A major legal services company is seeking a highly skilled Technology Business Support Manager to oversee IT service desk operations. This role is ideal for someone with a strong background in IT service management and a passion for leveraging AI-driven solutions to enhance service delivery, optimise team performance, and improve user experience.
Key Responsibilities:
* Lead and manage the IT Service Desk team, ensuring high-quality support and efficient issue resolution.
* Implement AI-driven solutions, such as chatbots and automated ticketing, to enhance IT support services.
* Oversee incident and problem management processes, ensuring timely resolutions and adherence to SLAs.
* Drive change management by planning, communicating, and implementing IT system updates with minimal disruption.
* Identify opportunities for automation and process improvement to streamline operations and enhance service efficiency.
* Provide mentorship and training to Service Desk staff, fostering a knowledgeable and proactive team.
* Use AI tools and analytics to track service performance, monitor key KPIs, and identify trends for continuous improvement.
* Maintain relationships with third-party vendors and ensure seamless integration of AI technologies into IT support processes.
* Deliver a high standard of customer service by proactively addressing user needs and implementing AI-based solutions for common technical issues.
* Collaborate with IT teams, including infrastructure, cybersecurity, and data teams, to enhance overall IT service delivery.
What We’re Looking For:
* Notable experience in an IT Service Desk or Technology Business Support Manager role.
* Strong knowledge of IT service desk operations within a professional services environment.
* Proven ability to lead and develop high-performing teams.
* Expertise in ITIL practices and IT Service Management (ITSM) frameworks.
* Experience with AI platforms, automation tools, and machine learning technologies in IT service management (preferred).
* Proficiency in ticketing systems, incident management software, and performance monitoring tools.
* Strong leadership skills, with the ability to foster collaboration and a positive team culture.
* Excellent communication skills to engage effectively with technical and non-technical stakeholders.
* Strong analytical and problem-solving abilities, with a proactive approach to troubleshooting and optimisation.
* ITIL Foundation certification (preferred); ServiceNow or similar certifications (a plus).
Why Join?
* Competitive salary, pension and notable benefits.
* Opportunities for professional development and career growth.
* A collaborative and forward-thinking work environment.
Salary: Up to £50,000 + extensive benefits package (dependent on experience)
Location: Hybrid, 2 days on-site (Glasgow, UK)
If you're an experienced IT professional with a passion for innovation and leadership, apply today!
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology and Customer Service
Industries
Legal Services and IT Services and IT Consulting
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