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- Tasks: Lead a dynamic support team and enhance technology use across the firm.
- Company: Join Boodle Hatfield, a historic firm with a modern approach to IT.
- Benefits: Enjoy a competitive salary, professional development, and a supportive work culture.
- Why this job: Make a real impact by empowering colleagues with technology and improving their work experience.
- Qualifications: Experience in leading support teams and strong technical skills in Microsoft 365 and Windows.
- Other info: Be part of an inclusive environment that values diversity and personal growth.
The predicted salary is between 55000 - 65000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Term type: Permanent
Department: IT
Location: London
The firm Boodle Hatfield has been providing practical advice to businesses and individuals for 300 years. Our clients come from a wide range of sectors, both in the UK and internationally, and include some of the most well-established owner-managed businesses and property companies as well as fast-growing entrepreneurial enterprises and ultra-high net worth families. Our chief priority is helping our clients achieve their commercial objectives, whatever form their business takes. Our approach is to become the long-term trusted adviser to leading wealth creators and owners as well as their commercial and investment enterprises. Having a holistic view of our clients' structures and affairs means we can leverage this to provide the most appropriate and commercial advice to them. This approach has enabled us, throughout our 300-year history, to help our clients successfully navigate the continually changing and sometimes challenging markets in which they operate. With a history like ours, we know we are built to last. But this isn't the time to rest on our laurels but instead a chance to reflect and build on our heritage. We are merely today's custodians of the Boodle Hatfield name, and we want to create a legacy that our successors will be just as proud of.
Summary of role
This role directly influences the quality and efficiency of the IT support experience across the Firm and plays a key part in enabling colleagues to use technology confidently and intelligently. By combining leadership, service delivery, and digital adoption, the Support & Technology Adoption Manager helps drive a modern, productive, and technology-enabled working environment. The Support & Technology Adoption Manager is responsible for leading the Firm's 1st and 2nd line support function while driving the effective and consistent use of technology across all departments. The role combines operational leadership with hands-on technical support, user-focused training, and continuous improvement. Reporting to the Head of IT, the successful candidate will ensure the delivery of a high-quality support service, reduce user friction, accelerate digital confidence across the Firm, and play a key part in enhancing the Firm's ability to deliver exceptional legal services through effective and efficient use of technology.
Skills and experience
- Responsibilities
- Team Leadership & Operational Management
- Lead, manage, and develop the 1st and 2nd line support team to deliver excellent customer service and high-quality support.
- Oversee the daily operation of the Service Desk, ensuring prompt resolution of incidents and fulfilment of service requests.
- Manage team resourcing, shift patterns, and on-call cover to ensure consistent support throughout core service hours.
- Alongside the Head of IT, conduct regular 1-to-1s, performance reviews, objective setting, and professional development planning.
- Promote a collaborative, positive, and service-driven team culture.
- Ensure all process and procedures are documented, approved by key stakeholders and delivered to a consistently high standard.
- Hands-On Technical Support
- Provide direct support for escalations, urgent issues, and complex technical problems.
- Troubleshoot and resolve issues across Microsoft 365, Windows, Teams, remote access, laptops/desktops, and core legal and business systems.
- Ensure tickets are effectively triaged and resolved in line with SLAs and ITIL-aligned processes.
- Liaise closely with 3rd line engineers, vendors, and other IT specialists to coordinate smooth handover and resolution of more complex cases.
- Technology Adoption & User Enablement
- Develop and assist with the delivery of monthly/quarterly training programmes, workshops, and one-to-one coaching to improve digital confidence and productivity across the firm.
- Lead technology onboarding for new joiners, ensuring a clear understanding of systems, tools, and best practice.
- Promote and embed effective use of Microsoft 365, Teams, Copilot, and other collaboration platforms.
- Work closely with departments to identify inefficiencies, digital skill gaps, and opportunities for improved workflows.
- Support firmwide technology adoption initiatives and change-management processes.
- Conduct regular reviews, as agreed with the Head of IT, on the technology solutions the firm currently uses and assist in the review of new solutions.
- Service Improvement & Innovation
- Analyse support data, user feedback, and recurring issues to identify improvement opportunities in systems, processes, or training.
- Maintain and enhance internal documentation, knowledge base articles, FAQs, and user guides.
- Review and refine support procedures to increase consistency, efficiency, and user satisfaction.
- Contribute to firmwide technology governance, adoption frameworks, and improvement initiatives.
- Stakeholder Engagement & Communication
- Build strong relationships across departments to understand their work, challenges, and technology needs.
- Act as the primary point of escalation for user concerns related to support or system usability.
- Communicate changes, updates, and best practice guidance in a clear, accessible, and proactive manner.
- Partner with IT management on strategic planning, project rollout, and continuous service development.
- Essential
- Proven experience leading a 1st/2nd line support team or similar operational support function.
- Strong technical capability across Microsoft 365, Windows 10/11, Teams, laptops/desktops, and core business applications.
- Excellent communication, coaching, and training skills, with the ability to explain technology in an accessible way.
- Demonstrable experience improving service delivery, user experience, or support processes.
- Ability to prioritise, multitask, and remain calm under pressure.
- Strong customer service mindset with a passion for helping users succeed with technology.
- Desirable
- Experience in a professional services or legal environment.
- Knowledge of ITIL processes, including incident, request, and problem management.
- Familiarity with legal tech platforms and workflows.
- Experience creating or delivering digital adoption programmes or user-enablement initiatives.
- Empathetic, patient, and user-focused.
- Motivational team leader with a proactive, positive attitude.
- Strong problem-solver with excellent attention to detail.
- Confident building relationships with colleagues at all levels.
- Comfortable balancing operational demands with forward-looking improvement work.
Equal opportunities
Boodle Hatfield is committed to providing equal opportunities in employment through its inclusive and supportive environment. This means that everyone who either applies to or works for the Firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs. We are fully committed to a working environment in which all people can excel.
Support & Technology Adoption Manager employer: Boodle Hatfield Llp.
Contact Detail:
Boodle Hatfield Llp. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support & Technology Adoption Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a role. You never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. The more you practice, the more confident you’ll feel when it’s time to shine in front of the hiring team.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Support & Technology Adoption Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Support & Technology Adoption Manager role. Highlight your experience in leading support teams and your technical skills with Microsoft 365 and Windows. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills: Since this role involves a lot of interaction with colleagues, it's crucial to demonstrate your excellent communication abilities. Use clear and concise language in your application to show us that you can explain tech concepts in an accessible way. Remember, we love a good storyteller!
Highlight Your Problem-Solving Skills: We’re looking for someone who can tackle complex issues head-on. In your application, share examples of how you've improved service delivery or resolved tricky tech problems in the past. This will help us see your proactive approach to challenges.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our team at Boodle Hatfield!
How to prepare for a job interview at Boodle Hatfield Llp.
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Microsoft 365, Windows, and Teams. Be ready to discuss how you've tackled complex tech issues in the past, as this role requires hands-on support and a solid understanding of these platforms.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading a support team. Talk about how you've managed team dynamics, conducted performance reviews, and fostered a positive service-driven culture. This will demonstrate your capability to lead the 1st and 2nd line support function effectively.
✨Emphasise User Enablement
Be ready to discuss your approach to training and onboarding new users. Share any experiences where you've developed training programmes or workshops that improved digital confidence among users. This is key for the role, so show how you can help colleagues use technology confidently.
✨Engage with Stakeholders
Think about how you've built relationships across departments in previous roles. Prepare to talk about how you’ve identified user needs and addressed their challenges. This will show your ability to communicate effectively and act as a bridge between IT and other teams.