Global Service Desk Senior Manager

We have an exciting opportunity for a Global Service Desk Senior Manager to join our growing IT team based in the A&O Shearman Belfast office. The core of the global technology department's mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30+ countries. To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale.

The Team - Technology Services deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences. Reporting to the Head of Global Service Desk, this role will provide leadership, vision and direction for the Global Service Desk to deliver exceptional service to our customers. This role is a member of the Global Service Desk team and is responsible for managing and motivating a global team, located in Singapore, New York and Belfast. The team provide 1st & 2nd line support to a large and global user community, operating 24/7/365, utilising a follow the sun support model. The role is accountable for leading and developing the service desk function, ensuring high-quality, efficient customer support, managing team performance and resources, driving service improvements, and acting as a strategic escalation point for complex issues and evolving business needs. The role will also be responsible for deputising for the Global Head of Service Desk.

What you will do:

• Provide direction, mentorship, and support to three direct-report managers to ensure the effective delivery of IT support, ensuring a consistent approach and 24/7/365 coverage.
• Responsible for compiling, reporting, developing, monitoring and driving delivery of SLA's & KPI's.
• Establish regular service review meetings with key stakeholders to discuss performance, challenges and service improvement opportunities.
• Develop, support and champion a continual service improvement culture and approach to achieve operational excellence.
• Engage and collaborate with the wider IT Organisation to ensure seamless end to end support and a customer first approach.
• Champion a customer centric culture to deliver a world class service to ensure strong levels of customer satisfaction and engagement.
• Actively seek and evaluate customer feedback to understand the customer experience and customer satisfaction levels.
• Serve as a point of escalation for customer complaints, ensuring the highest levels of customer delight are achieved.
• Perform proactive analysis on Incidents and Service Requests to identify problems and opportunities for improvement.
• Analyse the impact of new services or changes on Service Desk and develop solutions to minimise impact to the team and service.
• Work as part of the Technology Services leadership team to collectively define, implement and operate the IT Organisation IT service management strategy.
• Promote the use of ITSM tools and technologies, identifying opportunities for automation and self-service to improve efficiency and the user experience.

What you will have:

• At least 10 years' experience successfully managing a Global Service Desk, with at least 5 years' working in a service desk senior management role, within a complex IT environment, preferably within the legal or professional services sector.
• Deep knowledge and understanding of ITIL framework.
• Demonstrated ability to drive service improvement initiatives and elevate customer satisfaction metrics.
• Excellent leadership, communication and stakeholder management skills.
• Experience working in a fast paced, complex and multicultural environment.
• A proven track record of IT strategic planning, design, and operations processes.
• Strong knowledge of current IT and data market trends and technology innovations.
• Proven track record of managing large globally multicultural dispersed teams.
• Excellent stakeholder engagement and communication skills.
• Excellent business acumen and understanding of how the firm is positioned in the market.
• Ability to lead and develop teams.
• Promotes the firm's values at all times and fosters collaborative working relationships with a wide range of people and departments.
• Travel is an integral part of this role, regular trips to Singapore and New York will be a requirement.

A&O Shearman is a global industry-leading law firm, with nearly 50 offices in 28 countries worldwide. Our fluency in English law, US law, and the laws of the world's most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future. We offer exceptional opportunities for our people; opportunities to work for the world's leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients. Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development; we are committed to an inclusive environment, and we provide support and ways of working that help you optimize your wellbeing.