Service Desk Manager (3 month FTC)

Norton Rose Fulbright
08 Sep 2017
20 Sep 2017
Contract Type
Service Desk Manager (3 month FTC)

Job description

The Team

The IT Service Desk provides a proactive, centralised first/second line on-site support service to customers in Norton Rose Fulbright's London office and other International offices.

In addition to the Manager position, the team consists of three role types:-

  • 1 st line Service desk telephone/email support consisting of a team lead and 11 day staff
and 3 overnight staff

  • 2 nd line Desktop support team consisting of a team lead and 3 staff
  • ITUA Team of 2 people focused on IT User Admin activities for EMEA
The key focus of the team is to deliver a world class IT service to the business.

The Role

Reporting to the Head of Service Delivery EMEA, this role requires a proactive, well-organised, self-motivated individual capable of organising resources in line with the changing daily service requirements. The candidate must have high analytical and problem solving skills along with excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels.

The role will involve but is not limited to the following:

  • People Management
  • Co-ordination of the team
    - Working with the Team Leads to ensure focus on achieving KPIs, whilst maintaining a high level
of morale.
- Team management to flex resources between 1 st and 2 nd line to cater to the daily volumes,
allowing team meetings to take place and new initiatives to come from the team.

  • Quality Management
    - Implementing 'quality management' within the Service Desk to ensure customer service
    standards exceed expectations. Using methods such as balanced scorecards, to review quality of
    live telephone calls and tickets logged.
  • Process Management
    - Ensuring that working practices and processes exists, are robust, standardised, repeatable and
    support the Service Desk team's day to day activities.
- Reviewing processes quarterly for potential improvements, ensuring that they are in line with
security, audit and compliance requirements.

  • Analysis & Reporting
    - Undertaking responsibility for trend analysis, reviewing weekly/monthly data to understand the
    Top 10's of areas such as Categories and Customers. Putting into place actions to mitigate
    repeat trends.
  • Knowledge Management
    - Development and ownership of the team's knowledgebase (procedures, policies and standards),
    designed to introduce industry best practice.
    - Ensuring that the team contribute to and use this centralised repository.
  • Incident Management
- Act as a 'Major Incident Manager' when there is a severe impact/outage to the customers.
Responsible for arranging war rooms (technical meetings) and communicating to IT/customers as

  • Project Management
    - As and when required, take responsibility for the planning and resourcing of the small scale
    Recurring projects such as Partner Conferences, Trainee Seat Moves, International
    Academies, as well as ad-hoc demands (e.g. memory upgrades).
Skills and Experience Required

  • Exceptional customer service experience and focus.
  • Clear Stakeholder management both written and verbally
  • Proven experience in team supervision, work load prioritisation.
  • Managing, improving and driving Key Performance Indicators.
  • Quantifiable experience in ITIL service management disciplines: Incident, Problem & Change.
  • Ability to manage personal and team workloads (including management of team rotas).
  • Proven ability to be able to measure and monitor the team's operational performance through agreed KPIs.
  • Providing management reports at senior management level on both team and analyst performance.
  • Significant experience working directly with high profile, VIP customers and partners in a demanding and time critical environment.
  • Ability to troubleshoot and understand the customers' requirements, to be able to deliver the right
solution to meet their 'needs' rather than their 'wants'.
  • Process driven, with the ability to focus on the end result/be a completer, finisher.
  • Analytical and attention to detail.
  • Excellent written and communication skills.
  • The role requires the proven ability to prioritise personal and team workloads to meet daily changing
business requirements. The candidate will play a very active role in the day to day 'business as
usual' co-ordination of the team. The ability to re-prioritise team and personal workloads as required
throughout the day is essential.
  • Working with 3 rd party vendors.
  • ITIL qualification.
  • Ability to work on a global level as part of a global Service management team
Candidates must have knowledge of supporting the following:
  • Windows 7
  • Microsoft Office 2010 or above
  • Signify/RSA tokens and software tokens
  • Blackberry/BES and 3G mobile devices - configuring and troubleshooting
  • MobileIron (or other Mobile Device Management solutions)
  • Apple products
  • Printing solutions (desktop and MFD)
  • Active Directory
  • Dealroom / File transfer solutions
  • Mimecast email management
  • SCCM (reporting, collection management, log analysis)
  • Worksite DMS (or other Document Management Systems)
  • Document Management tools
  • Expert, CMS, Interaction
Shift information

  • The IT Service Desk Team currently works an 8am-8pm (UK time) shift pattern as well as a separate overnight shift
  • Team Leads are required to provide cover between 8am and 6pm.
    The Service Desk Manager may be required to provide cover in the absence of a Team Lead.
  • Candidates should be willing to work additional hours as required to fulfill the requirements of the
    This may include extended shifts and occasional weekend work.
Candidates may also be required to provide out of hours and on call support escalation.

At Norton Rose Fulbright we welcome receiving direct candidate applications via our careers page.

If you would like to ask any specific questions beforehand, please contact Simon Bristow at (enquiries only please - we do not accept applications by email)


Diversity and Inclusion

At Norton Rose Fulbright we value difference and promote a culture of respect for each individual. We encourage workforce diversity in all aspects and at all levels and in doing so create an environment where everyone can realise their full potential and career ambitions on the basis of merit and skill.

If you are unable to apply for a position online or require any reasonable adjustments during the recruitment process, please contact our Recruitment team on

The Norton Rose Fulbright office in London has been awarded the Disability Two Ticks Symbol by Jobcentre Plus. The symbol identifies those employers who have agreed to meet five commitments regarding the recruitment, employment, retention and career development of disabled people.

We want to support your application as best we can. For that reason, we operate a Guaranteed Interview Scheme (GIS). This means that applicants with a disability need only meet the minimum qualifying criteria for a role to qualify for an interview under the scheme.

To find out more about Diversity and Inclusion at Norton Rose Fulbright please click on the following link

Norton Rose Fulbright

Norton Rose Fulbright is a global law firm. We provide the world's preeminent corporations and financial institutions with a full business law service. We have more than 4000 lawyers and other legal staff based in Europe, the United States, Canada, Latin America, Asia, Australia, Africa, the Middle East and Central Asia.

Recognized for our industry focus, we are strong across all the key industry sectors: financial institutions; energy; infrastructure, mining and commodities; transport; technology and innovation; and life sciences and healthcare. Through our global risk advisory group, we leverage our industry experience with our knowledge of legal, regulatory, compliance and governance issues to provide our clients with practical solutions to the legal and regulatory risks facing their businesses.

Wherever we are, we operate in accordance with our global business principles of quality, unity and integrity. We aim to provide the highest possible standard of legal service in each of our offices and to maintain that level of quality at every point of contact.

Norton Rose Fulbright Verein, a Swiss verein, helps coordinate the activities of Norton Rose Fulbright members but does not itself provide legal services to clients. Norton Rose Fulbright has offices in more than 50 cities worldwide, including London, Houston, New York, Toronto, Mexico City, Hong Kong, Sydney and Johannesburg. For more information, see

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