At a Glance
- Tasks: Lead the IT Service Desk, ensuring top-notch support and mentoring junior team members.
- Company: Join Express Solicitors, a leading personal injury law firm with a vibrant culture.
- Benefits: Enjoy competitive salary, generous holiday, private medical insurance, and a 24/7 gym.
- Other info: Dynamic work environment with opportunities for career growth and team activities.
- Why this job: Make a real impact in a growing firm while developing your IT leadership skills.
- Qualifications: Minimum three years' experience in IT service management and strong technical knowledge required.
The predicted salary is between 45000 - 45000 £ per year.
Salary: Up to £45,000 depending on experience
Full time, Permanent
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.
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.
- Leading and managing the day-to-day activities of the IT helpdesk.
- Allocating, prioritising, and monitoring IT support workloads to ensure service levels are achieved.
- Mentoring, supporting, and developing junior IT team members.
- Conducting regular reviews of support performance and identifying areas for improvement.
- Assisting the Head of IT with operational planning, project delivery, and continuous improvement initiatives.
- Ensuring IT procedures, documentation, and knowledge base materials are maintained and kept up to date.
- Managing relationships with third-party suppliers and support providers to ensure service standards are maintained.
- Promoting a customer-focused support culture across the department.
- Providing desktop support and troubleshooting across Windows Server 2016/2022/2025 and Windows 11 environments.
- Supporting and maintaining printers, scanners, and other network peripherals.
- Supporting and administering company mobile phones and mobile device management solutions.
- Providing support for the company telecoms and IP telephony systems.
- Assisting in maintaining network security systems and IT-related security infrastructure.
- Maintaining accurate IT asset registers.
- Some travel to the branch office in Liverpool may be required on an ad hoc basis.
Minimum qualifications include:
- 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 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.
- 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.
Our standard working hours are 8:30am to 5:30pm Monday-Thursday and 8:30am to 5pm Friday.
Benefits include:
- 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.
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.
IT Service Desk Manager - ITIL/Service Desk Management in Manchester employer: EXPRESS SOLICITORS
Express Solicitors is an exceptional employer, offering a dynamic work environment in the heart of Manchester, where innovation and employee well-being are prioritised. With a strong focus on professional development, employees benefit from mentoring opportunities, a supportive culture, and a range of health and wellness initiatives, including private medical insurance and a 24/7 onsite gym. Join a leading personal injury law firm that values your skills and fosters a collaborative atmosphere, ensuring you thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Manager - ITIL/Service Desk Management in Manchester
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what EXPRESS SOLICITORS values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges EXPRESS SOLICITORS might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at EXPRESS SOLICITORS!
✨Direct Apply to EXPRESS SOLICITORS
Let's not forget to apply directly through the EXPRESS SOLICITORS website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Desk Manager - ITIL/Service Desk Management in Manchester
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at EXPRESS SOLICITORS.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at EXPRESS SOLICITORS. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at EXPRESS SOLICITORS
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
