A&O Shearman | Senior Global Service Desk Mgr

A&O Shearman is a new global industry-leading law firm, with nearly 50 offices in 29 countries worldwide. Our fluency in English law, US law, and the laws of the world’s most dynamic markets enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.
We offer exceptional opportunities for our people; opportunities to work for the world’s leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.
Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to diversity, equity and inclusion and we provide support and ways of working that help you optimise your wellbeing.
What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.
Department purpose
The Global Service Desk (GSD) is responsible for providing first & second line support to internal AO Shearman customers. The teams are based in 3 key locations, which are Singapore, Belfast & New York operating on a 24/7/365 follow the sun support model.
Role context and purpose
The service desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, ensuring SLA’s are achieved and helping to ensure that the service desk is constantly developing and improving. The remit of this role is to lead, co-ordinate, mentor & develop the team of first line support analysts, in Singapore, to align with the Global standards, processes & policies.
The role involves:
Analysing situations, solving problems and leading a team of IT Service Desk analysts in a shift environment to meet agreed performance targets.
Identifying & leading the team during business-critical incidents, ensuring communication outage/emergency activities are completed in a timely manner.
Taking ownership, working proactively and independently to continuously improve the customer experience & service.
Ensuring SLA’s & KPI’s are achieved & maintained on an ongoing basis.
Build, compile, provide and review operational & management reports.
Implement ITIL processes, monitor & manage to ensure they are adhered to.
Proactively identify & implement service improvements.
Be responsible for ensuring that all policies, services and projects are delivered to the highest standard & within agreed timeframes.
Plan and monitor the delivery of Service Desk activities according to agreed targets and service levels. Review progress against agreed targets and take remedial action where appropriate.
Develop & maintain strong customer relationships.
Key relationships
Work closely with Support Analysts, Team Leaders, Deskside Analysts to deliver an efficient and effective service.
Work with the Global IT Service Manager, Global IT Senior Service Manager, regional IT / Service Desk / IT Process Managers.
Work with Technical Delivery Teams / Business Solutions Management by providing support and process leadership on projects.
Interact with internal customers and external clients to deliver exceptional levels of service; prioritising accordingly.
Role and responsibilities
Business / IT Strategy
Work with the Relationship Managers & IT colleagues to ensure the most effective, customer-focused, & appropriate IT processes are developed and adhered to, delivering an exceptional customer experience.
Develop and maintain successful internal and external business relationships (at senior level), to understand existing and emerging business needs.
Service Delivery
Responsible for ensuring that all customer incidents and service requests are logged, progressed, tracked and concluded to a high standard, using AO Shearman’s IT Service Management toolset.
Review & respond to customer complaints and negative feedback received from customer satisfaction surveys.
Perform pro-active trend analysis to identify business critical incidents.
Investigate complex incidents/problems through involvement in SWATs as necessary.
Instil a culture of continual improvement and problem solving.
Define and deliver continuous improvement initiatives so that, where applicable, systems deliver an improved performance or customer experience, to the business.
Provide advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities.
Build and Implementation
Provide specialist guidance information to the Support, Systems Testing and Quality Assurance functions.
Ensure that documentation and training materials are created, maintained and are suitable.
Risk Management
Refer to domain experts for guidance on specialised areas of risk, such as architecture and environment.
Take part in audits and risk assessments.
Quality, Methods & Tools
Champion and ensure use of appropriate techniques, methodologies and tools.
Extensive knowledge & understanding of Service Desk operations to include a good knowledge of IT best practice.
Ensure ITIL best practice & protocols are implemented & adhered to.
Key requirements
Business Competencies
Lead and model teams effectively through structured coaching.
Think logically, analyse situations, solve problems and lead a team of IT Service Desk staff in a shift environment to meet agreed performance targets.
Awareness of business-critical incidents, and their potential implications for the business. Manage process for communication outage/emergency activities to the organisation.
Possess high level of personal capability, impact and influence with proven ability to work effectively and persuasively at all levels of the business.
Take responsibility, work proactively and independently to continuously improve the customer experience & service.
Understand customer needs & demonstrate excellent customer service skills.
Knowledge
An understanding of IT infrastructure and services within a Microsoft technology environment.
Excellent & extensive knowledge & understanding of Service Desk operations to include a good knowledge of IT best practice.
An understanding of IT market and trends.
Experience
Proven track record of successfully managing a global service desk function.
3+ Years experience, managing a high performing team.
Experience working within the professional services sector with an appreciation of the demands placed on support teams by the business.
Experience of leading & participating in Major/Critical Incidents.
Experience of working in complex, fast-paced, high-pressured environment within a 24-hour service support structure.
Qualifications
Ideally the candidate should have the following or equivalent:
Degree qualified – preferred.
Minimum “A” level standard education or equivalent.
ITIL V4 Foundation level or above.
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