IT Support Manager

Here at Pinsent Masons we bring together the best people to get the job done. We’re naturally curious, constantly learning, listening, and growing. We’ll truly value your ideas. You’ll be joining an award-winning, hardworking and commercially minded team, where you’ll have the opportunity to work with leading experts and form meaningful relationships, while making a difference. You’ll get the opportunity to be involved in varied and challenging work, working in an open and supportive environment to deliver outstanding results. Our people are our success, and we work as one team.

We are recruiting an IT Support Manager for our London office. The role requires a dynamic, proactive individual with strong technical abilities and a focus on customer service. You will ensure that the IT Support Analysts in your team provide a high level of customer service to their userbase, both through ticket resolution and proactive engagement such as floorwalking. You will also work closely with the other IT Support Managers to provide remote support to other locations, as well as working closely with the IT ServiceDesk Managers to ensure that the escalation process from 1st to 2nd line is seamless and ensures the prompt resolution of issues. Our standard working hours are 9.30am-5.30pm; however, as an inclusive employer, we are willing to consider any flexible working requests.

Candidate Overview

• Demonstrable team management experience in an IT support environment in a geographically dispersed team, with ability to not only manage day to day performance but upskill team members.
• Exceptional customer service skills, to be able to build relationships and make connections with key customers.
• A proactive nature to search out opportunities for improvement or get ahead of any potential issues, to allow your team to become a “go to” for fixes.
• Able to show evidence of strong stakeholder management, able to have challenging conversations with senior members of the firm where needed.
• Have the technical skillset in a Windows environment to be able to lead by example and remain hands on and resolve customer issues personally, where appropriate.

What happens next? Once your application has been submitted and reviewed, our Recruitment team will share the outcome with you by email. We typically hold two interview stages per vacancy providing the opportunity to meet two members of the hiring team at each stage. The first stage is typically conducted virtually and the second stage typically in person at the office in which the role would be based. However, we strive to remain flexible depending on the requirements of the role or the candidate.

We are a Disability Confident and top Stonewall employer, a Valuable 500 member, a signatory of the Race at Work Charter and a partner of Neurodiversity in Law. We encourage and value different ideas and styles of thinking. It’s with different perspectives that we’ll find solutions to our clients’ most complex challenges. It’s how we’ll deliver outstanding results today, and tomorrow. We want everybody attending an interview to be comfortable and able to fully demonstrate their experience and talents.