On-site IT Support Manager

Baker McKenzie Global Services Ltd
London (Central)
Competitive salary
08 Jan 2019
15 Jan 2019
Contract Type
Full Time

Position's Purpose

The On-site Support Manager is responsible for all procedures related to the identification, prioritisation, and resolution of end user requests, including the monitoring, tracking, and coordination of on-site IT support functions. The role will also take the lead in driving improvements in on-site support processes and performance both at the office level and more generally.

Key Responsibilities

Key responsibilities of this position include:

  • Coach and mentor support team.
  • Monitor daily workflow and workload of support team.
  • Manage people or team related issues.
  • Provide ongoing performance feedback and appraisals for the support team.
  • Analyse performance of support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Manage the processing of incidents assigned to the On-site Support Team to ensure courteous, timely, and effective resolution.
  • Ensure the business is informed about current technology issues.
  • Collaborate with other IT functions to ensure efficient operation of the deskside computing environment.
  • Enforce request handling and escalation policies and procedures.
  • Coordinate hands-on fixes at the deskside support level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Monitor fixes to ensure problems have been adequately resolved.
  • Coordinate on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
  • Receive and respond to incoming escalation calls and/or e-mails regarding deskside support problems.
  • Maintain and uphold procedures for logging, reporting, and statistically monitoring on-site IT operations.
  • Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
  • Project Management of on-site IT support/office level projects.
  • Any other tasks and projects as required.

Skills, Experience and Requirements

  • Demonstrated management experience
  • Extensive stakeholder support experience.
  • Strong communication skills, both verbal and written.
  • Good technical knowledge of desktop hardware and software
  • Working knowledge of current protocols, systems and standards.
  • Ability to operate tools, components, and peripheral accessories.
  • Ability to produce non technical procedural documentation for users.

In cases where there are team members in more than one office, occasional travel between the offices is expected.

In cases where support needs to be provided in languages other than English, proficiency in English is also required.\

Flexibility to work on projects and tasks outside of business hours and in weekends to ensure minimal disruption to the business will be necessary from time to time.

Developmental Framework

The Business Services Developmental Framework (DF) is the basis of Baker & McKenzie's performance management system. It sets the standard of what high performance means to the Firm and defines performance expectations, skills and behaviors through its Key Performance Areas of: Knowledge and Expertise, Service Orientation, Work Management and People Management. The DF is also an everyday career tool - one that informs, guides and inspires career, personal development and planning discussions for all the business services staff.

Our Commitment to Diversity & Inclusion

Baker McKenzie has a culture of diversity and inclusion in its DNA - since our beginning, the differences of our people have helped us to work fluently across borders, cultures and practices. This is intrinsic to everything we do and underpins Baker McKenzie's vision to be the global law firm of choice. We understand that organisations work best when people with different backgrounds and points of view are brought together. We also know people perform at their best when they can be themselves at work. Baker McKenzie is committed to serving our clients with innovative solutions brought about by a diverse talent pool and an inclusive community.

The London office mirrors the wider firm in encouraging the best people, regardless of race, culture, religion or belief (if any), gender, gender identity and expression, disability, sexual orientation or age, to fulfil their professional aspirations with us so as to create an exciting and diverse legal environment.

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