IT Service Desk Manager

Job Title: IT Service Desk Manager

Ready to take your career to the next level?

We’re one of the UK’s most forward-thinking law firms, built on a foundation of innovation, collaboration, and ambition. Join us, and let’s shape the future together.

* We are in a period of exclusive direct sourcing for this role and are not currently accepting applications from recruitment agencies.

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The role in 60 seconds

• Role: IT Service Desk Manager
• Team: IT
• Location: Hybrid working from Bristol, with some travel required to our other offices when needed.
• Working Pattern: Full time
• Why this role matters: In this role you will be responsible for the day-to-day management and leadership of the IT Service Desk team which provides world class service and customer support across all our offices.

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What you’ll do

As IT Service Desk Manager, you will manage, lead and develop a team of seven engineers across four offices, delivering 1st and 2nd line support for a wide range of technical services, hardware, software, and legal applications. Working closely with the IT Leadership Team, wider IT department, and key service partners, you will ensure consistent, high-quality IT support and customer service.

In this role, you’ll:

• Oversee daily operations, including rotas, workload prioritisation, and incident/request management, ensuring resolution within agreed Service Level Targets (SLTs).
• Act as the primary escalation point for IT support issues.
• Play a leading role in Major Incident Management, coordinating resources, chairing bridge calls, issuing firmwide communications, and producing incident reports. Work closely with technology specialists on root cause analysis and remedial actions.
• Monitor team performance and provide regular, clear statistics and trend analysis narratives to drive improvement and meet business expectations.
• Collaborate with the wider IT team, suppliers, and partners to resolve complex technical issues and support the successful handover of new projects, and software upgrades.
• Ensure compliance with IT policies, procedures, licensing, and security standards.
• Support implementation of new tech, processes, and initiatives within the team.
• Work with the Head of Service Delivery to foster a culture of continuous improvement.
• Collaborate with the Head of Service Delivery to ensure the team structure and tools align with industry-standard Service Desk functions.
• Support the team during busy periods with tickets and phone calls.

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What we’re looking for

We're seeking an experienced IT Service Desk team Manager with strong knowledge of IT Service Management (ITSM) processes, methodologies, and toolsets.

In this role you'll bring:

• Good people and leadership skills, with the ability to apply empathy when required.
• Proactive problem management, building effective relationships with technical teams and 3rd party service providers.
• Able to communicate complex technical issues clearly across all levels of the business.
• User-focused approach, ensuring service priorities are consistently met.
• High technical literacy and adaptability, with an awareness of Cyber security.
• Strong problem-solving skills and solution-oriented thinking.
• Excellent written, verbal, and presentation skills, including report writing.

Technical Skills and Knowledge: 

• Strong knowledge of IT Service Management (ITSM) processes, methodologies, and toolsets.
• Understanding of ITIL best practice, specifically Incident, Change, Problem, and Knowledge Management
• Familiarity with Microsoft Windows Server Hybrid environments and Microsoft 365 solutions (including Teams, Exchange, Entra ID).
• Cyber security awareness with a logical approach to minimising risk. 

Advantageous: 

• Understanding of industry standards for Cyber Security, such as Cyber Essentials.
• Understanding of Information Security standards such as ISO 27001.
• ITIL V4 Foundation or higher certification.
• Knowledge of Microsoft Power Platform, Dynamics 365, and Microsoft Azure.
• Understanding of reporting and visualisation tools such as Power BI.
• Exposure to core legal applications such as iManage, Intapp Time, Elite 3E.
• Understanding of AI and automation technologies.

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Join a seriously ambitious firm

At Foot Anstey, we’re committed to making a difference for our people, our clients, and society. Here’s what makes us stand out:

• An ambitious growth strategy that opens up opportunities for our people to make their mark.
• A client base that spans household names, thriving startups, and ambitious enterprises.
• A culture built on our values of being refreshingly human, entrepreneurial, inclusive and collaborative.
• A strong focus on being a responsible business with a commitment to sustainability and giving back to our communities.
• Comprehensive professional development and training – whatever your role and level we have training that will support you to achieve your goals.

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Progressive benefits tailored to you

We believe our people are our greatest asset. That’s why we offer a comprehensive benefits package designed to support your professional growth and personal wellbeing, including:

• Competitive salary and performance-linked bonus.
• Enhanced parental leave policies.
• Private healthcare and wellbeing initiatives (e.g., mental health support, gym memberships).
• An open, flexible working environment.
• Find out more about our benefits and work environment here Life at Foot Anstey | Foot Anstey

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Ready to apply?

• Hit the "Apply Now" button.
  • Send us your CV and a quick note on why this role is perfect for you.
  • Our team will review your application and be in touch, whatever the outcome.
• Invited for interview?
  • With a straightforward process typically involving two interviews, our talent acquisition team will guide you through every step, ensuring you feel confident and prepared to show us what you can do.
  • We’re here to support your individual needs. If you require any adaptations or adjustments, we’re more than happy to accommodate these. Before your interview, we’ll contact you to discuss the themes we’ll cover and answer any questions you might have.
  • If you’d like to visit our offices prior to your interview or would like help testing your kit for your virtual interview, just let us know.

Let’s make your next career move the start of something extraordinary.