Senior Service Desk Specialist - Law Firm

Job Responsibilities

• Help junior team members and mentor them, reporting to the Service Desk Manager.
• Ensure incidents, requests, and escalations are handled within agreed SLAs
• Identify and address bottlenecks, recurring issues, or service risks
• Act as the primary escalation point for complex or high-priority incidents
• Ensure all new starters requests are completed accurately and ensure leaver processes are actioned promptly to maintain security and compliance.
• Support ITIL best practice across incident, request, problem and change management processes. Skills Required
• A minimum of 5 years+ support experience within a law firm environment.
• Experience with O365, Intune, Azure, Entra ID, iManage, Aderant and InTapp systems.
• Previous experience mentoring, supervising or managing a team. This role offers hybrid working - 2 days WFH weekly.