Deskside Support Team Leader - London, United Kingdom - Ashurst LLP

Ashurst LLP

Verified Company

London, United Kingdom

2 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About Ashurst
Ashurst is a leading progressive global law firm with a rich history spanning more than 200 years.

We are proud of our history and are future-focused, having expanded into new technologies through our NewLaw division, Ashurst Advance, and our consulting arm.

Our in-depth understanding of our clients and commitment to providing excellent standards of service have seen us become a trusted adviser to local and global corporates, financial institutions and governments in all areas of commercial law.

To find out more please visit.

Department/Role overview
Our IT team is looking for an experienced Service Delivery Team Leader to join our London Service Delivery Team. This role will guide and advise staff on all aspects of the firm's IT services.

You will provide day to day management of the on-site analysts to ensure the Team provides an effective, efficient and client-focused support service to the firm and exceeds expectations when considering Client and Fee earning matters.

You will also be responsible for end to end ownership and resolution of all IT support issues, continual improvement of processes within your scope, management, support and maintenance of the firms desktop environment

Hours of Work
Monday to Friday, 35 hours per week, 8 hours a day (including an hour for lunch) The shift will be between the hours of However you will be required to work such additional hours as are necessary to carry out your duties You may be required to work additional hours to facilitate business critical escalations

Main responsibilities

Day to day management and development of the London Service Delivery Team, dealing with any operational and staff issues, shift rotas, holidays and planning, liaison with other IT staff and escalation to Service Delivery Manager(s) as necessary.
Continually look for ways to improve the overall support services to the firm through knowledge and process management.
To ensure the resolution of all IT incidents and service requests within agreed Service Level Agreement (SLA).
Regular analysis and reporting on team performance using the IT Service Management platform.
Ensure end to end ownership, communication and accurate ticket logging of all incidents and service requests.
Support the team to ensure continual service improvements, whilst encouraging all SME additional duties.
Understand the IT requirements of the business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent, professional and clientfocused service
Contribute to the effective operation and management of the onsite Service Delivery team to ensure they provides quality, correct and timely information and services to our clients
Management of difficult situations with the business in a timely fashion, communicating in a clear and effective manner.
Development of team members, including both technical and soft skills through 1 to 1 mentoring and training.
Successfully follow the agreed ITIL based processes and procedures, whilst continually reviewing to find improvements to the current incident and service request processes.
Help to provide support for all remote working services.
Support and maintain all desktop/laptop systems and printers. This may include liaising with maintenance companies and vendors
Assist with the management and communication of planned or unexpected downtime.
Work closely with business services to ensure all joint service request are fulfilled within SLA.
Responsible for IT knowledge management to ensure the necessary information up to date and is available to the right people at the right time.
Provide project resources for all key IT projects from inception through to "business as usual".
Work as a point of escalation for the global deskside teams 24x
Risk and Control: Ensure that all activities and duties are carried out in full compliance with our regulatory requirements and internal policies.

Essential skills and experience

Strong leadership skills
Previous Team Leader experience
Excellent Customer Service skills
Highly motivated; willing to continually update knowledge and skill sets Analysis and troubleshooting skills of all IT incidents
Flexibility: may occasionally be required to work evenings and weekends
Excellent communication skills with the ability to liaise, communicate and build good working relationships with all levels of staff within IT and across the business globally
Consistently working to provide a responsive, effective and personable IT support service to exceed our customer expectations.
Ability to identify business impacting incidents and escalate according to the escalation process
Ability to work effectively alone and within your team/group or project, under the appropriate supervision
Demonstrate strong leadership skills
Ability to mentor and coach staff to fulfil their po