IT Support Assistant (Legal)

Kennedys; City of Westminster; On-site; GBP 40,000 - 60,000; Full time

Job summary

A prestigious law firm is looking for a Legal Support Assistant Supervisor in the City of Westminster to manage a high-performing team. The role requires strong leadership skills, exceptional communication, and the ability to maintain compliance and quality assurance. Responsibilities include monitoring workflow, conducting performance reviews, and collaborating with various teams to ensure effective service delivery. This is a fantastic opportunity for someone with a passion for team development and operational excellence.

Qualifications

• Experience in a law firm with business services background.
• Proven leadership skills in a remote-based team.
• Highly organized and proactive individual.

Responsibilities

• Manage the LSA team and ensure meeting of service level agreements.
• Conduct performance reviews and assist in team development.
• Build effective relationships and ensure compliance with training.

Skills

Team leadership

Excellent communication

Problem-solving

Conflict resolution

Organizational skills

Tools

MS Office

ServiceDesk Plus

BigHand

Excel

PowerPoint

Job description

Kennedys LSA (Legal Support Assistant) team have a key role contributing to the effectiveness of the Firm by providing a comprehensive admin support service across the offices UK and global. The inhouse team of Legal Support Assistants (LSAs) are an integral part of the secretarial community, delivering document services to Kennedys offices. The team are quite diverse with a large and complementary array of skills and abilities existing under the Kennedys brand. The Supervisor Role is key to the continued success of the services delivered by the Legal Support Assistants. The Supervisor will report to the Team Leader and will be pivotal in supporting with the management of the workflow and providing guidance/support to our team ensuring they understand what is required of them and that they deliver an effective service to the business. This role is ideal for a confident Supervisor who is passionate about building a high performing team that delivers exceptional results. This role will encompass a combination of legal support and supervisory responsibilities. The role shall also require occasional attendance in the office to attend meetings and/or training.

Responsibilities

• Manage a team of direct reports within the LSA team alongside another LSA Supervisor reporting into the LSA Team Leader.
• Triage SD & BigHand by monitoring and allocating jobs alongside another LSA Supervisor. Support the team to achieve SLAs whilst reviewing quality control output. Reviewing with LSAs on a monthly basis during catch ups.
• Should deadlines on the documents appear unrealistic, raise with the team immediately to manage expectations. Flagging with the LSA Team Leader.
• Contribute and suggest ways to raise the profile of the LSA team across Kennedys using internal platforms such as the Intranet, newsletters, and requesting feedback to help promote the team.
• Expert matter for each of Kennedys practice areas and the different ways of working and support needs which will differ for each team. Be able to produce guidance sheets/create a knowledge bank for the LSA team.
• Developing our people - performance reviews, gathering feedback, helping to achieve SMART objectives along with the LSA Team Leader, holding regular one-to-ones to monitor, focusing on performance and productivity whilst helping to achieve career objectives.
• Assist with interviews from start to end, onboarding with a 5 experience.
• Kennedys helplines (insurance team) support the triage team in ensuring allocated LSAs are acknowledging calls within set timeframes.
• Work closely with the Healthcare Team Co Ordinators to oversee and at times cover the CMS upload allocation.
• Conducting meetings in conjunction with, with LSA Team Leader, with any employee relation matters / return to work discussions.
• Monitoring and approving holiday, absence management. Covering for the LSA Team Leader and colleagues as required.
• Create and maintain effective relationships with the LSAs and the wider teams you will be working alongside, ensuring strong upward management on timescales and completion of work which may emanate from anywhere within the business.
• Compliance - ensuring the LSAs have the knowledge and training, to be able to handle any admin tasks to reduce errors and potential issues. Ensures their team are attending all relevant training to continually develop capabilities.
• Working with the LSA Team Leader to address any skill gaps and training needs across the team, putting in place quality check reviews. Shares and promotes best practice to ensure consistently high quality standards are met.
• Early adopter - work closely with the LSA Team Leader on piloting of new technology initiatives and ways of working, engaging support for pilots giving providing constructive feedback, having a positive approach to help engage the wider LSA team.
• Encourage teamwork so all LSAs feel part of the team, working alongside the LSA Team Leader to discuss and implement ideas.
• Visual Identity - building the brand ensuring all documents comply with the Kennedys identity.
• Advanced proficiency in MS office familiarity with work flow tools such as ServiceDesk Plus, Kase, K2, BigHand, Excel, PowerPoint and Outlook.
• Provide cover for the other Legal Support Supervisor and Team Leader during holiday and absences.

Qualifications

• Experience of working in a law firm with a strong background in business services.
• Proven experience of leading and motivating a remote based team.
• Exceptional communication and people skills, with the ability to adapt their style and use influencing and negotiation techniques.
• Highly organised individual with a professional, confident and proactive approach to their role.
• Confident dealing with difficult and challenging situations.
• Understand and live by Kennedys values - approachable, straightforward, supportive and distinctive.
• Work in line with the Firm's Contribution Areas which are specific to your role and level.
• Effective at problem solving and conflict issue resolution, appropriate escalation and team work ethos.
• Strategic thinker with ideas for evolving and change especially with new technology, whilst being able to adapt to change, often at pace and bring others on the journey with them.