The role

The Service Desk Team Lead plays a vital role in ensuring that IT support at Howard Kennedy is efficient, reliable, and aligned to the demands of a fast‑paced legal environment. Working closely with the Head of Service Delivery, you will oversee day‑to‑day operations, lead a team of 5 analysts, and act as a key escalation point for colleagues across the firm.

This position is central to maintaining excellent service standards, driving continuous improvement, and ensuring IT support contributes positively to the productivity of our legal and business teams. Operating within a hybrid working model, the Service Desk Team Leader helps connect IT operations with the needs of our people, fostering strong relationships and a truly service‑centric culture.

Role responsibility

Service desk leadership & operations