Ramsdens are an award winning Legal 500 recommended full-service law firm with offices across Yorkshire. We enjoy a reputation for the highest quality of staff, and Firm's record of achievement results from the efforts of excellent staff, both legal and support. An exciting position has arisen for a full time IT Support Team Leader to work at our Admin centre based in Brighouse, West Yorkshire. Please note this is an office-based role initially, once established there is the scope to work from home 2 days per week subject to work schedule, so you must be comfortable with the commute into Brighouse during standard working hours.
We are looking for an IT Support Team Leader to join our in-house IT team. As an IT Support Team Leader, you will lead by example and be the first point of contact for our end users.
You will be responsible for managing the IT Support team, currently a team of three, supporting around 290 users across 12 sites and will be required to deal with support requests (incident and request) through mediums such as Telephone calls, Email and face to face contact.
You will be a strong communicator and will be responsible for ensuring all support incidents, requests and problems are logged in the company ITSM toolset, communicate with the business where business impacting events occur and will ensure that the team resolve support requests in-line with the IT Teams SOP’s.
Main Responsibilities
* Leading and mentoring the IT Support Team to provide excellent customer service
* Log, update and resolve support calls, escalating with third parties where required, managing through to completion ensuring that expectations and communication is maintained throughout
* Ensure high priority calls are dealt with quickly and efficiently
* Monitor response times and take appropriate action to improve performance
* Identify reoccurring issues and consider options to overcome these
* Support end users on core systems such as but not limited to:
* File sharing platforms such as SharePoint/Egress/Mimecast Large File Send
* MatterSphere OMS Case Management System
* Mimecast email gateway
* SSRS & Power BI
* Work collaboratively with the wider IT service provision and business to create strong working relationships
* Manage the workload of the team to ensure effective use of time
* Identify and develop effective training for the IT team
* Oversee and maintain the IT team’s knowledgebase, and system documentation
* Oversee, manage and participate in the SLAM process (Starters, Leavers and Movers)
Additional Responsibilities
* Promote IT Policies and Procedures ensuring that they are always adhered to and immediately report any identified breaches
* Participate in and lead IT project work as and where required, with strong focus on pre-deployment testing, documentation, user acceptance testing and end user delivery ensuring that projects are implemented effectively with minimal issues encountered
* Proactively identify and lead Continual Service Improvement opportunities
* Oversee, manage and regularly audit the IT Asset Management process
* Oversee and manage installation and support of the firm’s hardware estate, i.e., Mobiles, Tablets, Laptops and VC equipment
* As and where required attend client site to perform tasks such as end user support, equipment setup or involvement in project related work
Role Specific Requirements
* Must be able to self-manage, continually analysing and re-prioritising as appropriate
* Foster a positive attitude with focus on best outcome for the end user
* Full clean driving license
* Strong troubleshooting and investigation skills
* Working knowledge of IT desktop setup and OS installation and configuration
* Good knowledge of Practice/Case Management Systems
* Good knowledge of Microsoft office
* Good knowledge of Azure 365 technologies, Active Directory & Microsoft Exchange Online
* Able to quickly learn and adapt applying technical information.
* Knowledge of Antivirus, Drive encryption
* Experience in leading and supporting a small team would be desirable
* Experience within a legal or professional services environment would be desirable
If you have what it takes, we would love to hear from you. Please email your CV to us.
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