Linklaters

Linklaters is a global law firm, with 31 offices in 21 countries worldwide.

Linklaters is a people business. Being best in class in the eyes of our clients means that our people must be exceptional.

We look not only for brilliant minds, but for people who will thrive in our environment: people who love working collaboratively and demonstrate the innovative, efficient, agile, entrepreneurial, and responsible mind-set we aim to bring to every interaction.

Ours is an environment of outperformance. We achieve this not with targets and incentives, but by fostering a positive, supportive, fair, and open atmosphere.

We respect and value difference but insist on inclusivity. We celebrate all aspects of diversity and challenge any form of bias. This is vital to our ability to work as one team, with a common goal.

The Role

The Global Service Desk Lead will be responsible for the management of all aspects of the Linklaters’ 24x7 Global Service Desk, including all technology service desk agents globally. The team strives to deliver a premium technology support experience to all Linklaters staff.

This is delivered through adherence to service level agreements, managing escalations, refining processes, and monitoring performance metrics, while fostering communication and collaboration to deliver exceptional customer service and support for the Firm.

• Oversees day-to-day global service desk operations ensuring that service level agreements are consistently met to provide a premium service to users.
• Serves as the primary point of contact for escalated issues and major incidents for senior leadership in the business, ensuring high levels of customer satisfaction through effective communication and problem-solving.
• Establishes, refines, and maintains effective service desk processes, procedures, and policies and ensuring team adherence.
• Defines, produces and monitors services through metrics and key performance indicators. Develops & implements continuous improvement measures to ensure customer satisfaction..
• Conducts regular quality assurance checks on team performance, adherence to targets and customer satisfaction.
• Maintains staffing schedules and strategy to ensure adequate coverage during operational hours, including adherence to break times.
• Develops and executes training programmes for junior staff to enhance technical skills, product knowledge, and customer service skills.
• Facilitates communication and collaboration between the service desk team and other Technology & Data departments to ensure seamless integration of support functions.
• Leads a high-performing team that is a blend of 3rd party resources and Linklaters staff, developing and implementing team goals and providing guidance to enhance team performance.
• Takes point for new service transition into the Production environment, ensuring that service desk teams are trained and prepared to ensure smooth support from go live
• Key member of the service delivery leadership team that determines service & support strategy for all critical Linklaters services

About You

• Proven experience in managing and optimising service desk operations on a global scale, supporting critical services in a complex technical environment via multiple communication channels such as Phone, email; & Chat.
• Expertise in handling escalated issues with senior leadership, with strong problem-solving skills to ensure customer satisfaction.
• Knowledge in developing and implementing advanced service desk protocols and processes to deliver excellent user experience.
• Ability to analyse and utilise service desk metrics to help to drive innovative solutions to improve the efficiency and effectiveness of the service.
• Experience in performing quality assessments on staff interactions to maintain exceptional service standards.
• Skilled in workforce planning and management to ensure optimal operational coverage.
• Track record in initiating service improvement projects that foster higher customer satisfaction levels.
• Experienced in developing comprehensive training initiatives that enhance team technical and customer service capabilities.
• Proficient in cross-departmental collaboration to achieve seamless integration of support systems.
• Experience in partnering with and managing external service providers, ensuring compliance with service agreements and maintaining high-quality delivery.
• Effective team leadership, with experience in setting and reaching performance targets and staff performance management.

Benefits

This role is based at the Linklaters London office with a hybrid working model available.

Joining Team Linklaters will see you qualify for a range of benefits designed to reward the vital contribution you'll be making to our success. These include:

Health & Wellbeing

• Private Medical Insurance
• Free in-house fitness centre and subsidised health club memberships
• Free onsite GP service and periodic health assessments

Finance

• Pension and flexible savings options
• Income protection and life assurance
• Mortgage advice and will-writing services

Family & Lifestyle

• Electric car and cycle to work schemes
• Emergency family care
• Additional holiday/birthday leave
• Maternity/paternity/shared parental leave
• Travel insurance and season ticket loan
• Option to join sports and social clubs, as well as our employee networks groups (such as our Gender Equality Network, With Pride, or Social Mobility Networks)

If you think this role would suit you, please click apply below. We look forward to hearing from you!

Technical Skills

This list of duties and responsibilities above is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.