Manager - IT Helpdesk (Americas)

Overview of role

Are you a dynamic and results-oriented IT leader with a passion for delivering exceptional technical support? Walkers is seeking a highly motivated Manager – IT Helpdesk (Americas) to maximize our firm's investment in Information and Communication Technology. You will lead the global provision of frontline technical support services and proactive systems monitoring, ensuring our partners and staff have access to the best possible IT support to effectively serve our prestigious client base. This pivotal role reports directly to the Global Head of Service Delivery.

Duties, Responsibilities & Person Specification

• Develop and implement a robust performance measurement framework and facilitate feedback mechanisms for team members, focusing on customer service, communication, and technical skills to continuously enhance the quality of support and advisory services.
• Design and deliver a structured training program to expand the business, customer service, and technical knowledge of our Service Desk Professionals.
• Lead and actively participate in IT Department projects, with a key focus on preparing the Service Desk team for the seamless adoption of new services during transition processes.
• Independently resolve complex daily issues with firm-wide and business-critical impact.
• Drive Service Desk engagement in the Firm's change management, problem management, and major incident processes.
• Effectively manage the provision of necessary equipment, tools, and workspace to enable team members to excel in supporting and advising their customers.
• Oversee the procurement of essential IT hardware, including laptops, monitors, and phones, to optimize user performance.
• Develop and maintain comprehensive standard operating procedures (SOPs) for the Service Desk team, guaranteeing consistent service delivery within established security protocols.
• Develop and strengthen collaborative relationships and communication channels with other departments and external vendors.
• Maintain up-to-date knowledge of industry trends and assess their potential impact on the Firm's support services.
•  Develop, lead, and motivate a team of skilled Service Desk professionals to deliver timely and effective technical support and advice, consistently achieving outstanding customer satisfaction within the Firm's budgetary framework.

Education, Skills & Experience

• Minimum of five years' progressive experience in an IT service management role, ideally within a corporate legal environment.
• Demonstrable track record of success in an IT service management capacity.
• Comprehensive understanding of Microsoft Office suite and other technologies prevalent in the global legal market.
• In-depth knowledge of Microsoft Windows, Microsoft M365, Aderant Expert (or similar practice management system), iManage (or similar document management system), InterAction (or similar CRM tool), ServiceNow, Active Directory, Microsoft Intune, and Intapp Time.
• Proven ability to effectively manage and develop Service Desk professionals, with strong people management skills.
• Excellent presentation and training delivery skills.
• Solid IT skills, including a thorough understanding of the Microsoft Office suite.
• Significant IT delivery experience gained within law firms or other professional services organizations.
• Exceptional analytical and diagnostic skills with a proven ability to rapidly resolve technical issues.
• Outstanding customer service skills and the ability to effectively and professionally manage interactions with challenging users.

Walkers offers a dynamic working environment with opportunities for career progression and an excellent remuneration package, including a discretionary performance-based bonus, pension and fully covered health insurance for employees and 5 weeks' vacation. Remuneration will commensurate with qualifications and experience.

Please note that Walkers will not accept any applications received from agencies at this time. Only candidates selected for interview will be contacted after the closing of the role.