The firm
DMH Stallard is an award winning South East law, Legal 100 firm with offices in London, Brighton, Gatwick, Guilford, Horsham and Hassocks. DMH Stallard has grown rapidly since it was established in 1970, and has a headcount of approx 380. Our firm provides a comprehensive range of commercial, dispute resolution and litigation, employment, cyber security and cyber-crime, corporate, intellectual property, real estate and technology, media and telecoms advice to both businesses and individuals. Our clients, our people and our professional networks are the keys to our success.
The department
The Information Technology Team provide secure, reliable, and integrated technology solutions in alignment with business and administrative goals, support planning for the effective and strategic use of emerging technologies, and assist with all practical delivery and use of technology across the Firm.
Job Purpose:
Our overall IT Support service is provided through a combination of a remote IT support vendor providing remote telephone 1st/2nd line support, an in-house team who fulfil more advanced issues or requests and deal with on-site issues, and multiple software and hardware support vendors. The purpose of this role will be to provide holistic oversight of the vendors and internal IT support staff to achieve an effective IT support function to the firm.
The internal IT support team consists of the IT Support Supervisor role, an IT Support Coordinator and two IT Support Technicians, all of whom are based in our Gatwick office, but frequent other offices on a regular basis.
Out of hours and weekend work will occasionally be required to test software and hardware changes. This time will be returned to you as time in lieu.
The IT Support Supervisor will be based in our Gatwick office and will be required to attend the office 4-5 days a week, with a weekly visit to our Guildford office and travel to all of our other offices as/when required.
Responsibilities and Duties:
Provide supervision over the IT support vendor and the internal IT Support team to ensure a high quality IT support service is delivered
Ensure processes are followed in an accurate and timely manner, particularly starters and leavers processes
Run daily stand-ups with the in-house team to prioritise activities and progress IT support issues
Create and maintain documentation on support processes including personnel changes, support and user requests
Handle escalations as appropriate
Maintain close working relationships with the Office Manager in each office to ensure on-site support requirements are met
Backfill essential IT Support Coordinator responsibilities in their absence
Monitor IT support team performance and feedback to the IT Service Manager
Review logged IT support calls regularly to ensure calls are being handled effectively, prioritised correctly, assigned quickly to the right people, regularly updated (including updates to the user), and logged with accurate and complete information
Take action to progress languishing tickets
Review tickets once a week with each team member to ensure standards are kept satisfactory
Feed into the development of dashboards to aid ticket management
Assign tickets to internal IT Support members in the absence of the IT Support Coordinator
Coordinate internal IT teams, the IT Support vendor and other third-party support vendors to resolve complex issues
Provide direct user IT software and hardware support in person or remotely
Provide user guidance on “how to” queries
Log all incidents accurately in our incident logging syste
Send clear and concise email notifications to the firm or affected users about downtime and maintenance in the absence of the IT Service Manager
Run group induction IT training in the absence of the IT Trainer
Carry out group IT training in support of large application rollouts
Provide users with guidance on how to use software products, escalating to the IT Trainer where necessary
Assist with project rollouts
Align internal IT personnel with project requirements
Ensure a knowledgebase is updated with any repeat issues or queries and their solutions
Order IT equipment
Carry out IT administrative activities as required
Arrange or provide logistical support around training sessions, desk moves and other physical changes
Ensure new starters receive any hardware required in a timely manner
Setup laptops including image deployment via InTune
Provide users with guidance on how to use software products, escalating to the IT Trainer where necessary
Thoroughly test software and hardware changes when required
Assist in the development of our ITSM systemOther information
Knowledge, Skills and Expereince Required
Proven experience leading an IT Support function consisting of in-house staff and third-party vendors
Excellent communication skills, both verbal and written
A personable and approachable nature
A strong knowledge of Windows 10/11 and Microsoft Office– in particular Word and Outlook
Exchange Online
Active Directory
A sound knowledge of cyber security
Proven ability to learn new software applications, either through provided training or independent learning and research.
Excellent organisational skills
Ability to work effectively both individually and as part of a team
Experience working with legal applications would be beneficial
A knowledge of ITIL would be beneficial
Access to a car is required Training Opportunities
In addition to ‘on the job’ training you will also have access to PluralSight, an online resource containing thousands of IT related courses. We encourage all members of IT to spend two hours per week during work hours utilising this resource to learn any subject they find of interest.
Benefits:
25 days holiday (of which 3.5 are taken during the Christmas period), plus Birthday holiday, plus Bank Holidays.
Life Assurance
Private Healthcare
Employee Assistance Programme
Sodexo Discounts
Pension Scheme
Interest free season ticket loans
Cycle to work scheme
Discounts on Legal work