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IT Technical Pod Lead

1 month ago

Bristol, Bristol, United Kingdom TLT LLP Full time

We are seeking an IT Technical Pod Lead to join our IT team at TLT LLP. This is a key role responsible for managing a small portion of the IT Service Desk Team and providing first and second line support services within core service hours, plus out-of-hours emergency first and second line support. The successful candidate will be responsible for delivering support, maintenance, and troubleshooting of all applications, IT services, and end-user compute and back-end infrastructure.

Key Responsibilities

The IT Technical Pod Lead will be responsible for the following key tasks:

  • Manage a small team of Tech Experts to ensure that all IT-related issues are dealt with efficiently and expediently;
  • Provide line management and mentorship to team members to ensure that their skills and knowledge are maintained and extended;
  • Provide support duties for the business, including handling inbound and outbound phone calls and resolving technical issues;
  • Manage escalations from the team and log all incidents and service requests in the IT Service Management tool;
  • Investigate technical issues and provide solutions or workarounds to ensure minimal impact on stakeholders;
  • Provide advice and guidance on all TLT IT systems, including user permissions and account creations;
  • Configure and install hardware, including PCs, laptops, thin clients, tablets, and mobile phones;
  • Problem management - escalate major incidents quickly and efficiently to the IT Technical Support Team Leader or to the third-line support;
  • Desktop Support - carry out regular site visits in remote offices as required and maintain and prepare deployments of new hardware to the estate;
  • Support a diverse infrastructure estate across 7 office locations.
Requirements

To be successful in this role, you will need to have the following skills and experience:

  • At least four years' experience working within a professional and busy IT Service Desk;
  • At least two years' experience of working in a similar position leading and managing a small team of Tech Experts would be an advantage;
  • Excellent customer service and communication skills;
  • Ability to remain calm under pressure;
  • Attention to detail;
  • Excellent troubleshooting and problem-solving skills;
  • Ability to prioritise and use initiative;
  • Working experience of ITIL and ISO 27001 processes and procedures;
  • Exposure to a wide variety of technology, ideally including document management systems, practice management systems, case management systems, digital dictation systems, Microsoft Windows, Microsoft Office, telephony systems, and mobile telephony systems;
  • Comprehensive understanding of Active Directory and Microsoft Exchange.
About TLT

TLT is a fast-paced, fast-growing, and forward-thinking law firm that helps clients stay one step ahead. We work with high-profile clients in innovative sectors and have a network of partner firms across Europe, India, and the US.

We value our employees highly and want you to feel valued. You'll receive a competitive salary with an annual pay review and access to an extensive range of benefits, including 25 days' holiday (which will increase to 30 days based upon length of service) and private medical insurance.

We have a progressive fully flexible working approach, empowering our people to work in a place and at a time that meets their needs, those of their clients, and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people.

Benefits

We offer a range of benefits to support your physical and mental well-being, including private medical insurance, a health cash plan, and access to a confidential employee assistance programme.

We also offer a range of learning and development opportunities, including training programmes, mentorship, and access to a range of online courses and resources.

Our flexible benefits scheme allows you to choose the benefits that matter most to you, including a range of insurance options, a savings scheme, and a cycle-to-work scheme.