At a Glance
- Tasks: Lead the IT Service Desk, ensuring top-notch support and mentoring junior team members.
- Company: Join Express Solicitors, a top-rated personal injury law firm with a vibrant culture.
- Benefits: Enjoy competitive salary, generous holiday, private medical insurance, and a 24/7 gym.
- Other info: Be part of a growing team with excellent career progression opportunities.
- Why this job: Make a real impact in a fast-paced environment while developing your IT leadership skills.
- Qualifications: 3+ years in IT service management, strong technical skills, and a customer-focused mindset.
The predicted salary is between 45000 - 45000 £ per year.
Location: Sharston, M22 4SN
Salary: Up to £45,000 depending on experience
Job type: Full time, Permanent
About Us:
Established in 2000, Express Solicitors is an award-winning, no win no fee law firm specialising exclusively in personal injury claims. Headquartered in Manchester, we support clients nationwide across all areas of personal injury, including employers' liability, serious injury, clinical negligence, occupiers' and public liability, road traffic accidents and industrial disease.
We are ranked 64th in The Lawyer UK Top 200, out of more than 10,000 law firms nationwide, and after achieving a 20% year-on-year growth, Express Solicitors are the largest personal injury claimant firm in the UK. Our commitment to outstanding client care is reflected in our Trustpilot rating of 4.8 (Excellent), placing us among the highest-rated firms in the sector.
About the Role:
Express Solicitors are seeking to appoint an experienced IT Service Desk Manager to support the day-to-day operation, maintenance, and ongoing development of the firm's IT Service Desk. This is a hands-on leadership role combining technical support responsibilities with team management, service delivery oversight, and operational coordination. The successful candidate will be responsible for leading the IT support function, ensuring high standards of service are maintained and mentoring junior team members.
Candidates should have a minimum of three years' experience as a Service Desk Manager or equivalent role. Previous experience within the legal sector would be advantageous. The role will involve supporting users across multiple offices and technologies, ensuring high levels of system reliability, user satisfaction, and continuous improvement across IT services.
Responsibilities:
- Lead and manage the day-to-day activities of the IT helpdesk.
- Allocate, prioritise, and monitor IT support workloads to ensure service levels are achieved.
- Mentor, support, and develop junior IT team members.
- Conduct regular reviews of support performance and identify areas for improvement.
- Assist the Head of IT with operational planning, project delivery, and continuous improvement initiatives.
- Ensure IT procedures, documentation, and knowledge base materials are maintained and kept up to date.
- Manage relationships with third-party suppliers and support providers to ensure service standards are maintained.
- Promote a customer-focused support culture across the department.
- Oversee onboarding processes for new starters, including equipment setup and user access provisioning.
- Provide desktop support and troubleshooting across Windows Server 2016/2022/2025 and Windows 11 environments.
- Support and maintain printers, scanners, and other network peripherals.
- Support and administration of company mobile phones and mobile device management solutions.
- Provide support for the company telecoms and IP telephony systems.
- Assist in maintaining network security systems and IT-related security infrastructure.
- Maintain accurate IT asset registers.
- Some travel to the branch office in Liverpool may be required on an ad hoc basis.
Person Specification:
Essential Skills & Experience:
- Minimum of three years' experience as a Service Desk Manager or equivalent role.
- Previous experience supervising, mentoring, or coordinating an IT support team.
- Strong knowledge of Windows operating systems and troubleshooting common technical issues.
- Good understanding of network infrastructure, connectivity, and core technologies.
- Solid understanding of computer hardware, peripherals, and endpoint support.
- Excellent analytical and problem-solving skills across a broad range of IT disciplines.
- Experience managing and prioritising workloads within a fast-paced environment.
- Experience using helpdesk/ticketing systems and working to SLAs.
- Strong communication and stakeholder management skills.
- Excellent organisational and time management skills.
- Customer-focused approach with a strong understanding of internal service delivery.
Desirable Skills & Experience:
- Knowledge of Proclaim case management software and experience working with Eclipse Legal Systems.
- Experience supporting digital dictation systems and Dragon Naturally Speaking speech recognition solutions.
- Experience with IP telephony systems such as RingCentral or Avaya IP Office.
- Previous experience working within the legal sector.
- Exposure to Microsoft 365 administration and cloud-based technologies.
Salary & Hours:
Salary of up to £45,000, dependent on experience. Our standard working hours are 8:30am to 5:30pm Monday-Thursday and 8:30am to 5pm Friday.
Benefits:
- 23 Days Holiday - Rising to 26 days, plus bank/public holidays.
- Extra Holidays - 3 holiday buy backs and an extra day for your birthday after service length requirement.
- Looking After Your Health - Private medical insurance available after 2 years' service, annual flu jab and Employee Assistance Programme.
- Looking After Your Well-being - 24/7 onsite Gym, Netball/Football team, 10km Manchester team and more.
- Work Life / Balance - Active social committee with generous departmental and firm-wide social budget.
Recruitment Process:
Interviews will be conducted by MS Teams and will include scenario-based questioning. Our employees are our most important asset, we rate skill and ability above all else and our recruitment policy encourages applications from all.
Please click APPLY to be redirected to our website to complete your application.
Candidates with the relevant experience or job titles of; IT Services Manager, Senior Service Desk Engineer, Senior IT Technician, Senior IT Desk Support, IT Manager, ITIL Service Desk Manager, Senior Support Technician may also be considered for this role.
IT Service Desk Manager in Manchester employer: EXPRESS SOLICITORS
Express Solicitors is an exceptional employer, offering a dynamic work environment in the heart of Manchester, where innovation and client care are at the forefront of our mission. With a strong commitment to employee development, we provide ample opportunities for growth, alongside a comprehensive benefits package that includes generous holiday allowances, private medical insurance, and a vibrant social culture. Join us to be part of a leading personal injury law firm that values your contributions and fosters a supportive team atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who might have insights into the legal sector. A friendly chat can lead to valuable referrals or even insider info about job openings.
✨Tip Number 2
Prepare for those interviews! Research Express Solicitors and understand their IT needs. Be ready to discuss how your experience aligns with their goals, especially in maintaining high service standards and mentoring teams.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled challenges in previous roles. This will demonstrate your analytical abilities and customer-focused approach.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the team at Express Solicitors.
We think you need these skills to ace IT Service Desk Manager in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Service Desk Manager role. Highlight your relevant experience, especially in managing teams and technical support. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Share specific examples of your past achievements and how they relate to the responsibilities outlined in the job description.
Show Off Your Technical Skills:Don’t forget to showcase your technical expertise! Mention your experience with Windows operating systems, helpdesk systems, and any other relevant technologies. We love seeing candidates who are tech-savvy and ready to tackle challenges.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at EXPRESS SOLICITORS
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Windows operating systems and network infrastructure. Be ready to discuss specific troubleshooting scenarios you've handled in the past, as this will show your practical experience.
✨Showcase Your Leadership Skills
As an IT Service Desk Manager, you'll need to demonstrate your ability to lead and mentor a team. Prepare examples of how you've successfully managed workloads, supported junior staff, and improved service delivery in previous roles.
✨Understand the Legal Sector
Since Express Solicitors operates within the legal field, having some knowledge about the industry can set you apart. Familiarise yourself with common software used in law firms, like Proclaim case management, and be ready to discuss how your IT skills can enhance their operations.
✨Prepare for Scenario-Based Questions
Interviews will include scenario-based questioning, so think about potential challenges you might face in this role. Practice articulating your thought process and problem-solving strategies clearly, as this will demonstrate your analytical skills and customer-focused approach.
