We are a leading international law and professional services firm providing legal, corporate and fiduciary services to global corporations, financial institutions, capital market participants and investment fund managers. With a global presence spanning the Americas, Europe, the Middle East and Asia, we advise on the laws of Bermuda, the British Virgin Islands, the Cayman Islands, Guernsey, Ireland and Jersey.

We treat everyone as the intelligent professional they are. Our approach is to trust and empower our people to deliver consistently, and enable them to succeed. Diversity is our secret weapon – it’s the sheer breadth of Walkers people that makes us who we are – gathered from across the globe and fluent in languages, jurisdictions and cultures that help us to mirror our clients and keep our own thinking in tune with the world in which we operate.

Job title: Regional IT Helpdesk Manager (Europe)

Location: Dublin (hybrid applies; 60% in office required)

Department: Information Technology

Reports To: Head of Global IT Support

Overview of role

We are seeking an experienced and dynamic IT Helpdesk Manager to lead our European IT Helpdesk team within a global law firm. This role is pivotal in ensuring the delivery of exceptional first and second-line technical support across multiple jurisdictions, maintaining high service standards, and driving continuous improvement through data-driven insights.

Key Responsibilities

Team Leadership and Management

- Lead and manage a multi-jurisdictional IT Helpdesk team across Europe.
- Foster a culture of accountability, collaboration, and customer service excellence.
- Conduct regular performance reviews, coaching, and development planning.
- Ensure appropriate staffing, scheduling, and coverage across time zones.

Service Delivery and Support

- Oversee first-line support for all technology services delivered to the firm, including hardware, software, and applications.
- Ensure timely resolution of incidents and service requests in line with SLAs.
- Manage hardware procurement, provisioning, and maintenance for end-user devices.

Monitoring and Reporting

- Utilize ITSM tools—particularly ServiceNow—to monitor, report, and analyze service levels.
- Produce regular dashboards and reports to track performance, identify trends, and drive improvements.
- Implement proactive monitoring strategies to reduce incident volumes and improve response times.

Collaboration & Stakeholder Engagement

- Work closely with other IT support teams (Infrastructure, Applications, Security, etc.) to ensure seamless service delivery.
- Act as a key liaison between IT and business stakeholders to understand needs and align support strategies.
- Participate in global IT initiatives and contribute to cross-regional alignment.

- Build and maintain strong relationships with key stakeholders across the region, including Office Managing Partners and senior C-level executives.
- Ensure IT support services are aligned with business priorities and expectations.
- Act as a trusted advisor and escalation point for senior stakeholders regarding IT service delivery and performance.

IT and Process Management

- Ensure adherence to ITIL best practices across Incident, Problem, and Change Management.
- Maintain and improve helpdesk processes and documentation.
- Lead root cause analysis and implement corrective actions for recurring issues.

Required Skills and Experience

- Minimum 10 years of experience in IT, with at least 5 years in a management role.
- Proven experience managing a geographically dispersed helpdesk team.
- Strong proficiency in ServiceNow and other ITSM platforms.
- Deep understanding of the Microsoft 365 suite and related services.
- Familiarity with legal sector applications such as Aderant and iManage is beneficial.
- Excellent communication, leadership, and stakeholder management skills.
- Demonstrated ability to drive service improvements through data and analytics.

Qualifications

- ITIL Foundation certification is mandatory; advanced ITIL certifications are highly desirable.
- Relevant technical certifications (e.g., Microsoft, CompTIA) are a plus.

Personal Qualities and Skills

- Strong leadership and team-building capabilities.

- Excellent verbal and written communication skills.

- Proactive mindset with a focus on continuous improvement.

- Resilience under pressure and ability to manage multiple priorities.

- Customer-first attitude with a commitment to service excellence.

- Ability to foster collaboration and build strong relationships across teams.

Walkers global is an equal opportunity employer. Equality and diversity are key to our global identity and an integral part of our goal to continue being an employer of choice. We are committed to a work environment that supports all individuals irrespective of gender, ethnicity, nationality, race, religion, marital status, age, disability, pregnancy, sexual orientation, gender identity or any other applicable legally protected characteristics. We make every effort to ensure that employment opportunities are open and accessible to all purely on the basis of personal ability.

Regional IT Helpdesk Manager (Europe)

Job Description