisher employees. This role involves supervising analysts, driving process improvements, and maintaining compliance with IT Service Management (ITSM) standards.

• Team Leadership: Lead, mentor, and develop the IT Service Desk team to ensure optimal performance and professional growth.
• Operational Oversight: Monitor daily operations, ensuring incidents and requests are handled efficiently and within agreed SLAs.
• Resource Management: Allocate workload effectively across the team and manage scheduling to maintain coverage.
• Escalation Management: Act as the primary point of escalation for complex incidents and service requests.
• Performance Monitoring: Track and report on key performance indicators (KPIs), ensuring continuous improvement in service delivery.
• Process Compliance: Ensure adherence to ITIL processes and internal policies across all service desk activities.
• Stakeholder Communication: Maintain strong communication with IT leadership and other departments regarding service performance and improvement initiatives.
• Knowledge Management: Oversee the creation and maintenance of Knowledge Base articles to support first-time resolution.
• Continuous Improvement: Identify opportunities for process optimization and implement best practices to enhance efficiency and customer satisfaction.

Will have a proven background in information technology and will possess the following skills and experience:

• Leadership
  
  Skills:
  
  Proven ability to lead and motivate a team in a fast-paced IT environment.
• Technical Expertise: Strong understanding of IT infrastructure, applications, and common enterprise systems.
• Service Management:
  
  Experience with ITSM tools and frameworks, particularly Service Now and ITIL.
• Communication: Excellent interpersonal and communication skills for engaging with stakeholders and team members.
• Problem-Solving: Ability to manage complex issues and drive resolution under pressure.
• Analytical
  
  Skills:
  
  Competence in interpreting data and producing actionable insights for performance improvement.

• Training & Development: Support team members in professional development and technical training.
• Customer
  
  Experience:
  
  Champion a customer-first approach, ensuring high satisfaction levels.
• Reporting: Prepare regular reports on service desk performance for senior management.
• Project Participation: Contribute to IT projects and initiatives, ensuring service desk readiness for new technologies and processes.
• Experience with ITSM Tools: Advanced knowledge of Service Now for incident, request, and knowledge management.
• Familiarity with Enterprise Systems: Exposure to:
  • Active Directory (on-prem and hybrid)
  • Microsoft 365 Suite (Teams, Outlook, SharePoint)
  • Azure AD for identity management
• ITIL Certification: ITIL Foundation or higher.
• Leadership
  
  Certifications:
  
  Relevant management or leadership training.
• Remote Support Tools: Experience with SCCM, Intune, or similar.
• Reporting & Analytics: Ability to create dashboards and reports for trend analysis and SLA compliance.
• Strategic Thinking: Capability to align service desk operations with organizational goals.

• We don't have a type. We believe our differences are our strength; varied cultures, approaches and experience can only benefit us.

• You can be yourself: It takes everyone to make us who we are. We’re a culture of diverse…