Job Description

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Description

Why Bates Wells?

We're an award winning, purpose driven City law firm. We were the first UK law firm to become a B Corp and are the highest scoring global law firm in the B Corp community. Globally recognised as the market leading UK firm for charities and purpose-driven organisations, our commercial teams are also using law as a force for good and driving change from the inside out.

Our values are key to our success, and you'll be able to make a real impact from day one.

Come and join the firm who have a standout and authentic commitment to a triple bottom line, where we'll never prioritise profit over people and planet.

The role

This role heads up the Service Desk team and ensures high quality service delivery to our clients while maintaining our strong team spirit. You'll use ITIL (ITSM) best practices and help manage incidents, changes, and problems making sure we exceed our service targets. Reporting into the Head of IT, the role also provides strategic and project support relating to Service Desk deliverables.###

Key Responsibilities

Supervision Tasks

Day to day line management of the IT service desk team including performance and development. Monitoring of the ITSM platform ensuring swift resolution of incidents by members of the team. Escalation point for analysts and MSP. Oversee documentation of IT procedures and SIPs. IT asset management (ITAM), Hardware, Software and Cloud. Software management; to ensure compliance with licencing and integrity of builds. Produce service management reports and SIPs, devise action plans to reduce numbers of calls in accordance with IT strategy. Identify user training needs based on service desk incidents and feedback. Responsible for the IT consumable budget and orders where required.

Desktop Support

Provide support to in-house and remote staff when required. Ownership of issues, escalating to internal product specialists or external support where necessary. Draft and send well thought-out service desk communications that considers the audience and the message that is being conveyed. Own incident, problem and change processes.

Administration

Ensure the quality of the service desk operation. External support liaison where appropriate. Supplier and contract management. Ensure IT policies and procedures are being followed.

Other

Confidently deliver new joiner IT inductions in an engaging way that ensure the key points are conveyed. Drive innovation alongside fellow managers in the IT team. Specific tasks may change over time, so we'll need you to be adaptable and flexible as we continue to meet our clients' needs.


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About You

5+ years leading a Service Desk team, ideally in legal or professional services Strong understanding of SLAs, FCR, CSAT, and service performance metrics Proven track record in service improvement and process change ITIL Foundation certified (Intermediate/Expert a plus) Skilled in change management, incident reviews, and root cause analysis Excellent communicator with strong stakeholder and vendor management skills Organised, detail-oriented, and able to manage multiple priorities Customer-focused leader who drives continuous improvement Flexible to work outside standard hours when needed
Nice to have:Experience with cloud, infrastructure, cybersecurity, or standards like ISO27001 / CE+
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What are we like to work for?

Impact-Driven Purpose:

We align profit with social purpose to create lasting positive impact for our people, communities, and planet.

Committed to the Climate:

Through our Climate & Nature Group, we reduce environmental impact and drive a just transition to net zero.

Championing Inclusion

: We foster a diverse, inclusive culture where creativity and innovation thrive.

Flexible and Hybrid Working:

Our hybrid model supports balance, with part-time options and at least two office days weekly.

Progressive Benefits:

We offer green pensions, IVF support, private healthcare, and more for your well-being and growth.




At Bates Wells, equity, diversity, and inclusion are part of who we are and how we work. As a B Corp and purpose-driven law firm, we're committed to building a workplace that is fair, inclusive, and representative of all.###

About Bates Wells

At Bates Wells, we're not the average law firm. We believe that actions speak louder than words. We strive to do the right thing as a business and to help our clients make a positive impact on their people and society.

Recruitment at Bates Wells - The use of AI

At Bates Wells, we are committed to transparency and fairness in our recruitment processes. We understand the importance of ensuring that our methods align with best practices and respect the privacy and rights of all candidates.

We would like to clarify that we do not use artificial intelligence (AI) to screen, sift, score, reject, or approve any recruitment decisions, at any stage of our recruitment process. Our recruitment decisions are made by hiring managers and the HR team, ensuring a personal and thoughtful approach to each candidate.

We do utilise AI technology in a limited capacity to enhance our recruitment process. Specifically, we use Metaview to record and transcribe interviews. This tool helps us maintain accurate records of interviews, to support objective scoring of answers based on evidence and ensures that we can review and reflect on the conversations held during the recruitment process. Importantly, Metaview is not used to evaluate candidates or make any decisions regarding their suitability for a role.

We are committed to maintaining the highest standards of privacy and fairness in our recruitment processes and will continue to review and update our practices to ensure compliance with all relevant regulations and guidelines.