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IT Service Desk / Deskside Team Leader (Senior Subject Matter Analyst)

Company Gowling WLG Location Birmingham
Contract Permanent Position Salary
Sector(s) Legal

Job Description

We have more than 1,400 legal professionals working around the world. Our offices span across 19 cities in Canada, the UK, Continental Europe, Asia and the Middle East. There's strength in our global presence – we embrace our differing cultures and work together as one team. We also understand the importance of investing in relationships that build knowledge and trust, while we provide legal advice that's tailored to our clients' world.

'Our people and distinct culture are what makes us different. We know this through client and employee feedback and this drives everything we do''

 Chris Oglethorpe, HR Director.

There are great opportunities for all our people to flourish. Through training and personal development they can grow in their role. Our people are the cornerstone of our success, across legal, business support and early talent. We care about their happiness and believe in the power of teamwork. We want them to feel empowered and recognise that by supporting, respecting and embracing everyone's different contributions we achieve more.

Working flexibly, working fairly

Agile working offers people more freedom and flexibility in where, when, and how they work. As technology advances and our workforce becomes more diverse – and with clients often working to a 24/7 rhythm – having extra flexibility is key to helping us balance work and other commitments sensibly and productively.

By supporting people to choose where and when they get their work done, we help them to make a full and fair contribution to their team – while maintaining that all important work-life balance.

Where possible and depending on business needs, we will consider all flexible working options such as part-time working, job sharing, working from home and staggered hours. If in considering a role with Gowling WLG you favour flexibility in your working arrangements, please discuss this with the recruitment team in the early stages of the application process.

Main Purpose of the Job
  • To manage and lead Subject Matter Analyst teams in Service Delivery
    • running the service desk
    • providing deskside, desktop and floor support (including AV for internal client events)
  • Managing and supporting other operational requests (including office moves) – delivering the project for the required changes (including leading the design, planning and budgeting, and driving the outcome)
  • Providing supervisory support for managing people and processes and supporting the PDR process for the Business Partners
  • Liaising with the Service Change and Management Leads
  • Providing in depth operating knowledge in at least one of the Gowling WLG core technology platform areas
  • Collaborating with colleagues in Business Solutions and Change
  • Managing service and support in international offices including local supplier management
  • Educating our people and clients in utilisation of systems and end point devices across all of Gowling WLG (UK) LLP offices
Main Duties and Responsibilities
  • To monitor and lead SMA teams (as part of a rota) in Service Delivery
  • To run the 1st & 2nd line service desk(s) to provide service users with an initial point of contact to understand and either resolve their issue or route it swiftly and correctly to a colleague for resolution
  • Providing 1st line support and delegating to SMAs including call logging & documenting / core desktop support / remote takeover
  • Using technical knowledge to provide 2nd line support or delegate to SMAs including:
    • deskside support – hardware / core desktop / mobile
    • floor support - AV including client set-ups
    • desktop equipment – PCRP / re-imaging and builds
    • floor support –MFD (print, copy, scan)
  • Resolving/routing other customer service requests
  • Supervising and supporting 1st and 2nd line staff from call through to resolution for routine incident requests
  • Coordinating 8am to 8pm service provision shifts for SMAs and SMEs plus the escalation route to senior managers
  • Coordinating the 8pm to 8am Out-of-Hours Support (OHS) service provision team(s)
  • Encouraging proactive monitoring and reporting of recurring issues to the Service Change Lead for problem management
  • Managing holiday/sickness/training cover (Birmingham & London) as necessary

To supervise and support other operational requests of Service Delivery:

  • Planning and implementing the IT change requirements relating to department or office moves or setting up new offices
  • Setting up new starters – providing equipment and education
  • Working with Learning and Development to provide education and training packages
  • Working in partnership with all BIS teams to ensure knowledge is captured and shared holistically throughout BIS, via the Knowledge Management system
  • Acting in a consultative capacity for other BIS teams during project inception and delivery, proactively assessing the impact any new technology will have on the user base or Service Delivery teams and helping to mitigate any risks
  • Attending and coordinating high-profile events (e.g. seminars) and liaising closely with key stakeholders in Business Development, Events and Reception to ensure such events are delivered smoothly and seamlessly from a technology perspective
  • Ensuring extensive involvement in the procurement of AV systems, which may include dealing with the tendering process, reviewing of terms and managing suppliers
  • Consulting with the Information Security Officer to ensure that any proposed software developments or changes do not compromise the security of the firm’s data
Key skills and experience
  • Ideally an IT/Information Systems qualified graduate and/or experience of working with a range of technologies (including Microsoft) within business/operating areas of the legal profession or other professional services
  • Three or more years of IT and Business User experience, with sensitivity and commitment to business problem solving plus demonstrable experience of:
    • managing and operating 1st & 2nd line service desks and/or floor based support teams
    • delegating tasks to colleagues and supervising them
    • running focussed and results-oriented meetings (including huddles)
    • using technical knowledge to resolve issues
    • understanding service management principles, ideally ITIL qualified
    • ideally managing staffing requirements and career paths including competencies
    • expertise in operating with one or more of Gowling WLG’s core technology platform areas and willing to gain an excellent understanding of all BIS core IT systems
    • educating and knowledge sharing with colleagues
    • continuously improving self and staff
  • Strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence
  • Demonstrated experience and ability in successfully utilizing "soft skills" or "people skills"
  • Proven ability to collaborate, build relationships and influence individuals at all levels in a matrix-management environment (as well as with external vendors and service providers)
  • Evidence demonstrating ability to work efficiently and effectively under pressure including expertise in prioritising competing workloads

Standard hours of work are 9.30am to 5.30pm Monday to Friday with 1 hour for lunch (35 hours per week). As the service desk operates between the hours of 8am and 8pm, some flexibility with working hours may be required. 

Equal Opportunities

Gowling WLG is committed both to promoting equality and diversity in the firm and to Equal Opportunities in employment.  The firm believes in equality of opportunity regardless of race or racial group (including colour, nationality, ethnicity, national origins), religion or belief, age, disability, sexual orientation, sex, gender re-assignment and gender identity, marriage and civil partnership, and pregnancy, maternity and paternity.  This also includes any incidents of perceptive or associative discrimination and harassment.

At Gowling WLG we seek to attract and retain talented people from a diverse range of backgrounds and cultures, to create an exciting and rewarding place to work.  Our aim is to fulfil everyone's potential and together to achieve personal and business goals.


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