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    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!

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