The Department

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.

Context

• 35 hour week but flexibility is required.
• Out of hours/escalation support required on a rota basis.

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.

#LI-Hybrid