Desktop Support Team Lead - Law Firm

Published by Neal Fowler on July 28, 2022
Salary: £55,000 - £60,000 
Industry: Information & Communication Technology
Remote Working: Hybrid
Employment Type: full time
Location: Central London

Job Responsibilities

  • Responsibility for the IT System Engineers (2nd Line) in the UK and EMEA offices
  • Supporting team members through training and mentoring
  • Managing the daily call queues, performing quality checks and ensuring tickets are resolved across the offices within SLA's, ensuring all tickets are logged
  • Responsibility of escalations and early signs of potential Major Incidents
  • Identify and report patterns or trends of calls to the Service Management Team as a form of Problem Management
  • Attend Service Review meetings and represent ITSE to discuss incidents and voice of the customer
  • Create and maintain support documentation, and update in our knowledge base system providing any suggestions of improvements to the IT Training team with regards to the user guidance material
  • Build relationships with our customers and collect regular feedback on IT performance across the region, which will then be included in our weekly Service Forum
  • Ensure regular structured 1-2-1 sessions are scheduled.
  • Be the main point of contact for driving productive weekly team meetings.
  • Develop a continued service improvement plan on a monthly/quarterly basis to understand areas of improvements.

Skills Required

  • Previous experience managing a 2nd line team of systems engineers within a legal environment
  • Experience in major incident and problem management
  • Key Technologies - Win 10, O365, AD, Intune, Virtual Desktop, iManage, Aderant, InterAction, Bighand, InTapp
  • ITIL v3 or v4 certification
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