Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are currently seeking a UK Based, Service Desk Manager to join our growing Customer Success Team.

What your team does:

ShareDo, part of Clio, is a cutting-edge adaptive work management platform that empowers large law firms to develop tailored solutions for managing their work processes. We are currently targeting mid to large law firms who use ShareDo as their Case Management System to streamline processes, maximize margin, and provide improved client experiences.

In March 2025, Clio, the global leader in cloud-based legal technology, announced the strategic acquisition of ShareDo. Headquartered in Vancouver, Canada, Clio has offices in Toronto, Calgary, Dublin, Manchester, and Sydney, with a global workforce of 1,400+ employees.

We are looking for a Service Desk Manager to lead and optimise the support operations for Sharedo. In this role, you will manage a global service desk team, ensuring exceptional customer support across multiple time zones. You will be someone with proven experience of managing a global service desk.

Your primary responsibility will be to oversee service desk activities such as incident resolution, troubleshooting, and proactive customer assistance, ensuring an reliable customer experience. The ideal candidate will have a strong grasp of best practices in support operations, including service level agreements (SLAs), ticket management, and performance metrics, with the ability to adapt strategies to meet the needs of different regions as the service desk expands. This role also offers a unique opportunity to grow and develop the service desk function, establishing a high-performing support team and building it out as the company scales.

As Service Desk Manager, you will work closely with cross-functional teams to streamline logistics, improve operational efficiency, and enhance the overall customer journey. You will be responsible for developing and implementing workflows and continuous feedback loops that ensure timely resolution of issues, while maintaining a high standard of service. Furthermore, you will lead continuous improvement initiatives by identifying process gaps and driving performance enhancements.

What you’ll work on:

Optimise Ticket Processing and Resolution

• Streamline ticket triage and prioritisation to ensure timely and accurate issue resolution.
• Focus on reducing ticket handling times while ensuring a high-quality customer experience.
• Drive a high "right-first-time" resolution rate, ensuring that tickets are resolved correctly on the first interaction.
• Work towards consistently improving the speed and efficiency of ticket processing without sacrificing quality.

Service Desk Performance and Metrics

• Define and monitor key performance indicators (KPIs), including first-contact resolution, SLA adherence, and time-to-resolution, to ensure effective service delivery.
• Regularly analyse performance metrics to identify bottlenecks or areas for improvement in ticket resolution and processing.
• Use data-driven insights to set goals and continuously improve the service desk’s operational efficiency.

Customer Experience

• Ensure the service desk delivers a consistently reliable and positive experience for customers.
• Maintain a focus on customer satisfaction by resolving issues quickly and effectively while maintaining a high level of service quality.
• Proactively address potential service issues by identifying recurring patterns and implementing preventive measures.

Team Leadership and Development

• Lead, mentor, and develop the service desk team to ensure they are equipped with the knowledge and skills to resolve customer issues quickly and correctly.
• Foster a collaborative environment focused on improving customer satisfaction and service desk performance.
• Encourage a culture of continuous improvement, where team members actively contribute to refining processes and resolving tickets more efficiently.

Process Improvement and Automation

• Continuously evaluate and optimise service desk workflows to reduce ticket resolution time and enhance team efficiency.
• Implement and leverage automation tools where appropriate to handle repetitive tasks and allow the team to focus on more complex issues.
• Enhance self-service capabilities and knowledge bases to empower customers and reduce dependency on support tickets.

Proactive Issue Resolution

• Monitor and address recurring service issues, working with other teams to implement solutions that prevent future escalations.
• Ensure proactive monitoring is in place to identify and resolve issues before they impact customers.
• Collaborate with product and development teams to drive improvements based on common support requests and feedback.

Reporting and Continuous Improvement

• Regularly review key performance metrics and customer feedback to identify areas for improvement in service delivery.
• Provide detailed reports on service desk performance, highlighting successes and opportunities for enhancement.
• Lead ongoing initiatives to refine support processes and improve the overall customer experience, based on insights from performance data and customer feedback.

What you may have:

We’re seeking a dynamic and experienced Service Desk Manager who thrives in a fast-paced, global SaaS environment. You’ll bring at least 5 years of experience in managing a global service desk, ideally within a SaaS-based company, where you’ve successfully overseen operations across multiple geographies and time zones. Your passion for customer service excellence, continuous improvement, and operational efficiency will be key to elevating the customer support experience at Sharedo.

• Global Expertise: You have proven success in managing and optimising service desk operations across multiple regions, understanding the nuances of different markets, and ensuring the team delivers exceptional service worldwide.
• Improvement-Driven: You are passionate about identifying opportunities for improvement. You have a track record of implementing processes, workflows, and automation that streamline service desk functions, reduce ticket resolution times, and increase customer satisfaction.
• Hands-On Leader: You lead by example, immersing yourself in the details of daily operations and developing a deep understanding of the Sharedo product. This hands-on approach allows you to provide strategic guidance and practical solutions to the team.
• Data-Driven Decision Maker: You excel in using data to assess performance, identify bottlenecks, and drive improvements. Your analytical mindset ensures that every decision is backed by solid insights, helping to continuously elevate the service desk's efficiency and effectiveness.
• Exceptional Communicator: Whether with customers or your team, you excel in simplifying complex concepts and articulating them clearly. Your communication skills are a vital part of maintaining a positive relationship with both internal teams and customers.
• Customer-Centric: Above all, you are deeply committed to delivering a seamless and exceptional customer experience. You understand the importance of not just resolving issues, but creating positive, lasting impressions with every interaction.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits and dental coverage
• Hybrid work environment, with expectation for local Clions to be in office minimum 2 days per week on our Anchor Days.
• Flexible time off policy
• Pension contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The full salary range* for this role is £65,600 to £82,000 to £98,400 GBP.Please note salary bands may differ based on location and local currency. Additionally, benefit offerings may differ depending on the employee's location.

• We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

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