IT Systems Engineer Team Lead - Law Firm

Job Responsibilities

Responsibility for the IT System Engineers (2nd Line) in the UK and EMEA offices
Supporting team members through training and mentoring
Managing the daily call queues, performing quality checks and ensuring tickets are resolved across the offices within SLAs, ensuring all tickets are logged
Responsibility of escalations and early signs of potential Major Incidents
Identify and report patterns or trends of calls to the Service Management Team as a form of Problem Management
Attend Service Review meetings and represent ITSE to discuss incidents and voice of the customer
Create and maintain support documentation, and update in our knowledge base system providing any suggestions of improvements to the IT Training team with regards to the user guidance material
Build relationships with our customers and collect regular feedback on IT performance across the region, which will then be included in our weekly Service Forum
Ensure regular structured 1-2-1 sessions are scheduled.
Be the main point of contact for driving productive weekly team meetings.
Develop a continued service improvement plan on a monthly/quarterly basis to understand areas of improvements.

Skills Required

Previous experience managing a 2nd line team of systems engineers within a legal environment
Experience in major incident and problem management
Key Technologies - Win 10, O365, AD, Intune, Virtual Desktop, iManage, Aderant, InterAction, Bighand, InTapp
ITIL v3 or v4 certification

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