Mishcon has experienced a huge amount of
growth in recent years and our success shows no sign of stopping.
We're currently ranked 30th Best Company to Work for in the Sunday
Times Top 100 (having featured in this list for the past ten years),
we have doubled in size in the last five years and are lucky enough
to retain a really strong, values-based culture. Our Technology team
also continues to go from strength to strength and we are involved
in some incredibly exciting and innovative initiatives across the
firm. Rather than being considered a necessary support function, our
Technology department is an integral part of the strategy of the
firm and this is reflected both by the level of Tech investment and
how Technology initiatives are discussed at the most senior level.
Technology features heavily in Mishcon's 10 year vision and the
level of innovation and the investment the firm places in technology
has led to us winning numerous awards, including FT "Innovation
in the business of law" and LegalWeek "Best use of
technology" in 2017.
Purpose
Reporting to the Technology Services Manager, the Service Response
Team Lead will provide day to day management for the Service Response
Team, ensuring the team provides a first level, effective and
efficient service response to the business. This will include
supporting the management in daily activities and coaching the team to
exceed business expectations.
Duties and Responsibilities
Leading the Service Response team and acting as an escalation
point for all issues or queries during office hours
Provide mentoring, coaching and upskilling to members of the
Service Response team
Organise and hold team and 1:1 meetings, providing a forum to
discuss issues and socialise team information
Manage the team rota, ensuring information is up to date and
socialised appropriately
Undertake absence management procedures, ensuring the response
team are effectively resourced in business hours
Monitor team performance, escalating issues to management when appropriate
Work closely with the Technology Services Manager to produce
management reporting relevant to team performance e.g. ACD Metrics,
KPIs, etc
Undertake skill/process gap analysis activities, identifying
further opportunities for training
Work closely with wider Service Delivery Team Lead to continually
improve the delivery of service. Take ownership of initiatives
relevant to service delivery and drive through to fruition
Work closely with any third-party providers or OOH Analysts to
socialise information, discuss issues and monitor ticket quality
Answer phone calls, log tickets and respond to mailbox tickets
when appropriate/in busy periods
Responsibility for the Apprenticeship scheme, liaising with Early
Careers/stakeholders to onboard and train new Apprentices' joining
the team
Build and maintain relationships with stakeholders throughout the business
Skills and Knowledge
Ability to prioritise issues in line with business imperatives
Experience in interviewing, reviewing CVs, chairing interviews, etc.
Experience of team management in professional environments
Experience in performance reviews
Incident and Major Incident management
Problem Management and ITIL Request fulfilment processes
Good understanding and experience of:
Active Directory
Azure
DNS
DHCP
Networking Technologies
Exchange Online & Office 365
Office 365
DMS (iManage Cloud)
PMS (Aderant / Expert Time)
CRM (Interaction)
BigHand (Digital Dictation)
Mobile Devices (iPad, iPhones, Android)
Intune
Printer maintenance
MS Office Templates (Outline or similar product)
Remote access (Mishcon Anywhere/ AOVPN)
Mimecast
2FA / MS Authenticator
Cisco Call Manager and Unity
Administrator SCCM 2012
Call logging system
Desirable Technical/Education/Training
Microsoft Certified Professional (MCP)
accreditation
Microsoft Desktop and Server MCSA
MS Excel advanced
ITIL Foundation v3 and upwards
Personal Qualities
A passion for technology and customer service
Pro-active and takes initiative, working independently and as part
of a team
A self-starter, able to work under own initiative
Ambitious and striving to develop themselves both personally and professionally.
Positively impacts those around them, makes quality decisions
Invested in the professional development of others
Treats people with respect and in a fair and consistent way
Solutions driven; logical and methodical approach to problem solving
Dedication to see a task through to completion.
Resilient, calm under pressure, adaptable and flexible approach
Excellent telephone manner and presentable at all times
Excellent attention to detail
Ability to effectively manage own workload and time management
Ability to communicate effectively with people at all levels
within the organisation
Personable and confident, able to build relationships with key
stakeholders and team members
Please note that this job
profile is not an exhaustive list of duties but merely an outline
of the key components of the role. You may be required by your
line manager to take on additional responsibilities when requested.
About The Mishcon de Reya Group
TheMishcon
de ReyaGroup is an independent, international professional
services business with law at its heart, employing over 1450 people
with over 650 lawyers. It includes the law firm Mishcon de Reya LLP
and a collection of leading consultancy businesses that complement the
firm's legal services.
Mishcon de Reya LLP is based in London, Oxford, Cambridge, Singapore
and Hong Kong (through its association withKaras So LLP).
The firm services an international community of clients and provides
advice in situations where the constraints of geography often do not
apply. Its work is cross-border, multi-jurisdictional and complex,
spanning six core practice areas:Corporate;Dispute
Resolution; Employment;Innovation;Private;
andReal Estate.
TheMishcon
de Reya Groupincludes consultancy businessesMDR
Cyber,MDR
Discover,MDR
Mayfair(in London, Singapore and Dubai),MDR
One,MDRiand MDRx.
The Group also includesMDR Lab, which invests
in the most promising early stage legaltech companies as well as the
Mishcon Academy, its in-house place of learning and platform for
thought leadership.
Earlier this year, the Group announced its first strategic
acquisition in the alternative legal services market, flexible legal
resourcing business Flex Legal. It also acquired a majority stake in
Somos, a global group actions management business.
We strive to create a fully
diverse and inclusive workplace where all our people are empowered
to fulfil their potential. We are proud of our agile working culture
and are always happy to talk flexible working.