Service Desk Manager

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.