IT Technical Pod Lead

We are recruiting for an IT Pod Lead to join our IT team in Bristol. The IT Technical Pod Lead reports to the Head of IT Operations and is a key member of the IT Operations Team and the IT Service Delivery Team. They manage a small portion of the IT Service Desk Team, provide first and second line support services within core service hours, plus out-of-hours emergency first and second line support and deliver support, maintenance and troubleshooting of all applications, IT services and end-user compute and back end infrastructure.

Your Role

• Provide line management for a small number of Tech Experts to ensure that all IT related issues are dealt with efficiently and expediently.
• Act as mentor and coach, ensuring that the skill and knowledge of each team member is maintained and extended.
• Providing support duties for the business, the Service Desk is open between 07:30 and 18:00 and providing out of hours support as part of the out of hours rota.
• Call Handling - Being available to take inbound and outbound phone calls from/to our employees and partners, clients and other external parties, meeting KPI targets and delivering excellent customer service.
• Incident Management - manage escalations from the team and log all incidents and service requests in the IT Service Management tool ensuring detail is captured and updated through the lifecycle.
• Investigate technical issues; provide solutions or workarounds to ensure minimal impact to all our stakeholders.
• Provide advice and guidance in relation to all TLT IT systems such as user permissions and account creations; configure and install hardware, including PCs, Laptops, Thin Clients, Tablets and Mobile Phones.
• Problem Management - escalating major incidents quickly and efficiently to the IT Technical Support Team Leader or to the third line support and manage communications between 1st and 2nd line teams and the wider business with regard to known problems.
• Educate and upskill Tech Experts to improve the ability to achieve first time fixes and contribute to knowledgebase articles.
• Desktop Support - carry out regular site visits in remote offices as required, maintain and prepare deployments of new hardware to the estate, provide IT sign off for changes to VDI image provisions.
• Support a diverse infrastructure estate across 7 office locations.

Your 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 ISO270001 processes and procedures.
• Exposure to a wide variety of technology, ideally including: Document Management Systems (iManage / Interwoven), Practice Management Systems (SOS Connect / Practice Manager), Case Management Systems (Solcase, Envision, K2 Blackpearl), Digital Dictation Systems (Bighand), Microsoft Windows (7, 10) and Microsoft Office (2003, 2010, 2013), Telephony Systems (Mitel, NuPoint, Redbox) and Mobile Telephony Systems (MobileIron).
• Comprehensive understanding of Active Directory, Microsoft Exchange.
• Proven Leadership skills.

Your Team

Our IT team makes sure our capabilities match our ambition. We are always looking to challenge convention in the way we use technology. We are a digitally enabled and data-driven firm, and we use technology to continually adapt our approach to meet our clients’ changing needs. Our IT team consists of developers and technical professionals, 1st, 2nd and 3rd line analysts who provide support for all of our people, a management team and Information Security, who ensure we are continually improving business processes, best practice and policies. We provide training to our people to make sure everyone at TLT can work together, and with our clients, as effectively as possible.

About TLT

Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people. We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,200 people in offices across the UK and a network of partner firms across Europe, India and the US. In 2021 we were named The Lawyer’s Law Firm of the Year, recognising our incredible success story. Our purpose is to protect, prepare and progress our clients for what comes next and it’s essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute.

Our Benefits

We value our employees highly and we want you to feel valued. You’ll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance. At TLT we have a progressive fully flexible working approach. We empower 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. TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of any of the characteristics protected by the laws in the locations in which we operate. We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible.