IT Support Team Lead (Law Firm) (London Area)

A fantastic opportunity has arisen for a 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

• Manage the User Support team using the Service Management toolset and provides accurate reporting on performance
• Coaching and mentoring the team to ensure that personal development, service standards and are being consistently applied
• Direct, motivate, delegate, and empower staff in the successful performance of their tasks and responsibilities while encouraging innovation
• Actively identify problems and look to address these with the respective team
• Carry out all relevant technical support and maintenance activities as required by Change Management, Incident Management, Problem Management, and Service Request Management processes.
• Take accountability for service delivery performance, meeting customer expectations
• Liaise with other internal support teams, internal senior management and suppliers in the day-to-day management of Incidents and Service Requests. And where appropriate initiate the escalation process for Major Incidents
• Take ownership of major incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews
• Attend and actively participate in all daily stand-up and team meetings
• Ensure all support calls are answered within agreed service levels and ensure users are kept informed of progress

**Experience working for a law firm is essentia l**

Attributes/Skills

• Experience working in a service desk environment
• Troubleshooting and problem-solving skills
• Experience supporting Microsoft Office
• High levels of customer engagement and communication
• Prior experience working in a legal, professional services or partnership environment
• Experience supporting satellite offices
• Remote Working and Access Technologies
• Zoom Meeting and Zoom Telephony
• Excellent communication and customer skills and an ability to work with nontechnical end- users and technical (Technology) staff
• Ability to work within a team framework, as well as under own supervision

**Experience working for a law firm is essential**