IT Site Lead Birmingham & Dublin

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Job Title

IT Site Lead Birmingham & Dublin

Department

Information Technology

Office Location

Birmingham

Reports To

Regional IT Manager - UK

Working Hours

35 hours per week, 9:30am to 5:30pm but additional hours may be required.  We are happy to consider agile and flexible working patterns. Our approach to hybrid working allows for up to 40% of time working from home and 60% working in the office, please contact a member of the recruitment team to discuss further.

Firm Description

Hogan Lovells is one of the leading global law firms.  Our distinctive market position is founded on our exceptional breadth of our practice, on deep industry knowledge, and on our 'one team' global approach.  Formed through the combination of two top international law firms, Hogan Lovells has over 40 offices in the Americas, Asia-Pacific, Europe, the Middle East and Africa. 

With a presence in the world's major financial and commercial markets, we are well placed to provide excellent business-oriented advice to our clients locally and internationally.  Our people are the key to our success, which is why we seek to recruit and retain the most talented individuals in all regions of our global practice.

In the UK Hogan Lovells has offices in Birmingham and London. The Birmingham office opened in 2015 and has a number of practice areas including Corporate/Commercial, Construction, Finance, Litigation, Arbitration and Employment (LAE) and Real Estate, as well as our Legal Delivery Centre and Business Team. 

Department Description

The Information Technology department is responsible for the implementation, provision and support of all Information and Technology services within the firm.  The department is a business services function that supports and contributes to the objectives of the legal practice.  Members of this department are expected to fit into the firm's culture and be committed to providing a high quality of service to our customers.

Role Overview

The role of the IT Site Lead is to provide second line IT support to the business. This involves taking ownership of incidents and requests that have been assigned / escalated to the User Support team and troubleshooting these through to resolution in a timely and consistent manner meeting customer satisfaction and continuous service delivery demands, thus cultivating a first-class consistent experience for the business.

The IT Site Lead provides support primarily to the Birmingham and Dublin offices, but may also be called upon to assist the user base of other offices in the region. The IT Site Lead will also assist third-line with upgrades and projects. On occasions, weekend work will be required for maintenance, upgrades and project.

The team provides second-line IT support primarily to the offices within the UK. Still, they also assist the user base of other offices when local offices may be closed or there is no on-site support personnel available.  The bulk of support is provided remotely using remote desktop tools, but there is often a requirement to undertake desk visits.

The team work to high expectations and are expected to demonstrate the firm's values –

• Clients Come First

• Excellence in all we do 
• Commitment to our firm's success
• Key Responsibilities / Accountabilities

• One Team Worldwide

• Good Citizenship

• Excellence in all we do 
• Commitment to our firm's success
• Key Responsibilities / Accountabilities

Incident Management

• Using the Incident Management tool to record and accurately create / update all Incidents / Requests in line with defined quality requirements.
• Maintain high levels of incident ownership through the incident lifecycle to satisfactory customer resolution.
• Categorising and escalating incidents and service requests in line with the Firms Incident Management Process.
• Setting the user's expectations in relation to incident resolution or service request fulfillment.  These should be in line with the agreed SLTs.
• Provide timely and constructive feedback on de-escalations of incidents / requests that have been incorrectly assigned.

Main Responsibilities

• Responsible for working as part of a team to provide a highly-mobile and high quality support service to the UK offices by resolving incidents / requests in a timely fashion remotely or in person.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible.
• Install, configure, upgrade and support hardware such as, but not limited to, laptops, desktop PC's, printers, telephones and mobile devices.
• Install, upgrade, and troubleshoot all applications that fall under the HL application suite.
• Assist in testing new software and hardware, providing constructive feedback as required.
• Maintain accurate stock levels and associated records.
• Follow appropriate processes and procedures in relation to assets' life-cycle
• Perform desk or departmental moves at a time times that doesn't impact the end user’s ability to work.
• Provide second line remote support to the user base of all other offices when their office may be closed or if there is no local support to assist.
• Provide support at events and meetings in line with the business requirements.
• Ensure that desktop security configurations and practices are implemented and maintained in line with the company’s policies and procedures.
• Assist with the cover or overflow of Service Desk calls, ensuring they are processed and logged in accordance with the incident management and quality management processes.
• Assist in knowledge sharing by contributing towards the creation / amendment of support documentation into the Knowledge Base.
• Understand priorities for the delivery of all IT services and proactively manage own workload, to ensure all deadlines are met.
• To constantly and proactively look for ways to improve the systems, service, processes, performance and communication of the IT Support Services team.
• Provide back-up and support the London based AV team when they are shorthanded and / or when support is needed during extended core hours.
• There will be a requirement to work overtime and / or work overseas on occasions as required by the needs of the business.
• As IT Site Lead, there will be a responsibility for on-call duty. This is a best endeavors approach; however onsite visits may be required after hours in a major incident scenario.  The role is also required to notify the UK Regional IT Manager of general availability each weekend so that alternative plans can be implemented if required.

Specific duties or responsibilities may be reviewed from time to time to reflect changes in personnel and management structure, staff location or services.

All members of the firm participate in our Responsible Business program.

Person Specification

Qualifications And Training

• At least two years' experience in a similar role.
• ITIL Foundation accreditation preferred.
• Strong knowledge of Office 365  (Outlook, Word, Excel and PowerPoint), document management systems, and mobile devices ( iOS) preferred.
• Intune, Intra and Windows 11 knowledge.
• Familiarity with Windows administration and networking desired.

General Attributes

Customer Service

• Confidently builds rapport and instils confidence with all stakeholders and customers.
• Understands who their customers are and can identify solutions that meet the requirements of the customer.

Problem Solving

• Takes a proactive approach to problem solving by identifying patterns and trends.
• Makes suggestions and recommendations to resolve issues and improve services.
• Can analyse service issues and understands independencies.
• Ensures full understanding of departmental processes and procedures taking steps to close gaps in knowledge.
• Thorough and methodical in their approach leaving no stone unturned.

Communication

• Seeks and provides constructive feedback.
• Can communicate technical concepts confidently and accurately.
• Is comfortable coaching others in their area of expertise.
• Comfortable interacting with all levels.

Team Work

• Owns the delivery of tasks on behalf of the team.
• Actively looks to encourage others and the team to deliver to the best of their ability.
• Is flexible in their approach to the work they undertake and happy to fulfil all tasks to achieve a successful outcome.
• Is comfortable in providing instruction and guidance to individuals and other teams.
• Sets appropriate and realistic deadlines and works hard to achieve them.
• Makes sound and rational priority decisions concerning own workload.

Agile Working Statement

Our goal is to embed flexibility across our business by giving everyone the opportunity to work in an agile way, whether as a regular pattern or on an ad hoc basis, and we will be happy to discuss this further.

Equal Opportunities Employment Statement

It is the policy of Hogan Lovells to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of racial or ethnic origin, religion, sex , gender and gender identity, age, sexual orientation, marital and civil partnership status, pregnancy or disability.