Senior IT Support Technician - Preston - Harrison Drury & Co

Description

Overview

Senior IT Support Technician

Harrison-Drury is a market leading Firm of solicitors with offices in Lancashire, Cumbria, and Staffordshire. We're delighted to be named one of the UK's Best Companies to work for, for the third-year running, placing at number 40 in the Top 100 Best Mid‑Sized Companies to work for list. We also ranked 10th in the Best Companies to work for in the Law sector — achievements that reflect our commitment to creating a supportive, people‑focused workplace.

About the Role

We're looking for an experienced IT Support professional to join our legal practice in Preston in a senior technical role with a clear pathway to team leadership. You'll provide expert second and third-line support, mentor junior team members, and play a key role in shaping our IT support operations. This position is ideal for someone who combines strong technical skills with the ability and desire to develop into a leadership position. Please note that the successful candidate will need a full, clean UK driving licence and ideally access to their own vehicle. We do have a company van, but there will be occasions when travel to other offices is required to provide wider IT business support.

Key Responsibilities

Technical Leadership

• Provide advanced second and third-line technical support for complex hardware, software, and infrastructure issues

• Act as technical escalation point for junior support staff, providing guidance and knowledge transfer

• Take ownership of critical incidents and major technical problems, coordinating resolution efforts

• Support and maintain firm wide applications including case management platforms, Microsoft 365 including Intune, transcription, AI solution, and practice management software

• Perform root cause analysis on recurring issues and implement preventative solutions

• Liaise with key software vendors and third-party support providers

Operational Excellence

• Monitor and improve support ticket metrics including resolution times, first-call fix rates, and user satisfaction

• Contribute to IT documentation, knowledge base articles, and standard operating procedures

• Identify opportunities to improve support processes and service delivery

• Participate in IT projects including system implementations, upgrades, and infrastructure improvements

• Assist with capacity planning and technology refresh cycles

• Support out-of-hours work for critical updates and maintenance windows when required

Emerging Leadership Responsibilities

• Mentor and coach junior IT support staff, helping them develop technical and professional skills

• Support the Head of IT with workload allocation and prioritization across the support team

• Lead by example in customer service excellence and professional conduct

• Contribute to team meetings with insights on service improvements and technical trends

• Assist with recruitment, onboarding, and training of new IT support staff

• Grow the emerging IT Support function to become your team

Essential Experience & Skills

Technical Expertise

• Minimum 3-5 years' experience in IT support roles with progressive responsibility

• Proven experience supporting Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive)

• Strong knowledge of Microsoft Intune including MDM, conditional access and policies

• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPN)

• Familiarity with endpoint security solutions such as Huntress EDR/ITDR/SIEM

• Competent with PowerShell or other scripting for automation and efficiency

Professional Competencies

• Leadership potential - You've informally mentored colleagues before and are ready to take on more formal leadership responsibilities. You lead through influence even without direct authority.

• Communication excellence - You can translate technical issues for executive-level stakeholders, write clear documentation, and facilitate productive conversations between technical and non-technical teams.

• Strategic thinking - You don't just fix problems; you identify patterns, suggest improvements, and think about how technology decisions impact the business.

• Emotional intelligence - You read situations well, adapt your approach to different personalities, remain composed under pressure, and build positive relationships across the organization.

• Accountability and ownership - You take responsibility for outcomes, follow through on commitments, and don't pass problems along without ensuring proper resolution.

• Continuous improvement mindset - You actively seek ways to enhance service delivery, streamline processes, and stay current with emerging technologies.

• Discretion and judgment - You understand client confidentiality requirements in legal environments and exercise sound judgment in sensitive situations.

Highly Desirable

• Previous experience in professional services (legal, accounting, consulting) or similarly regulated industries

• Experience with legal practice management software or document management systems

• Exposure to cybersecurity practices and compliance requirements (Cyber Essentials, ISO 27001, SRA requirements)

• Understanding of GDPR and data protection principles

• Previous experience coordinating or leading small teams or projects

• Familiarity with remote support tools and managing hybrid working environments

What We Offer

• Competitive salary reflective of experience

• Clear progression pathway to IT Support Team Leader with structured development plan

• Professional development budget for certifications and training

• Opportunity to shape the future direction of IT support in a growing practice

• Collaborative environment with exposure to senior management

• Hybrid working policy

• Employee bonus scheme and annual pay review

• Medicash health benefits cash plan and Employee Assistance Programme (EAP)

• Holiday entitlement increases with length of service

• Paid time off for voluntary work (2 days per year)

• Free conveyancing for the purchase/sale of your primary residence

• Free individual or mirror Wills

• Employee referral scheme

• Biannual promotion and salary uplift application process

• Regular social events, including our annual Christmas party and staff recognition awards

• Be part of an award‑winning, people‑focused firm.

Career Development Path

We're committed to developing this role into a Team Leader position for the right candidate. Over the first 12-18 months, you'll:

• Receive formal leadership and management training

• Gradually take on people management responsibilities

• Work closely with the Head of IT on strategic initiatives

• Develop skills in budget management, vendor negotiation, and service planning

• Build the competencies needed to lead and grow our support team