Office Technology Manager, Europe - London, United Kingdom - Ryder Reid Legal Ltd

Ryder Reid Legal Ltd

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Leadership:

Leadership of a team of Office Technology Specialists including objective setting, tracking and evaluation, leading training and development plans, coaching, being the hierarchical escalation point and being the technical escalation point whereappropriate; categorising, organising and prioritising multiple workstreams, to align resource profile with demand profile, to meet deadlines and to deliver service to meet the expectations of the firm.

Customer Engagement: Regularly engage with a variety of customer groups to gain feedback on the performance of the team and the services and make changes as needed to respond positively to such feedback and/or to pass on such feedback to other IS teamsto respond positively.
Team engagement: Regularly engage with the OTM for Asia region, and the Associate Directors IS Office Operations and OTMs for US region, to collaborate and to give and receive intelligence on IS Office Operations processes and the user experience such thatimprovements to processes and systems may be made globally.
Service Management: ensure that all issues, requests and 'howdoI's' are recorded, regularly updated, tracked, prioritised, and resolved in a timely fashion with appropriate information, in the firms IT Service Management platform. Perform regular analysisof demand patterns and trends and engage with own team and other IS teams to deliver changes needed to positively respond to such trends.

Engage with other IS teams re:
the raising of Change Requests and other Service Management activities.

Oversee and actionthe lifecycle of processes, including creation, updating, adherence, and retirement of processes to enable efficient and effective working practices.

CORE Systems:
Documents as necessary all local technical systems and full lifecycle processes (including but not limited to: provision, maintenance, support, retirement) in conformance with firms operational planning; maintains and updates, or oversees the maintenanceand updating of, documentation.
Has operational responsibility for local installations of Firmwide systems.
Asset Management: Is accountable for all local office computer equipment, including hardware (firm owned and leased), software systems and licenses, and related networking or other equipment; leads and oversees the maintenance of asset inventory includingpurchase, change control and disposal documentation.
Technical Operations: Develops, maintains and oversees daytoday operations of computing and services for local office, including:
Establishment of operational schedules for services and support; monitors operations and troubleshoots problems; schedules and supervises preventive maintenance and service, in coordination with Firmwide IS teams', schedules and oversees new installations,upgrades and conversions; monitors equipment usage, plans for capacity and high performance throughout and makes recommendations for system upgrades; supervises, trains and generally directs the activities of technical support staff and vendors.
Plays an appropriate role in major incidents, attending emergency bridge calls as needed to manage incidents efficiently and effectively.
Develops and dates documentation of technical systems, programming and user configurations and procedures for all office computing systems as necessary; responsible for monitoring all IS tickets that relate to the local office.
Training: Works with the Training team to coordinate local training needs with firm wide technical and local training resources; provides Legal Professionals with technical service and/or consulting when required for clients and legal practice.
Budget: Coordinates with Firmwide IS departments, is responsible together with the regional IS director for identifying local office needs for consolidation into Firmwide IS budgets. Monitors expenditures, anticipates and analyses variances and reviewswith Firmwide IS management proposed corrective actions or alternative courses of action as required.
Security: Is responsible for the physical security of computer systems in the local office, including facilities and access to hardware, software and data; coordinates with Firmwide IS regarding virus protection on local and remote systems, and securitysystems for portable computer equipment assigned to the local office.
Firmwide, Central or

Additional Management Responsibilities:
May have Central IS, other projects, departments or responsibilities assigned as projects or ongoing services require.