The role:

The role includes, but is not limited to, the supervision of the IT Support teams, all reactive elements of day to day service management, including escalation, problem and workload management.

The Team Leader will have primary responsibility for ensuring that the service provided to its customers by their team conforms with the agreed targets, processes, procedures and guidelines and is in line with the agreed Key Performance Indicators and is judged to be 'best practice'.

This will include, but not be limited to, the management of staff so that they are motivated and deliver high levels of service.

What will you do:

• Line manage the activities of support staff in the team to provide day-to-day operational support and be available to respond to escalation events at any time.
• Develop and encourage effective communications processes between the central support staff and the local IT service staff.
• Develop good working relationships with the partners, local staff, global IT teams and additional IT Support Managers.
• Ensure standards, policies and procedures are developed, maintained, communicated and followed within the region.
• Handle the Major Incident Process.
• You will be required to become Major Incident Manager in the Severity 1 or 2 incidents following strict specific process. You will responsible for communication to all stakeholder including senior management and the Firm.
• Monitor and manage the call, e-mail and self-service traffic including active participation in the handling of support calls where necessary.
• Identify and communicate common issues and problems to the appropriate contact in IT and the practice.
• Answer and monitor queries and enquiries from IT Support and other departments within IT.
• Handle all escalated complaints, whilst managing relationships with external suppliers.
• Providing support and development to the team through regular performance reviews using reports on the performance of the team against service levels and Key Performance Indicators.
• Identifying and closing performance gaps, analysing trends and management of performance of the team and individuals.
• Delegation of key tasks and responsibilities to appropriate members of the team when required.
• Monitor and measure contact quality to ensure a high level of customer service is achieved.

What we are looking for:

• Degree level or equivalent is preferable.
• Previous experience of leading an IT service desk or Senior Helpdesk experience.
• Ideally at least 3+ years technical IT support experience.
• Ideally experience of working in service-orientated company working towards KPI's and SLA's.
• Experience Service Now or other call logging systems.
• Flexibility and ability/willingness to work out of hours, if required, to support the implementation of changes. Additionally, experience of working in an 'on call' environment to provide support to the first and second line teams for priority incidents.
• Willingness to undertake occasional international travel, if required, to support business needs.

Here at Simmons & Simmons:

We believe our people define us. Our working environment is genuinely collegiate with a supportive atmosphere and team ethos - we have a reputation for being a friendly culture which we are very proud of. An inclusive and diverse culture, our innovative approach and being truly international are just a few more things that make us, us.

• Competitive Offer Package including bonus's dependant on role/level, private medical insurance & pension contribution to name a few.
• Dress 'for your day' Code.
• Hybrid working approach of 2 days a week required in the office with flexibility dependant on role/team/client demands.
• A wide range of international offices including: Hong Kong; Dubai; Tokyo; Dublin; Milan; Bristol; Madrid; Singapore.
• All offices have their own artwork collections - with a Damien Hurst and a Tracey Emin in the London office. We have a long standing history in supporting the art community especially up and coming artists.
• The creation of Simmons & Simmons Solutions - bringing together the best legal advice from our established legal teams with non-traditional capabilities that enhance, expand and differentiate the Simmons offering.
• We were ranked as a Times Top 50 Employer for Women and Top 30 Employer for Working Families in 2020.
• We have Social and Sport Committees contributing to Xmas & Summer parties, end of month social and various sporting events.
• We also have a range of Diversity Network Groups including LGBT+, Emerge (Race & Ethnicity) and The Number One Club (Women's network) who have organised various talks and events firmwide.

If you are interested in finding out more about this position then please contact the Recruitment Team with any questions. To apply for the role please click on the link at the bottom of the page/visit the career pages on our website, where there is also a detailed job description.