Are you an experienced IT professional looking to join a global firm
with a collaborative, inclusive culture? Are you keen to further your
career with an exciting new role? We're looking for an enthusiastic,
committed individual to join our Technology Services team in Leeds and
lead our UK Service Desk function.
Our Firm
Squire Patton Boggs is one of the world's strongest integrated law
firms, committed to providing insight at the point where law, business
and government meet. We deliver commercially focused business
solutions to a diverse mix of clients, from long-established leading
corporations to emerging businesses, start-up visionaries and
sovereign nations.
With over 1,500 lawyers spanning more than 40 offices across four
continents, the firm is renowned for its local connections and global
influence, delivering comprehensive legal services across North
America, Europe, the Middle East, Asia Pacific, and Latin America. In
the UK, we have offices in Birmingham, Manchester, Leeds and London.
The firm is committed to promoting an inclusive and supportive
working environment. Embedded by local champions in each of our UK
offices, our well-regarded family and carer, wellbeing and DEI
programmes provide a variety of flexible working options to support
individuals' life journeys, helping our people pursue their personal
and professional goals.
Our Team
The Technology function provides the firm with day-to-day and
strategic IT services globally. These services include development,
implementation and support for a range of applications covering
desktop services, back-office applications and practice management.
The Technology team also manages the firm's information technology
infrastructure across all of Squire Patton Boggs' global offices.
Our Technology Services team work to resolve support queries from
both internal and external clients. IT Support are responsible for
servicing queries raised through the global IT Support telephone
numbers and mailboxes with close to 24/7 coverage. The team is based
across the US and the UK.
The team delivers first and second line support to the end user
community, exercising a broad range of technical and problem-solving
skills, investigating, researching, troubleshooting, escalating and/or
resolving issues in an efficient manner. This is a complex
multi-jurisdictional environment with an emphasis on security,
compliance and policy.
Our Opportunity
Based in our Leeds office and reporting to the Director of Technology
Services, the Service Desk Manager supervises and coordinates
day-to-day activities and operations within the UK team of IT Support
Analysts. You will work closely with the Service Desk Manager (US) and
the rest of the Technology department to ensure a seamless, global
Technology support service for the firm.
Some of the main responsibilities in the role include:
Working with the US Service Desk Manager to ensure a consistent
approach to the handling of incidents and service requests received
by IT Support, coaching the team to effectively answer and resolve
incoming calls.
Jointly owning the Incident Management process together with the
US Service Desk Manager.
Establishing and maintaining a service management system for task
management, call tracking, and gathering management information
about incident management.
Promoting knowledge sharing within the IT Support and office-based
teams, and ensuring best practice and standard procedures are
documented centrally.
Working with the Regional Support Managers to encourage strong
communication between office-based support, central IT Support and
escalation teams.
Working with the Technology training team to ensure that common
training issues are identified, and best practice and procedures are
embedded in training materials.
Creating long-term strategies for growth and maintenance of the IT
Support team (from both a UK and global perspective).
Direct supervision and line management of UK IT Support Analysts.
You
The successful candidate will have a minimum of four years'
experience in a related role. You'll be a strong communicator, and a
credible individual comfortable building relationships with senior stakeholders.
You will be an excellent problem-solver, able to multi-task
confidently and react quickly to developing situations. You will be
able to exercise sound judgement in dealing with any incidents.
You'll have knowledge of client-server networks (Windows servers
specifically) and other network topologies, and possess the ability to
diagnose, troubleshoot and resolve hardware and software related
issues in a Windows server environment.
What you need to know
If you are interested in finding out more about this role, please
visit our Careers website at www.squirepattonboggs.com/en/careers in
the first instance. We will be reviewing applications on an ongoing
basis, please complete an online application.
We are an inclusive employer and aim to ensure our workforce is
representative of our diverse society. We welcome applications
regardless of sexual orientation, gender identity and expression,
age, neuro diversity or disability status, family or parental
status, race, religion or ethnicity. We will make reasonable
adjustments and adaptions to our recruitment process to ensure it is
inclusive for anyone who wishes to apply. We may collect relevant
data for monitoring as part of our candidate registration process.
