IT Support Team Leader

3 weeks ago

Leeds, Leeds, United Kingdom Squire Patton Boggs Full time

About Squire Patton Boggs

Squire Patton Boggs is a leading global law firm, renowned for its expertise in providing comprehensive legal solutions to a diverse clientele. With offices across four continents, the firm boasts a strong reputation for delivering commercially focused business strategies and navigating complex legal landscapes.

Our Technology Services Team

The Technology function at Squire Patton Boggs provides essential IT services globally, encompassing development, implementation, and support for a wide range of applications. These include desktop services, back-office applications, practice management systems, and the firm's global information technology infrastructure.

Our Opportunity

We are seeking an experienced IT Support Team Leader to join our Technology Services team in Leeds. Reporting to the Director of Technology Services, you will play a pivotal role in overseeing the day-to-day operations and activities of our UK IT Support Analysts.

Key Responsibilities:

  • Collaborate closely with the US Service Desk Manager to ensure consistent incident and service request handling across both UK and US teams, providing guidance and coaching to analysts.
  • Jointly manage the Incident Management process with the US Service Desk Manager, ensuring efficient resolution of issues.
  • Establish and maintain a robust service management system for task management, call tracking, and gathering management information related to incident resolution.
  • Foster knowledge sharing within the IT Support team and office-based support staff, promoting best practices and standard procedures.
  • Work with Regional Support Managers to facilitate effective communication between office-based support teams, central IT Support, and escalation teams.
  • Collaborate with the Technology training team to identify common training issues and integrate best practices and procedures into training materials.
  • Develop long-term strategies for the growth and development of the UK IT Support team.

About You:

We are seeking a highly motivated and experienced IT professional with a proven track record in leading and managing IT support teams. Excellent communication, interpersonal, and problem-solving skills are essential for success in this role.

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