2nd Line Team Leader

Why is this role important and how does it fit into the team, department & wider firm? To supervise and oversee the day to day operation of a team of five 2nd line engineers based on an award- winning service desk. The team provide desktop support to over 900 firm colleagues across our 5 office locations. The 2nd Line Team Leader will be responsible for ensuring that the team continue to meet their SLAs and that they provide a consistently excellent level of service to our colleagues. What does the role actually involve?

• Pro-actively plan and resource the 2nd line team, in order to support any high-profile client meetings/
events, site visits or scheduled maintenance (e.g. site power downs)
• Regularly monitor the 2nd line incident and service level queues, ensuring they are assigned to an
individual and responded to in line with the team SLAs
• Day to day management responsibility for the 2nd line team, including biweekly 1-2-1 meetings, annual
appraisals and performance management where required
• Work alongside other firm departments to assist with internal projects that require IT support (e.g. desk
moves, office furniture changes and implementations that require IT kit to be setup)
• Ensure that equipment built and configured by the 2nd line team (e.g. laptops and desktop PCs) meet the quality checking criteria and feedback any quality failures to the individual concerned as part of their
regular performance review Provide a weekly progress report to the IT Service Desk manager on team SLA levels and progress with assigned projects/ tasks
• Liaise with the Service Desk manager and 1st line team leader in the event of major incidents, acting as
an escalation point as part of the defined major incident process
• Ensure the IT asset register is regularly updated and maintained in accordance with our asset
management policy
• Liaise with the Technical (3rd line) team to facilitate the resolution of incidents and service requests
that the 2nd line team are unable to resolve, ensuring any incidents or service requests assigned to them have been correctly logged and investigated
• Schedule and resource out of hours application testing when requested by the IT Operations manager,
following an application upgrade or scheduled downtime
• Monitor our Malware reporting tool and ensure that any instances of malware or virus detections on
devices are dealt with in accordance with our security process, + will enhance our performance through greater flexibility + advances our ambitions as an inclusive employer - helping you better balance work and family/life commitments + offers opportunities to reduce our carbon footprint (travel, office services etc.), a key ambition underpinning our corporate sustainability plan

What technical skills are required for someone to be successful and enjoy the role?
• Knowledge of Windows 10 Enterprise environments
• Excellent knowledge of Microsoft Office 365 (including Skype for Business, Teams, Word, Excel, Outlook
and PowerPoint)
• Knowledge of Microsoft SCCM and SCSM
• Good knowledge of laptop and desktop PC hardware components
• Knowledge of the FileSite document management system would be advantageous
• An understanding of legal applications such as Visual Files and BigHand would be advantageous
• Ideally hold an ITIL qualification
• Experience of working within an IT service desk environment in legal services would be beneficial, but is not essential
Who would be a good fit for this role? As part of the IT team, you would be expected to have the following skills and experience:
• Demonstrable experience of leading a small team of IT analysts or engineers
• Able to work both independently and in a team-oriented, collaborative environment
• Ability to effectively prioritise and execute tasks in a high-pressure environment
• Excellent planning and organisation skills
• Highly self-motivated and directed, with the ability to delegate and motivate a team
• Excellent communication skills and the ability to communicate with colleagues across a variety of levels
within the firm