IT Service Manager

• Infrastructure Management: Responsibility for the firm’s infrastructure and hardware estate, including wired and wireless networks, servers, laptops, VMware, Office365, Azure, Teams, SD-WAN, MPLS,
• ITIL Practices: Responsibility for the following ITIL practices: supplier management, availability management, service continuity, capacity and performance management, service request management, incident management, problem management, asset management, monitoring and event management, deployment management, infrastructure and platform management. Owner of the service catalogue, service configuration database (CMDB) and the service desk function.
• Service Management Solution: Responsibility for the IT Service Management solution (Halo), reporting on service delivery, designing processes, ensuring processes are adhered to and ensuring 1st to 3rd line support for users is delivered by the service delivery team. Some 3rd line troubleshooting, as required, as the escalation point for both technical and customer management issues. Escalation to, and management of, 3rd party suppliers as required to resolve incidents and problems.
• Stakeholder Management: Ensuring service meets the expectations of internal customers and users, managing expectations, acting as a point of escalation for issues or complaints.
• Supplier Management: Developing the 3rd party relationships and ensuring value from all suppliers and contracted 3rd parties supporting the technology estate.
• Advisory Role: Advise and assist with the selection and implementation of new systems to support the firm’s strategic plans.
• Technology Delivery: Managing and assisting with delivery of projects and supporting the development of the technology estate.
• Collaboration: Collaborating with internal departments to ensure that business needs are met; involve users wherever possible in projects, sometimes training and educating, liaising effectively with and coordinating a substantial number of users at all levels, including senior management.
• Confidentiality: Maintain confidentiality regarding the information being processed, stored and accessed.
• Flexibility: Flexibility to meet changing requirements. There may be a requirement to work outside normal hours occasionally and travel between offices.
• Other Duties: Any other reasonable duties delegated by the IT Director.

The successful candidate will have these essential skills and experience:

• Minimum 3 years’ experience in IT systems administrator roles.
• Minimum 2 years’ experience in IT Service Desk Team Leader/Service delivery manager.
• MCP/MCSE qualifications or equivalent by experience.
• VCP VMware qualifications or equivalent by experience.
• Experience of professional services industry is desirable, ideally in the legal sector.
• Ability to work on, and assist in delivering, IT Projects and associated change.
• Expert systems administration skills in: Windows 10/11, Windows Server 2016-2022, Active Directory, Group policies, DHCP/DNS, Microsoft 365 Administration (InTune, Teams, Exchange online, etc), VMware, Meraki and Aruba/ProCurve/Cisco networking
• Applications experience: Halo (or other ITSM), Meraki dashboard
• Problem solving skills / Analytical thinking.
• Excellent communication and customer service skills.
• Team player (including Leadership skills).

These skills, experience and knowledge areas are desirable:

• Experience working in an ITIL aligned environment.
• Advanced Word and Excel skills.
• Project management and resource planning skills.
• Experience with Aruba, SOS Legal, Litera DocX, Lexis Create, SQL (or Progress).

How to apply

Please send an up-to-date CV and cover letter to our HR manager, Emma Phillips. Emma will then contact you to arrange a confidential conversation.