IT Service Desk Manager/IT Support Team Leader A fantastic opportunity has arisen for a IT Service Desk Manager/IT Support Team Leader Analyst to join our leading law firm on a permanent basis.IT Service Desk Manager/IT Support Team Leader Responsibilities and Duties:* Lead, coach, and develop a team of five Service Desk Analysts to ensure consistent, high- quality support.* Set clear objectives, conduct regular 1:1s, and manage performance through reviews and regular input to call and ticket management* Promote a culture of ownership, professionalism, and first-time resolution.* Oversee the day-to-day running of the IT Service Desk, ensuring timely and effective resolution of incidents and requests.* Monitor and manage the ITSM platform (Halo), ensuring accurate ticket categorisation, prioritisation, and reporting.* Identify opportunities to streamline support processes, introduce automation, and enhance service efficiency.* Ensure adherence to ITIL-based best practices and contribute to the development of service management policies and procedures.IT Service Desk Manager/IT Support Team Leader Knowledge, Sills and Experience:* Proven experience managing an IT Service Desk or similar support function, ideally within a legal or professional services environment.* Strong leadership and team development skills, with a track record of building high-performing support teams.* Excellent communication and interpersonal skills, with the ability to explain technical issues clearly to