At a Glance
- Tasks: Lead a dynamic team, manage daily operations, and enhance service delivery.
- Company: Join Fletchers Solicitors, a fast-growing law firm with a supportive culture.
- Benefits: Enjoy 35 days holiday, flexible working, and a bonus scheme.
- Other info: Opportunities for career growth and professional development in a vibrant environment.
- Why this job: Make an impact in a role that blends leadership with tech-savvy skills.
- Qualifications: Experience in managing IT Service Desk teams and strong technical knowledge required.
The predicted salary is between 32400 - 39600 £ per year.
Location: Manchester / Hybrid, Travel to other offices required.
Working pattern: Covering office hours between 8am – 6pm on a rota basis Saturday cover as remote on call on a rota basis.
Fletchers Solicitors Ltd have a fantastic opportunity to join our growing Team. The role would be to provide Supervision for the team members in SJT, Reading, Birmingham and Leeds. To provide guidance, 121, performance management, reporting, CSAT, Customer Support and Leadership. Oversee daily Operations, training and guidance, liaison between end users, IT and Senior management, aligning with IT service delivery and Industry standards. Incident management. This is also a hands on role so 1st and 2nd line technical knowledge is essential.
In return Fletchers can offer:
- Bonus scheme (subject to targets being met)
- 35 days holiday a year (Pro Rata) including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days’ holiday per year, until you long service award the 3 days after your 5th, 7th, and 9th full year of employment
- Pension scheme with tax-efficient salary sacrifice option
- Life Assurance Policy
- Medicash policy to cover some Dental, optical and other medical expenses
- Company sick pay
- Enhanced Maternity, Paternity and IVF schemes
- Flexible, agile working environment with a positive work-life balance
- Varied calendar of funded company social events
- Monthly voucher awards
Main Responsibilities:
- Team management: Hire, train, and mentor support technicians, delegate tasks, and evaluate performance to ensure a high-quality service is delivered.
- Daily operations: Manage the day-to-day support activities, handle complex issues, and ensure service level agreements (SLAs) are met through effective ticket management and staffing.
- Service improvement: Monitor service desk performance, analyze user feedback, and identify areas for improvement to enhance efficiency and user experience.
- Strategic alignment: Act as a bridge between senior management and the IT team, translating business strategy into tactical service desk goals and advocating for necessary resources.
- Process and compliance: Ensure the service desk follows best practices and established frameworks, and promote the automation of repetitive tasks to improve efficiency.
- Stakeholder communication: Communicate with internal and external stakeholders, including other departments, senior management, and service desk staff.
Essential Qualifications, Skills and Experience:
- Experience managing an IT Service Desk Team L1 and L2
- Experience with managing Techs across multiple sites
- Experience of managing & motivating teams to meet service level commitments
- Data analysis and able to identify trends leading to change
- Customer engagement & stakeholder management dealing with escalations
- Conflict management
- People and team management including development of people
- Appropriate knowledge and certifications (e.g. managing people, ITIL v3/v4, Service Desk Manager)
- Experience of using ITSM tools (e.g. ServiceNow) to manage team activity including creating reports
- Experience with Microsoft products such as Office 365 and Teams
- Experience with AVD, Active Directory, Azure AD, Microsoft Endpoint, Proclaim, 8x8 phone systems including auto attendant
- Experience with Windows, Laptops and Desktop PC’s including installing Windows and Software
- Experience with Windows Servers and standard network services (DNS, file serving etc.)
- Experience with printing in a network environment
- Affinity with technology and computer systems
- Hardware experience.
Desirable Skills:
- ITIL V4 or V5 Foundation qualified
- Microsoft accreditation
- Experience of the ITSM lifecycle
- Degree in technical or related discipline
- Experience of working within a professional services organisation
About Fletchers Solicitors:
Fletchers is a fast-growing, dynamic law firm specialising in personal injury and clinical negligence law, with outstanding rankings in both The Legal 500 and Chambers & Partners. Following several strategic acquisitions, we’ve evolved into the Fletchers Group, with ambitious plans for continued growth and innovation.
We aspire to be the best place to work in the legal sector. Our workplace culture is inclusive, informal, and supportive, with a strong focus on colleague wellbeing and happiness. We are proud to offer some of the best hybrid and flexible working arrangements in the industry — because we understand that balance drives performance.
At Fletchers, we also value connection and collaboration. We create exciting opportunities for teams to come together and thrive. Whether you’re starting your career or aiming for leadership, you’ll find a clear path to progress and development here — from apprenticeships and professional qualifications to senior roles and Partnership.
We seek out a broad range of challenging, high-quality legal work, enabling our people to build meaningful and progressive careers. And we don’t just talk about development — we invest in it, with a significant proportion of our colleagues working towards relevant qualifications at any given time.
We reward those who help build our success and live our values. Our benefits package is designed to grow with you, offering real opportunities to share in our long-term strength. Our base pay and bonus structure is built to recognise and reward high performance.
Join us and be part of a law firm that’s not only growing, but redefining what it means to work in legal services. Fletchers Group is an inclusive employer with a diverse workforce: we welcome applications from any and all backgrounds. We’re committed to providing a culture and environment where everyone can thrive, understanding and celebrating that no colleague is the same.
We’re proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.
Service Desk Supervisor in Manchester employer: Fletchers Solicitors
Fletchers Group is an exceptional employer, offering a dynamic and inclusive work environment in Southport with flexible hybrid working options that promote a healthy work-life balance. Our commitment to employee growth is evident through ongoing training opportunities and a clear path for career progression, ensuring that every team member can thrive while contributing to meaningful legal work. With a supportive culture and a comprehensive benefits package, including generous holiday allowances and social events, we strive to create a workplace where everyone feels valued and empowered.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Supervisor in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fletchers Solicitors. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fletchers Solicitors before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Supervisor in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fletchers Solicitors:Your cover letter is your chance to shine! Tell us why you want to work at Fletchers Solicitors specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fletchers Solicitors!
How to prepare for a job interview at Fletchers Solicitors
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
