IT Service Desk Supervisor

They deliver support, maintenance and troubleshooting of all applications, IT services and end-user compute and back end infrastructure. This is a hybrid role with around 2 to 3 days per week in our Bristol Head Office.

Your Role

As an IT Service Desk Supervisor, the main purpose of your role is role is ultimately the provision of IT Support to TLT, this includes:

• Provide line management for a small number of Tech Experts to ensure that all IT related issues are dealt with efficiently and expediently. Act as mentor and coach, ensuring that the skill and knowledge of each team member is maintained and extended.
• Providing support duties for the business, the Service Desk is open between 07:30 and 18:00 and providing out of hours support as part of the out of hours rota.
• Call Handling - Being available to take inbound and outbound phone calls from/to our employees and partners, clients and other external parties, meeting KPI targets and delivering excellent customer service.
• Incident Management - manage escalations from the team and log all incidents and service requests in the IT Service Management tool ensuring detail is captured and updated through the lifecycle.
• Investigate technical issues; provide solutions or workarounds to ensure minimal impact to all our stakeholders.
• Provide advice and guidance in relation to all TLT IT systems such as user permissions and account creations; configure and install hardware, including PC’s, Laptops, Thin Clients, Tablets and Mobile Phones
• Problem Management - escalating major incidents quickly and efficiently to the IT Technical Support Team Leader or to the third line support and manage communications between 1st and 2nd line teams and the wider business with regard to known problems.
• Educate and upskill Tech Experts to improve the ability to achieve first time fixes and contribute to knowledgebase articles
• Desktop Support - carry out regular site visits in remote offices as required, maintain and prepare deployments of new hardware to the estate, provide IT sign off for changes to VDI image provisions.
• Support a diverse infrastructure estate across 7 office locations.

• At least four years' experience working within a professional and busy IT Service desk.
• At least two years’ experience of working in a similar position leading and managing a small team of Tech Experts would be an advantage
• Excellent customer service and communication skills; Ability to remain calm under pressure; Attention to detail; Excellent troubleshooting and problem-solving skills; Ability to prioritise and use initiative
• Working experience of ITIL and ISO270001 processes and procedures.
• Exposure to a wide variety of technology, ideally including:
• Document Management Systems (iManage / Interwoven)
• Practice Management Systems (SOS Connect / Practice Manager)
• Case Management Systems (Solcase, Envision, K2 Blackpearl)
• Digital Dictation Systems (Bighand)
• Microsoft Windows (7, 10) and Microsoft Office (2003, 2010, 2013)
• Telephony Systems (Mitel, NuPoint, Redbox) and Mobile Telephony Systems. (MobilerIron)
• Comprehensive understanding of Active Directory, Microsoft exchange
• Proven Leadership skills

Your Team

We provide training our people to make sure everyone at TLT can work together, and with our clients, as effectively as possible.

About TLT

Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.

We work with high profile clients in innovative secto