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- Tasks: Lead a service desk team and enhance user support operations.
- Company: Join Legal 500, a pioneering data-driven research platform in the legal sector.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Why this job: Make a real impact by improving user experiences and driving continuous improvement.
- Qualifications: 5-10 years in IT support with leadership experience and strong communication skills.
- Other info: Dynamic role in Leeds with a blend of onsite and remote work.
The predicted salary is between 36000 - 60000 ÂŁ per year.
About Legal 500
Legal 500 was founded by John Pritchard in 1987 as the original clients’ guide to law firms, the first of its kind. It is now a data-driven, AI-optimised research platform which benchmarks, informs and connects providers and users of legal services in over 100 countries worldwide.
Our research and data are trusted and relied upon by corporate clients globally as an essential part of the process, both of instructing law firms with new mandates, and when reviewing existing mandates or panels. We exist to empower both buyers and sellers in the international legal marketplace to make better decisions and have improved outcomes for their organisations. This is achieved by leveraging a trusted, comprehensive research process with a unique, vast, proprietary and constantly updated set of client-supplied data, unrivalled in the market.
On the supply side of the legal market, every year Legal 500’s team of over 150 researchers, technologists, data analysts, journalists and content specialists collate and review 60,000+ data-submissions from law firms and conduct interviews with thousands of leading law firm partners. On the demand side, Legal 500 analyses confidential data from 300,000+ commercial law firm clients to benchmark law firms and lawyers by practice area; industry; jurisdiction; as well as by proprietary client satisfaction metrics, NPS®, and other qualitative and quantitative criteria. Legal 500 is the only source of this depth of global research and data on law firms, lawyers and their clients.
About the Role
We’re hiring a Service Desk Manager to take ownership of our user support function, bringing structure, insight, and continuous improvement, while staying close to the day-to-day reality of support. This is a hands-on role. You’ll lead a small service desk team, improve how we support our users, and act as the bridge between Service Desk and Systems/Infrastructure.
What you’ll be doing:
- Owning day-to-day service desk operations (Jira)
- Defining and improving SLAs, reporting, and service metrics
- Reducing repeat issues through better data, automation, and processes
- Building a practical knowledge base and self-service capability
- Line managing and developing service desk analysts
- Partnering with infrastructure engineers to improve the end-user experience
- Being a visible, trusted IT presence in our Leeds office
What we’re looking for:
- 5–10 years’ experience in IT support / service environments
- Background in 2nd or 3rd line support with clear leadership progression
- Practical understanding of ITIL (certification preferred)
- Strong communication skills with non-technical stakeholders
- Calm, methodical, delivery-focused mindset
- Comfortable in environments that aren’t perfectly documented
- Ownership and curiosity
What success looks like:
- A calmer, more predictable service desk
- Clear data and reporting that tells the real story
- Fewer repeat issues and less manual admin
- A confident, developing support team
- Strong trust from the wider business
đź“Ť Leeds (4 days onsite, 1 WFH) | Travel to London once per month
If you enjoy building things, improving what you inherit, and being close to the work, we’d love to hear from you.
Service Desk Manager in Leeds employer: Story Terrace Inc.
Contact Detail:
Story Terrace Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Desk Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to IT support and service management. We recommend doing mock interviews with friends or using online resources to get comfortable with articulating your experience and skills.
✨Tip Number 3
Showcase your leadership skills! When discussing your past experiences, highlight how you’ve led teams or improved processes. We want to see that you can take ownership and drive continuous improvement in a service desk environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Manager in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Service Desk Manager role. Highlight your IT support background, leadership experience, and any relevant ITIL knowledge to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've improved service desk operations or led a team, and show us your passion for user support.
Showcase Your Communication Skills: Since you'll be working with non-technical stakeholders, it's crucial to demonstrate your strong communication skills in your application. Use clear, concise language and avoid jargon to make your points stand out.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at Story Terrace Inc.
✨Know Your Stuff
Make sure you brush up on your IT support knowledge, especially around service desk operations and ITIL principles. Be ready to discuss your past experiences in 2nd or 3rd line support and how you've led teams to success.
✨Showcase Your Leadership Skills
Prepare examples of how you've managed and developed a team in previous roles. Highlight specific instances where your leadership made a difference, whether it was improving SLAs or reducing repeat issues.
✨Communicate Clearly
Since you'll be working with non-technical stakeholders, practice explaining complex IT concepts in simple terms. Think about how you can demonstrate your strong communication skills during the interview.
✨Be Solution-Oriented
Come equipped with ideas on how to improve user support and enhance the end-user experience. Show your curiosity and ownership by discussing potential strategies for building a knowledge base or automating processes.
