EMEA Service Desk Team Lead – Growing US Law Firm – Remote Working & Generous Salary

  • Job Type :



  • Salary : Generous Salary Experience Dependent

Expanding US law firm is looking to hire a new EMEA Service Desk Team Lead on a permanent basis. This will be the first hire of its kind outside the US. This role will be a largely remote working role owing to this position supporting the EMEA region, with hours being optional of either 5am to 1:30pm or 6am to 2:30pm.


The focus of this role will be to provide high-quality support and leadership to the Service Desk Team. The role will need consistently strong customer service skills, technical expertise and proactiveness to ensure all tasks are carried out in a timely manner.


Core Duties:

  • Candidates will need to be well versed in 1st, 2nd & 3rd line support to ensure they can deal with any issues that may be sent to the Service Desk Team for desktop computer, mobile device, applications, telephony, and audio/visual support.
  • Liaising with other members of the support team and IT Teams in the US & UK, providing hands on support to colleagues across the EMEA region who are experiencing desktop, operating system, application, telephony, and connectivity issues, and provide complete and timely
  • Follow-through to successful resolution, engaging colleagues in a consultative capacity, taking a thoughtful and customer service oriented approach
  • Provide solutions and desired outcomes, performing hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure colleague satisfaction, providing tier 1 level support,
  • Planning and executing computer equipment installations, imaging, upgrades, and replacement projects and conducting research on computer products (trends in technology) in support of PC procurement and development efforts – evaluate cost benefit analysis of products and recommend hardware and installation purchases.
  • Team Leads will take a hands on approach in dealing with any escalated tickets or issues.
  • EMEA Service Desk Team Lead will need to be able to manage information reports, have knowledge of best practice frameworks such as ITIL & ISO20k and assist in the training of new and ongoing staff.


The firm is ideally looking for someone who is happy to commit to the hours and view them as a bonus to the role.  In terms of office attendance you would only be required once a month or every few weeks however a flexible attitude will be required around the needs of the firm as there is also an on call rota to assist with weekend/holiday cover.  The EMEA Service Desk Team Lead must have previous IT support experience, preferably from within a law firm, banking or professional services is essential additionally it is imperative you possess excellent teamwork and collaboration skills for projects that involve colleagues outside of London in other offices with excellent communications and interpersonal skills, and the ability to interact effectively with a broad range of people in a professional manner.  Salary will be flexible based upon experience.