IT Service Team Leader

DMH Stallard is an award winning South East law, Legal 100 firm with offices in London, Brighton, Gatwick, Guilford, Horsham and Hassocks. DMH Stallard has grown rapidly since it was established in 1970, and has a headcount of approx 380. Our firm provides a comprehensive range of commercial, dispute resolution and litigation, employment, cyber security and cyber-crime, corporate, intellectual property, real estate and technology, media and telecoms advice to both businesses and individuals. Our clients, our people and our professional networks are the keys to our success.
The department

JOB PURPOSE:

Our overall IT Support service is provided through a combination of a remote IT support vendor providing remote telephone 1st/2nd line support, an in-house team who fulfil more advanced support requirements or deal with on-site issues, and multiple software and hardware support vendors. The purpose of this role will be to provide holistic oversight of the vendors and internal IT support staff to achieve an effective IT support function to the firm.

The internal IT support team consists of the IT Support Team Leader role, an IT Support Coordinator and two IT Support Technicians, all of whom are based in our Gatwick office, but frequent other offices on a regular basis.

Out of hours and weekend work will occasionally be required to test software and hardware changes. This time will be returned to you as time in lieu., Location: You will primarily work from our Gatwick office but regular visits to our other offices in London, Brighton, Guildford, Horsham and Hassocks will be required. You will need to attend the office(s) 4 times a week and can work remotely one day a week. However you may sometimes be require to work 5 days depending on business requirements. If an additional remote working day is required this can be requested on an ad-hoc basis., Our overall IT Support service is provided through a combination of a remote IT support vendor providing remote telephone 1st/2nd line support, an in-house team who fulfil more advanced support requirements or deal with on-site issues, and multiple software and hardware support vendors. The purpose of this role will be to provide holistic oversight of the vendors and internal IT support staff to achieve an effective IT support function to the firm.

The internal IT support team consists of the IT Support Team Leader role, an IT Support Coordinator and two IT Support Technicians, all of whom are based in our Gatwick office, but frequent other offices on a regular basis.

Out of hours and weekend work will occasionally be required to test software and hardware changes. This time will be returned to you as time in lieu.

The IT environment:

Desktop and application delivery to the end users is currently via Citrix (Virtual) Desktop which is delivered by a Managed Service Provider, who also currently host, maintain and support all our servers.

The main software packages currently in use (primarily via Citrix Desktop) are:

• Microsoft 365 (including Exchange Online)


• Aderant PMS


• iManage DMS


• Bighand Dictation


• Microsoft Teams


• Aderant Handshake (SharePoint based intranet)


• Litera pdfDocs and compareDocs


• Azure Active Directory


RESPONSIBILITIES AND DUTIES

• General

+ Provide holistic oversight over the IT support vendor and the internal IT Support team to ensure a high quality IT support service is delivered
+ Review logged IT support calls regularly to ensure calls are being handled effectively, prioritised correctly, assigned quickly to the right people, regularly updated (including updates to the user), and logged with accurate and complete information
+ Take action to progress languishing calls
+ Ensure processes are followed in an accurate and timely manner, particularly starters and leavers processes
+ Run/attend daily stand-ups with the IT Support vendor and in-house team to progress IT support issues, and provide feedback on how ticket handling or processes may be improved
+ Review tickets once a week with each team member to ensure standards are kept satisfactory
+ Ensure all offices are visited by an IT technician at least once a week
+ Backfill essential IT Support Coordinator responsibilities in their absence
+ Monitor IT support team performance and feedback to the IT Service Manager


• User IT Support

+ Where necessary, provide direct user IT software and hardware support in person or remotely
+ Provide user guidance on "how to" queries
+ Log tickets and coordinate issues with third party vendors where required
+ Log all incidents accurately in our incident logging system


• Communication

+ Send clear and concise email notifications to the firm or affected users about downtime and maintenance in the absence of the IT Service Manager


• IT Administration

+ Ensure a knowledgebase is updated with any repeat issues or queries and their solutions
+ Order IT equipment
+ Carry out IT administrative activities as required


• Logistical hardware and End User Device support

+ Arrange or provide logistical support around training sessions, desk moves and other physical changes
+ Ensure new starters receive any hardware required in a timely manner
+ Setup laptops including image deployment via InTune


• User IT Guidance

+ Provide users with guidance on how to use software products, escalating to the IT Trainer where necessary


• Other

+ Thoroughly test software and hardware changes when required
+ Provide ad-hoc project support


• Proven experience leading an IT Support function consisting of in-house staff and third-party vendors


• Excellent communication skills, both verbal and written


• A personable and approachable nature


• A strong knowledge of Windows 10/11 and Microsoft Office- in particular Word and Outlook


• Exchange Online


• Active Directory


• A sound knowledge of cyber security


• Proven ability to learn new software applications, either through provided training or independent learning and research.


• Excellent organisational skills


• Ability to work effectively both individually and as part of a team


• Experience working with legal applications would be beneficial


• A knowledge of ITIL would be beneficial


• Access to a car is required