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Help Desk Manager
Ingot Legal Recruitment. Provide strategic leadership and direction to the Support team.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing support teams while fostering collaboration and communication. Possesses expertise in legal software and a solid foundation in IT, complemented by effective training and customer service skills.
Highest-signal resume keywords
Legal Software KnowledgeTeam LeadershipCustomer Service ExperienceTraining and DevelopmentBachelor's Degree in Computer Science
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Legal SoftwareCustomer ServicePerformance MonitoringSelf-Help Material DevelopmentKey Performance Indicators
Soft Skills
Excellent CommunicationCollaborative TeamworkAttention to DetailTime ManagementIndependent Work
Certifications & Qualifications
Qualification in Legal DisciplineProgression Towards IT Qualification
Industry Keywords
Legal IndustryConveyancingInformation ServicesOperational Excellence
About the role
Key responsibilities & impact- Provide strategic leadership and direction to the Support team.
- Provide training and coaching to develop support staff to achieve targets.
- Improve self-support tools by developing better self-help material (written how-to articles, demo videos, etc) for internal and/or external stakeholders.
- Proactively monitor queue systems and performance against key performance indicators.
- Ensure that the Helpdesk teams have the resources, tools, training, and processes to deliver operational excellence.
- Work collaboratively with other internal stakeholders to achieve the best outcomes for customers.
- Act as an escalation point for assisting customers with specialised and complex requirements or inquiries.
- Able to work independently and efficiently to meet deadlines.
Requirements
What you’ll need- Strong product knowledge of using legal Software
- 4-5 years' experience within the legal, conveyancing, information services or operational industry
- 1 year+ customer service experience
- Proven ability to lead a high-performing team
- An aptitude for training and the communication of complex concepts in a simple manner
- Excellent communication, customer service and writing skills
- Demonstrate strong collaborative teamwork and people skills
- Thrives working with an intellectually stimulating, high-energy team
- Attention to detail, ability to manage time effectively, ability to work independently but within a team environment
- Ability to meet deadlines and commit to team goals
- Qualification (or progression towards a qualification) in a legal, numerate IT discipline
- Bachelor's degree in computer science, information technology, or a related field
Benefits
Comp & perks- Friendly, supportive, and driven culture
- 8% of your salary into your pension
- Private Health Insurance, including Optical and Dental
- £50 a month gym contribution
- Life Insurance cover
- Employee Assistance Program
- Professional Development Fund - £500 yearly learning allowance to grow & upscale your career
- Enhanced Parental leave
- PerkBox Membership
- Cycle to work scheme
- 25 days holiday (plus 8 bank holidays)
- Work Anniversary Rewards
- Paid time off to give blood
- Volunteer Day – 1 day per year for a charity of your choice
- Free healthy breakfast, light lunch, and snacks
- A dog friendly office