Description

We’re currently seeking an Enterprise IT Manager to lead and support our Deskside Support team on a fixed 12-month contract, while collaborating closely with our ITSM and Enterprise Applications teams. This role plays a key part in ensuring our Enterprise IT services align with business priorities and deliver a consistently positive experience across the organisation.

Key Responsibilities

This is an exciting opportunity for a people-first leader who is passionate about service excellence, team development, and continuous improvement. You’ll serve as a trusted escalation point, a mentor, and a collaborative partner across IT and business units.

• Act as the escalation point for complex Enterprise IT issues.

• Lead, train, coach and mentor a global team of deskside support specialists to ensure excellent customer service and technical support across the organisation.

• Provide technical expertise and rich guidance to the team in-person and remotely, ensuring they have the knowledge and skills to resolve complex technical issues.

• Partner with the global ITSM and Enterprise Applications teams to contribute to reliable and consistent service delivery, handling escalated technical issues that cannot be resolved by the support team.

• Champion continuous improvement by refining processes, enhancing documentation and modelling a culture of learning and feedback.

• Monitor team performance metrics, such as resolution rates, response times, and customer satisfaction, and implement plans to improve performance.

• Foster strong relationships with internal partners to support collaboration, transparency, and alignment.

• Develop and implement training programs to support professional growth and team effectiveness.

• Prepare, analyze & communicate insights from, reports to inform decision-making and identify opportunities for innovation and growth.

Skills, Knowledge & Expertise

• 7+ years of professional experience in IT, including a minimum of 2 years leading or managing people with a focus on team development and support from a global perspective
• A solid foundation in hardware, software, and networking fundamentals.
• A collaborative leadership style that encourages trust, empowerment, and shared accountability to achieve goals.
• Strong interpersonal and communication skills, with a passion for delivering excellent customer experiences.
• Proven ability to thrive in a fast-paced, dynamic environment, while maintaining attention to detail and prioritisation.
• Experience with IT service management frameworks such as ITIL.
• A bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Nice to Have
• Industry certifications such as CompTIA A+ or ITIL.
• Familiarity with remote support tools and technologies.
• Experience with scripting (e.g., PowerShell, Python).
• Exposure to project management and process improvement methodologies.

Job Benefits

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

Do you share our DNA?

• We ask how tomorrow can be better than today

• We are passionate about solving our customer's challenges

• Our ideas break boundaries

• We value different perspectives and encourage dialogue

• We take ownership and celebrate together

About Dye & Durham

Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between.

Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.