Service Desk Manager - The Phoenix Group : Job Details

Job Summary: The Service Desk Manager oversees the day-to-day operations of the IT service desk within a law firm environment. This role ensures the delivery of high-quality technical support services to attorneys, staff, and clients. The Service Desk Manager will lead a team of technicians, establish performance standards, and drive continuous improvement to align IT support with the firm's strategic goals.

• Supervise and manage a team of service desk analysts and technicians.
• Recruit, train, mentor, and evaluate service desk staff.
• Foster a culture of accountability, collaboration, and excellence within the team.
• Oversee the daily operations of the IT service desk to ensure timely and effective resolution of incidents and service requests.
• Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service delivery.
• Implement and manage ticketing system workflows and escalation procedures.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 5+ years of experience in IT support roles, with at least 2 years in a supervisory or managerial capacity.
• Experience in a legal or professional services environment is strongly preferred.
• Proficiency with service desk management tools and ITIL frameworks.
• Strong technical knowledge of desktop systems, mobile devices, networking basics, and legal software applications.
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.