Clio

Service Desk Manager

England, United Kingdom

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Legal TechnologyIndustries

Position Overview

  • Location Type: UK Based
  • Job Type: Full time
  • Company: Clio (ShareDo)

Clio is a global leader transforming the legal experience by improving the lives of legal professionals and increasing access to justice. ShareDo, part of Clio, is a cutting-edge adaptive work management platform for large law firms.

This role is for a UK Based Service Desk Manager to join the Customer Success Team. You will manage a global service desk team, ensuring exceptional customer support across multiple time zones. The ideal candidate has proven experience managing a global service desk and a strong understanding of support operations best practices, including SLAs, ticket management, and performance metrics. This is an opportunity to grow and develop the service desk function, building a high-performing support team as the company scales.

Responsibilities

  • Optimise Ticket Processing and Resolution:
    • Streamline ticket triage and prioritisation for timely and accurate issue resolution.
    • Focus on reducing ticket handling times while ensuring a high-quality customer experience.
    • Drive a high "right-first-time" resolution rate.
    • Consistently improve the speed and efficiency of ticket processing without sacrificing quality.
  • Service Desk Performance and Metrics:
    • Define and monitor key performance indicators (KPIs) such as first-contact resolution, SLA adherence, and time-to-resolution.
    • Regularly analyse performance metrics to identify bottlenecks or areas for improvement.
    • Use data-driven insights to set goals and improve operational efficiency.
  • Customer Experience:
    • Ensure the service desk delivers a consistently reliable and positive customer experience.
    • Focus on customer satisfaction by resolving issues quickly and effectively.
    • Proactively address potential service issues by identifying recurring patterns and implementing preventive measures.
  • Team Leadership and Development:
    • Lead, mentor, and develop the service desk team.
    • Foster a collaborative environment focused on improving customer satisfaction and service desk performance.
  • Cross-functional Collaboration:
    • Work closely with cross-functional teams to streamline logistics, improve operational efficiency, and enhance the overall customer journey.
    • Develop and implement workflows and feedback loops for timely issue resolution.
    • Lead continuous improvement initiatives by identifying process gaps and driving performance enhancements.

Requirements

  • Proven experience in managing a global service desk.
  • Strong grasp of best practices in support operations, including service level agreements (SLAs), ticket management, and performance metrics.
  • Ability to adapt strategies to meet the needs of different regions.

Skills

Service Desk Management
Incident Resolution
Troubleshooting
Customer Support
Support Operations
SLAs
Ticket Management
Performance Metrics
Global Support Coordination
Team Leadership

Clio

Legal practice management software provider

About Clio

Clio provides legal practice management software that helps law firms operate more efficiently. Its two main products, Clio Grow and Clio Manage, serve different purposes: Clio Grow enhances the client intake process and engagement, while Clio Manage allows firms to organize tasks, manage cases, handle documents, and process payments in one platform. Clio caters to a diverse clientele, from solo practitioners to large firms, and operates on a subscription model, charging users monthly or annually for access to its software. The goal of Clio is to improve the efficiency of legal practices and reduce administrative burdens, ultimately supporting their growth.

Burnaby, CanadaHeadquarters
2008Year Founded
$1,279.9MTotal Funding
SERIES_FCompany Stage
LegalIndustries
1,001-5,000Employees

Benefits

Company equity
401k
Parental leave options and stipend
Flexible paid time off
Stipend to support WFH
Various wellness benefitsand programs

Risks

Emerging AI-driven legal tech startups could challenge Clio's market share.
Staying private may limit Clio's access to public market capital.
Significant investment in AI and expansion may strain Clio's resources.

Differentiation

Clio offers a comprehensive suite for law firm management, including client intake and payments.
Clio's products, Clio Grow and Clio Manage, streamline operations for legal professionals.
Clio's cloud-based platform supports solo practitioners and large law firms alike.

Upsides

Clio raised $900M in 2024, marking the largest Canadian software funding round.
Clio plans to enhance AI capabilities and expand into international markets.
Clio's subscription model generates $200M in annual recurring revenue.

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