We are a national law firm offering a unique collection of specialisms across the commercial, public, health and insurance sectors, with offices in Birmingham, Exeter, London, Manchester and Nottingham. We have long-standing relationships with an impressive range of clients and aim to truly understand their needs to deliver an exceptional service which exceeds their expectations and makes their life easier.

Purpose of the role:

To supervise and oversee the day to day operation of a team of five 2nd line engineers based on an award winning service desk. The team provide desktop support to over 900 firm colleagues across our 5 office locations. Ensure that the team continue to meet their SLAs and that they provide a consistent excellent level of service to our colleagues.

Responsibilities:

  • Pro-actively plan and resource the 2nd line team, in order to support any high profile client meetings / events, site visits or scheduled maintenance (E.G. Site power downs)
  • Regularly monitor the 2nd line incident and service level queues, ensuring they are assigned to an individual and responded to in line with the team SLAs
  • Day to day management responsibility for the 2nd line team, including biweekly 1-2-1 meetings, annual appraisals and performance management where required
  • Work alongside other firm departments to assist with internal projects that require IT support (E.G. Desk moves, office furniture changes and implementations that require IT kit to be setup)
  • Ensure that equipment built and configured by the 2nd line team (E.G. Laptops and desktop PCs) meet the quality checking criteria and feedback any quality failures to the individual concerned as part of their regular performance review
  • Provide a weekly progress report to the IT Service Desk manager on team SLA levels and progress with assigned projects / tasks
  • Liaise with the Service Desk manager and 1st line team leader in the event of major incidents, acting as an escalation point as part of the defined major incident process
  • Ensure the IT asset register is regularly updated and maintained in accordance with our asset management policy
  • Liaise with the Technical (3rd line) team to facilitate the resolution of incidents and service requests that the 2nd line team are unable to resolve, ensuring any incidents or service requests assigned to them have been correctly logged and investigated
  • Schedule and resource out of hours application testing when requested by the IT Operations manager, following an application upgrade or scheduled downtime
  • Monitor our Malware reporting tool and ensure that any instances of malware or virus detections on devices are dealt with in accordance with our security process

Technical skills:

  • Knowledge of Windows 7 and Windows 10 Enterprise environments
  • Excellent knowledge of Microsoft Office 2010 (including Skype for Business, Word, Excel, Outlook and Power Point)
  • Knowledge of Microsoft SCCM and SCSM 2010
  • Good knowledge of laptop and desktop PC hardware components
  • Knowledge of the FileSite document management system would be advantageous
  • An understanding of legal applications such as Visual Files and BigHand would be advantageous

Compliance:

  • You will be expected to be familiar and compliant with the full range of regulatory policies and procedures including: equal opportunity and diversity, data protection and confidentiality/security, anti-bribery and anti-money laundering etc.
  • You will also be required to undertake mandatory compliance training as required

Person specification:

As part of the IT team, you would be expected to have the following skills and experience:

  • At least two years’ experience leading a small team of IT analysts or engineers
  • Able to work both independently and in a team-oriented, collaborative environment
  • Ability to effectively prioritise and execute tasks in a high pressure environment
  • Excellent planning and organisation skills
  • Highly self-motivated and directed, with the ability to delegate and motivate a team
  • Excellent communication skills and the ability to communicate with colleagues across a variety of levels within the firm

Education & Work Experience:

  • Hold an ITIL qualification
  • Experience of working within an IT service desk environment in legal services would be beneficial, but is not essential

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