Support Team Leader

Boodle Hatfield has been providing practical advice to businesses and individuals for 300 years. Our clients come from a wide range of sectors, both in the UK and internationally, and include some of the most well-established owner-managed businesses and property companies as well as fast-growing entrepreneurial enterprises and ultra-high net worth families. Our chief priority is helping our clients achieve their commercial objectives, whatever form their business takes.

Our approach is to become the long-term trusted adviser to leading wealth creators and owners as well as their commercial and investment enterprises. Having a holistic view of our clients' structures and affairs means we can leverage this to provide the most appropriate and commercial advice to them. This approach has enabled us, throughout our 300-year history, to help our clients successfully navigate the continually changing and sometimes challenging markets in which they operate.

With a history like ours, we know we are built to last. But this isn’t the time to rest on our laurels but instead a chance to reflect and build on our heritage. We are merely today’s custodians of the Boodle Hatfield name, and we want to create a legacy that our successors will be just as proud of.

To commemorate our 300 year anniversary, last year we rolled out an extensive programme of activities, each of which sowed the seeds for the future success of others – our local neighbourhoods, the wider legal profession, and of course our valued clients and our own team.

Role

Reporting to the Head of IT, the Support Team Leader is responsible for the delivery of all 1st and 2nd line user support, technical problem resolution across a wide range of systems and the day-to-day operational leadership of the Senior Support Analysts and Service Desk function.

The role will work within, and lead a small technical team and collaborate with external suppliers, and other support departments, to ensure the effective use and performance of the Firm’s IT systems. A focus on service excellence, the user experience and continual improvement is needed to ensure the delivery of a first-class service at all times.

The individual will take a lead on various types of projects and service delivery improvement initiatives. The role is based in the Bankside office with an occasional requirement to provide support to the Mayfair and Oxford offices, which may require site visits.

The IT team covers the core hours of 8am to 7pm, Monday to Friday, working through an early, mid, or late shift system. Flexibility in working hours is sometimes needed. Participation in an emergency on-call rota, which operates outside the above core hours, is required on a rota basis. There will be other out-of-hours working, both evenings and weekends, depending on project delivery and BAU requirements.

Key Duties & Responsibilities

The Support Team Leader plays a crucial role in ensuring the smooth operation of the service desk and delivering excellent customer service.  The key duties and responsibilities of this role are:

Team Leadership and Coordination

• Overseeing the daily activities of the service desk team, ensuring all incidents, service requests and inquiries are addressed promptly and efficiently in line with the Incident Management Process.
• Manage the weekly rota, ensuring suitable cover for core and on-call hours, and update the Teams Shifts portal with ad-hoc changes.
• Conduct regular 1-2-1s with the Senior Support Analysts, and work with the Head of IT to create and monitor targeted objectives for the team and individuals.

Training and Development

• Provide and facilitate training and mentorship to team members, helping them develop their skills and improve their performance.

Reporting and Data Analysis

• Work with the Head of IT to prepare and present regular reports on team performance, incidents, and customer feedback.
• Analyse incident data and work with the Infrastructure and Security team to deliver continuous system and service improvement based on this data.

Service Performance Monitoring

• Evaluate and assess service delivery performance metrics, such as response times and customer satisfaction, to ensure high standards are maintained.

Escalations

• Act as the first point of escalation for any incidents, service requests or enquiries requiring increased focus.
• Ensure that any service-affecting issues are immediately communicated to IT management and given the appropriate level of focus until resolution.

Customer Service and Engagement

• Foster a culture of excellent customer service within the team, ensuring that all interactions with users are professional and courteous.
• Engage with users at all levels on a regular basis to ensure feedback is gathered and the services delivered by the IT department are promoted and utilised fully and correctly.

Communication

• Maintain clear and effective communication within the team and with other teams and departments, keeping everyone informed of any changes or updates.

Resource Management

• Ensure that all necessary tools and resources are available and functioning properly, coordinating with management for replacements or changes as needed.

Process Management

• Working with the Head of IT and Senior Support Analysts create, maintain and ensure adherence to ITIL / best practice aligned processes and procedures that aid in the delivery of excellent service. This includes but is not limited to Asset Management, Incident Management and Problem Management.
• Take ownership of user experience aligned continuous improvement actions.

Cyber Security

• Maintain a detailed understanding of the Cyber Essentials Plus accreditation as it relates to the user and desktop environments and ensure the Senior Support Analysts are also fully aware of the principles.
• Continually look to highlight areas where cyber security could be improved, and as needed, lead on user and desktop specific improvements in this area.

Technical Responsibilities

• Monitor and take ownership of incidents and service requests received via email, phone, walk-ups, or through a ticket system related to hardware and software.
• Troubleshoot, diagnose, and test issues raised in relation to all hardware and software, escalating calls where necessary to 3rd line support and third-party suppliers.
• Work with third-party suppliers to ensure timely resolution of issues raised or changes needed.
• Monitor and update the IT service desk system, prioritising and following up calls to ensure users are supported in a timely and effective manner.
• Provide administrative and ad-hoc support as directed.
• Maintain and update existing system documentation, procedures, knowledge bases, and user guides as directed.
• Any other responsibilities reasonably assigned by the Head of IT or the IT Director, including support of ongoing projects.

Technical Experience & Skills Required

Candidates must have excellent technical knowledge and a thorough understanding of the majority of the IT systems and technologies listed below:

• MS Active Directory
• MS Exchange Online
• MS Windows 10 / 11
• MS Intune
• MS Office 365
• MS Azure Virtual Desktop
• iManage 10 Work
• Elite 3E
• Intapp Open
• LexisNexis Interaction
• BigHand
• Desktop hardware

Key Attributes

• Excellent written and verbal communication skills.
• Excellent attention to detail.
• A proactive approach to problem solving, continual improvement and communication.
• Ability to delegate.
• Ability to empathise with user and team issues and concerns, and translate these into actions for continuous improvement.
• A structured approach to task management.

Boodle Hatfield is committed to providing equal opportunities in employment through its inclusive and supportive environment. This means that everyone who either applies to or works for the Firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.  We are fully committed to a working environment in which all people can excel.