www.clearygottlieb.com

Service Desk Supervisor

The Service Desk Supervisor leads the London IT Service Desk, ensuring timely, high-quality technical support and excellent customer service.

The role involves hands-on user support via phone, email, chat, and in-person as needed, close coordination with global IT teams (US, EMEA, APAC), and active involvement in technical and logistical support for internal and client-facing events. The Supervisor acts as a key liaison to the IT Manager, contributing to service delivery, reporting, process improvements, and upholding confidentiality and service standards in a global law firm environment.

Responsibilities

  • Supervise, mentor, and develop IT Support Analysts, ensuring excellent team performance and service quality.
  • Manage day-to-day service desk operations, maintaining coverage across service hours; provide hands-on support during peak periods.
  • Ensure incidents and service requests are logged, prioritised, resolved, and escalated appropriately; act as escalation point for complex issues.
  • Provide enhanced support to senior stakeholders (e.g., Partners, Chiefs), ensuring discretion and minimal business disruption.
  • Maintain proactive communication with the IT Manager; report on performance metrics, trends, and escalate significant issues or resourcing needs.
  • Lead or assist with IT projects and initiatives as assigned, ensuring successful planning and delivery.
  • Oversee technical and logistical support for meetings and events (e.g., board meetings, hearings, depositions), ensuring AV/VC systems function smoothly.
  • Manage IT asset lifecycle: deployment, tracking, recovery, disposal, or donation, ensuring accurate records and policy compliance.
  • Ensure adherence to ITIL processes and global/local IT policies; identify and help implement service improvements.
  • Participate in user support across multiple channels and maintain flexibility to work early mornings, evenings, weekends, or holidays when required.
  • Occasional travel may be required to support events, conduct site surveys, or meet business needs.

Experience, Skills, and Competencies

Leadership & Interpersonal Skills:

  • Minimum 5 years’ IT support/service desk experience, preferably in a law firm or professional services environment.
  • Prior supervisory or team leadership experience, with staff development responsibility.
  • Experience working in a global or multi-office IT support environment.
  • Experience supporting senior stakeholders and delivering AV/VC technical support for meetings and events.
  • Team player with excellent oral and written communication skills.
  • Ability to handle complex complaints and service issues professionally.
  • Proven ability to multitask, prioritise effectively, and stay calm under pressure.
  • Strong understanding of information security and confidentiality in a professional environment.

Essential Technical Skills:

  • Extensive experience using ITSM/ticketing systems (e.g., Ivanti, ServiceNow); ITIL knowledge desirable.
  • Strong knowledge of Windows 10/11, Microsoft Office suite (Outlook, Word, Excel, PowerPoint), Exchange/Outlook calendaring, Microsoft Teams, Zoom.
  • Experience supporting document management systems (iManage or equivalent).
  • Familiarity with legal enterprise applications (e.g., Aderant, Workshare Compare, BigHand).
  • Proficient in hardware support for Lenovo ThinkPad, Microsoft Surface, printers (HP, RICOH), PaperCut, scanners, peripherals.
  • Experience supporting iOS and Android devices and enterprise MDM platforms (e.g., Intune, MobileIron).
  • Strong knowledge of Active Directory, Entra ID, networking fundamentals (DNS, DHCP).
  • AV/VC support experience for conference rooms, video conferencing platforms (Teams, Zoom, Webex).
  • Professional certifications (Microsoft 365, CompTIA A+, Network+, ITIL Foundation/Intermediate) are advantageous.

If you are interested in applying, please submit a CV and short cover letter to the London Human Resources Team, LON-HR@cgsh.com.