IT Support Team Lead (Law Firm)

JR United Kingdom; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

An exciting opportunity awaits for an IT Support Team Lead at a prestigious global law firm in London. This role is pivotal in managing the User Support team, ensuring high service standards, and fostering team development through coaching and mentoring. The ideal candidate will possess strong troubleshooting skills and experience in a legal environment, with a focus on enhancing customer engagement. Join a dynamic team where your contributions will directly impact service delivery and client satisfaction in a fast-paced, professional setting.

Qualifications

• Experience in a service desk environment is crucial.
• Must have experience working for a law firm.

Responsibilities

• Manage the User Support team and provide performance reports.
• Coach and mentor team members to ensure service standards.
• Own major incidents and coordinate resolution efforts.

Skills

Troubleshooting

Problem-solving

Customer engagement

Microsoft Office Support

Communication skills

Remote working technologies

Zoom Meeting

Zoom Telephony

Job description

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A fantastic opportunity has arisen for an IT Support Team Lead (Law Firm) to join our London-based global law firm on a permanent basis.

Experience working for a law firm is essential

Key Responsibilities

1. Manage the User Support team using the Service Management toolset and provide accurate reporting on performance.
2. Coach and mentor the team to ensure personal development, service standards, and best practices are consistently applied.
3. Direct, motivate, delegate, and empower staff in their tasks and responsibilities while encouraging innovation.
4. Identify problems proactively and address them with the team.
5. Perform technical support and maintenance activities as required by Change Management, Incident Management, Problem Management, and Service Request Management processes.
6. Take accountability for service delivery performance and meeting customer expectations.
7. Liaise with internal support teams, senior management, and suppliers in managing Incidents and Service Requests, including escalating Major Incidents when necessary.
8. Own major incidents, coordinate resolution efforts, and communicate effectively with stakeholders for post-incident reviews.
9. Participate actively in daily stand-up and team meetings.
10. Ensure all support calls are answered within agreed service levels and keep users informed of progress.

Experience working for a law firm is essential

Attributes/Skills

• Experience working in a service desk environment.
• Strong troubleshooting and problem-solving skills.
• Supporting Microsoft Office applications.
• High levels of customer engagement and communication skills.
• Experience in legal, professional services, or partnership environments.
• Supporting satellite offices.
• Remote working and access technologies.
• Experience with Zoom Meeting and Zoom Telephony.
• Excellent communication skills, able to work with both non-technical end-users and technical staff.
• Ability to work independently and within a team framework.