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- Tasks: Lead a dynamic IT support team, ensuring top-notch service and continuous improvement.
- Company: Join Knights, the UK's largest legal services firm outside London, known for its premium service and growth.
- Benefits: Enjoy a great work-life balance, healthcare perks, and access to top-notch training resources.
- Why this job: Be part of a modern, collaborative culture that values innovation and professional growth.
- Qualifications: Experience in IT helpdesk management and strong leadership skills are essential.
- Other info: Work in a state-of-the-art office with opportunities for travel and team bonding.
The predicted salary is between 36000 - 60000 £ per year.
Knights Stoke-On-Trent, England, United Kingdom
Help Desk Manager
Knights Stoke-On-Trent, England, United Kingdom
Direct message the job poster from Knights
Recruitment Manager at Knights. Multi-disciplinary talent acquisition professional. 5 years in-house experience. Legal, Tech, Engineering, Marketing,…
Knights is the UK’s largest legal and professional services business outside of London. We have grown from 2 offices to 30 over the past decade, building a reputation for being a premium law firm, with regional expertise combined with national capability.
We are investing back into the business with new offices and 11 refurbishments in the last 2 years. With 1500 colleagues across 30 locations we are now a more diversified business with strengthened positions in our key target markets.
Our business model and culture remain a clear differentiator from many legal services businesses, enabling us to recruit individuals who wish to work in a modern professional services business that invests in training, technology, quality of life for employees and quality of service.
Our premium service is defined by speed, access and communication. These three words guide our actions, both internally and externally and form the foundation our clients’ experience.
About the role
We are seeking a people leader with technical competency to head up IT support function of 20+ people and ensure they are able to provide a high calibre service, both in-person and remotely, ensuring speed and quality of responsiveness. The ideal candidate will have a deep understanding of the Microsoft tech stack and be a proactive presence in the office that can cut through jargon and scale the help desk department to meet the needs of a growing publicly listed professional services business.
This role is crucial in ensuring the efficient operation of our IT Help Desk, providing exceptional support to our colleagues around the country, removing blockers, and fostering a culture of continuous improvement and professional growth within the team.
The successful candidate will be skilled and experienced in being accountable for delivering excellent service quality, leading and motivating a team, handling any issues that occur in a timely fashion, and working as part of the wider IT team, in an environment generating around 5000 tickets per month with an ever-growing geographic footprint.
Team Leadership and Development:
- Lead, mentor, and develop a team of IT support professionals, fostering a collaborative and high-performance culture.
- You will have a passion for developing and mentoring colleagues and identifying future talent pipeline and learning requirements in team members.
- Conduct regular performance reviews, provide constructive feedback, and create personalised development plans for team members.
- Organise and facilitate training sessions to enhance the technical and soft skills of the helpdesk team.
- Prepare and present regular reports on helpdesk performance, project status, and key initiatives to senior management.
- Our facilities in Stoke are premium, state of the art, and provide an excellent environment for colleagues. We are an office based team so you will be required to work fully in the office, with the option to travel to other offices on team projects from time to time.
ITIL Process Management:
- Implement and manage ITIL best practices to ensure efficient incident, problem, and change management.
- Monitor and analyse helpdesk performance metrics to identify areas for improvement and implement corrective actions.
- Ensure compliance with ITIL best practices and continuously improve service delivery processes.
Technical Expertise:
- Provide expert-level support and guidance on the Microsoft tech stack, including Windows Server, Active Directory, Office 365, Azure, FortiGate firewalls, cisco switches and other related technologies.
- Troubleshoot complex technical issues and provide solutions to ensure minimal disruption to business operations.
- Stay up to date with the latest developments in Microsoft technologies and integrate new solutions to enhance the IT infrastructure.
- Ensure the helpdesk team delivers exceptional customer service and maintains high levels of colleague satisfaction.
- Develop and maintain strong relationships with key stakeholders and colleagues to understand their needs and expectations.
- Implement feedback mechanisms to gather user input and continuously improve the helpdesk services.
