We are the champions of honest staff solutions for businesses. We have run our organisation to this philosophy since 2008


Outstanding customer service, professionalism, honesty. Let our clients tell you more...

your search

To our candidates, we guarantee:

To treat all candidates as individuals, so for example we will never send your CV to anyone without discussing the role with you first

To work tirelessly to get you your dream job

< back to jobs list

Frontline Service Manager


  • Ref: FSM/CAB
  • Location: Southampton
  • Type: Permanent
  • Hours: Full-time
  • Salary: Up to £55,000

Rock Recruitment are delighted to be working in partnership with our prestigious client who is a leading national Law Firm. This is a fantastic opportunity to lead the ICT Service Desk and Frontline Services team day to day, co-ordinating response and fulfilment of incidents and requests to achieve agreed service levels.

Main Duties:

• Manage a team of 8 Service Desk operatives and 6 site based/ field staff 'second line' to deliver frontline services to 1100 users.

• Develop and mature the IT Service Catalogue and Service Charter.

• Ownership and evolution of operational methodologies and governance processes, with application of ITIL concepts.

• Problem and root cause analysis and service improvement, across a complex and multi-vendor environment.

• Responsibility for development and creation of regular IT Performance, Availability and Capacity Reports, with support from the Head of IT Operations.

• Implementation of Service Desk Self-service capability.

• Enhanced Service desk management software services.

• Ensure operations are compliant with all Information Security standards including Cyber Essentials Plus and ISO27001, supporting team members to follow all processes and procedures accordingly.

About you:

• 4 yeas Service Desk Management experience, in a business services environment.

• Strong leadership skills, with an ability to focus the operational team on providing swift and high quality support and delivery services.

• Incident and Problem Management and driving teams to meet SLAs.

• Excellent written and verbal communications skills - will be able to work well with stakeholders at all levels.

• Proficient in Microsoft Office applications and relevant software.

• Technical industry qualifications/certifications appropriate to senior Operations Management and Service Delivery roles, ITILv2 or above practitioner preferable applications.

• Agile scrum methodology and ability to manage multiple and varied tasks.

• Technical understanding and expertise of C#, MS SharePoint, JavaScript, SQL server, configuration and customisation around Dynamics CRM,TFS - source code control, bug / issue tracking, and debuggers.

• Experience within a legal environment (Desirable).

• Educated to degree level -ideally in an IT or technology discipline (Desirable).

If you would like to apply, please submit your CV. All applicants will be treated in the strictest of confidence.


Camila Ancell-Begley
01202 237129


Name is required
Telephone number is required
Email Address is required

Message is required

Please note that we will only accept the following file formats: .doc, .docx and .pdf

Items marked * are required