Qualifications:
- Proven experience in a similar IT helpdesk management role.
- Strong understanding of ITIL processes and certification (ITIL Foundation or higher) is preferred.
- Excellent leadership, communication, and interpersonal skills to motivate and encourage staff.
- Ability to manage multiple priorities and work effectively under pressure.
- Strong problem-solving skills and a proactive approach to identifying and resolving issues.
- Excellent written and verbal communication skills.
What does Knights offer?
- You will be part of a One Team culture that promotes direct responsibility with an expectation to always deliver the best service possible for clients within a collegiate, team-based environment.
- You can help change the way we all think about and deliver the future of legal and professional services in a friendly, caring business, with minimal hierarchy.
- Our culture provides a great platform for people to take their careers to the next level in a business
- We have an exceptional office environments and facilities at 30 locations nationwide, including our Head Office in Stoke.
- An excellent training and onboarding programme makes all new starters feel welcome from day 1; an engaging on-site training team will give you the skills and knowledge to succeed in your role.
- Access to learning and development tools such as CBT Nuggets and PluralSight.
- There are monthly tech round tables on topics such as new technology, new solutions and learning from the more experienced members of the team.
- Great work-life balance with employee wellbeing and healthcare benefits.
- The IT team are able to gain knowledge and experience of different technologies and be involved in rewarding projects such as new office roll-outs and monthly IT roadshows; visiting offices throughout the country and building team bonding along the way.
- Excellent benefits package makes Knights a great place to work and including birthday gift vouchers, travel to work schemes, retailer discounts platform, healthcare, eyecare and dental, life assurance, discounted legal fees, pension, share incentive plan.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
Law Practice
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Help Desk Manager employer: Knights
Contact Detail:
Knights Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Manager
✨Tip Number 1
Familiarise yourself with the Microsoft tech stack, especially Windows Server, Active Directory, and Office 365. Being able to discuss your hands-on experience with these technologies during an interview will demonstrate your technical competency and readiness for the role.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully led and developed a team in previous roles. Highlighting specific instances where you mentored colleagues or improved team performance can set you apart from other candidates.
✨Tip Number 3
Research ITIL best practices and be ready to discuss how you've implemented them in past positions. Understanding incident, problem, and change management processes will be crucial in demonstrating your fit for this Help Desk Manager role.
✨Tip Number 4
Prepare to discuss your approach to customer service and how you ensure high levels of colleague satisfaction. Sharing strategies you've used to gather feedback and improve service delivery will resonate well with the company's focus on exceptional support.
We think you need these skills to ace Help Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT helpdesk management, particularly with Microsoft technologies. Use specific examples that demonstrate your leadership skills and ability to manage a team effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT support and team development. Mention how your values align with Knights' commitment to quality service and continuous improvement, and provide examples of how you've fostered a collaborative culture in previous roles.
Highlight ITIL Knowledge: Since the role requires knowledge of ITIL processes, be sure to mention any relevant certifications or experiences you have. Discuss how you've implemented ITIL best practices in past positions to improve service delivery.
Showcase Problem-Solving Skills: Provide examples in your application of how you've successfully resolved complex technical issues in a timely manner. This will demonstrate your proactive approach and ability to handle pressure, which are key for this role.
How to prepare for a job interview at Knights
✨Showcase Your Leadership Skills
As a Help Desk Manager, you'll be leading a team of IT support professionals. Be prepared to discuss your leadership style, how you motivate teams, and any specific examples of how you've developed talent in previous roles.
✨Demonstrate Technical Proficiency
Familiarise yourself with the Microsoft tech stack mentioned in the job description. Be ready to discuss your experience with Windows Server, Active Directory, Office 365, and other relevant technologies, as well as how you've solved complex technical issues in the past.
✨Understand ITIL Best Practices
Since the role requires knowledge of ITIL processes, brush up on these best practices. Be prepared to explain how you've implemented ITIL in previous positions and how it improved service delivery and incident management.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle high-pressure situations. Think of specific scenarios where you've successfully resolved issues or improved processes, and be ready to share those stories.
