Technical Operations Lead

The Technical Operations Lead will be responsible for overseeing third-line incident management and departmental problem management within the ITSM framework. This role includes optimising the use of ServiceNow, managing the ITSM Configuration Management Database (CMDB), and coordinating the processes for joiners, leavers, and movers. The Technical Operations Lead will manage the team that provides onsite support and will also handle on-call escalation support. This role requires a proactive individual with a strong focus on enhancing user experience and service delivery.

The Team

The Information Systems (IS) team at Shoosmiths plays a pivotal role in the technological enablement of the firm, ensuring the seamless operation of all computer systems. With a focus on delivering robust and efficient technology services, the IS team is divided into two main departments: Applications and Technical Services. The Applications department is tasked with the development, maintenance, and support of the software applications vital to the firm's operations. Meanwhile, the Technical Services department is dedicated to the upkeep of the firm's computer architecture, providing operational support, diagnosing hardware and software issues, and configuring the back-office computing infrastructure. Together, these departments strive to deliver innovative solutions that cater to the evolving needs of the firm's user base, underpinning Shoosmiths' commitment to excellence in legal service provision.

The Firm

Shoosmiths is the law firm clients choose for excellent service, incisive thinking and above all for our ability to focus on what matters. From offices across the UK and Brussels, we support some of the world’s most exciting and ambitious businesses; amazing clients making an impact. We empower our people to be their authentic selves and deliver together in supportive teams committed to excellence and innovation. The first top 50 law firm to achieve ‘Platinum Standard’ Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm.

We have an outstanding benefits package to complement our competitive remuneration system. In addition to the competitive salaries, great working environment and high-quality work, we believe that all staff should be rewarded for their commitment to the continued success of the firm through a comprehensive and flexible range of benefits.

To discover more about our benefits, please visit: Benefits Package

Main responsibilities

• Third-Line Incident Management: Manage the third-line incident management program, ensuring complex issues are resolved efficiently and effectively.
• Problem Management: Lead and manage the problem management process in accordance with ITSM best practices, ensuring timely resolution and minimal disruption to services.
• ServiceNow Optimisation: Leverage ServiceNow expertise to optimise the use of the platform, automate workflows, and ensure efficient ticket management.
• CMDB Management: Oversee the management and maintenance of the ITSM Configuration Management Database (CMDB), ensuring accurate and up-to-date configuration data. Regularly review and improve the processes associated with CMDB management to ensure data integrity, compliance with ITIL standards, and alignment with business needs.
• Onsite Support Team Management and Escalation: Manage the team that provides onsite support, ensuring they are well-equipped to handle support tasks and deliver high-quality service.
• Onboarding and Offboarding: Oversee the processes for new joiners, leavers, and internal movers, ensuring smooth transitions and minimal disruption to services.
• Escalation Support: Serve as an on-call escalation point for complex issues outside of business hours, providing expert support and resolution.
• Device Management: Oversee device management using Intune, Autopilot, and SCCM, ensuring all devices are properly configured, maintained, and compliant with firm standards.
• Software Lifecycle Management: Manage the software lifecycle, including deployment, updates, and decommissioning, ensuring software compliance and optimal performance.
• Cross-Functional Collaboration: Collaborate with cross-functional teams to ensure a coordinated approach to problem management and incident resolution.
• Documentation: Develop and maintain comprehensive documentation related to support processes.
• Team Leadership: Conduct regular team meetings and training sessions to ensure staff are well-informed and equipped to handle support tasks effectively.
• User Experience Excellence: Foster a culture of user experience excellence and continuous improvement within the team.
• Resource Management: Manage work demands effectively, ensuring the right resources are allocated to both the user support team and other teams as necessary to maintain service levels and project timelines.
• ITIL Expertise: Utilise ITIL expertise to streamline processes, improve service quality, and ensure adherence to best practices.
• Performance Metrics: Monitor and evaluate performance metrics to identify trends, implement process improvements, and ensure compliance with ITIL standards.
• Support Team Management: Act as part of the support team management, contributing to the overall IT service delivery and ensuring alignment with business objectives.

Skills & Qualifications

• ITIL v4 Certification: Essential for understanding and implementing ITSM best practices.
• ServiceNow Expertise: Proficiency in using and optimising ServiceNow for IT service management, including workflow automation and ticket management.
• Leadership Experience: Proven experience in a leadership role within an IT support environment, ideally within a legal setting.
• Technical Proficiency: Strong understanding of ITSM frameworks, problem management processes, and IT support tools and technologies.
• Communication Skills: Excellent communication and interpersonal skills, with the ability to lead, motivate, and collaborate with cross-functional teams.
• Analytical Skills: Analytical mindset with the ability to identify trends, implement process improvements, and develop effective solutions.
• Project Management: Experience in managing projects, including resource allocation, timeline management, and ensuring service levels are maintained.
• Documentation Skills: Ability to develop and maintain comprehensive documentation related to problem management procedures and support processes.
• Flexibility: Willingness to work flexible or extended hours to complete tasks outside of core business hours and travel to other Shoosmiths offices as necessary.
• Preferred Qualifications: MCP (Microsoft Certified Professional) qualification is preferred but not essential.

Additional Details

• Travel to other Shoosmiths offices will be necessary on occasions.
• It is essential that the Technical Operations Lead can work flexible or extended hours to complete some tasks outside of core business hours of 08:00 to 18:00.
• This role is a hybrid working role but there is an expectation that the jobholder works from a Shoosmiths office for a minimum of 3 days a week.
• Due to the nature of this role, there is an expectation that additional hours may be required as and when necessary to meet business demands.

Our approach to our people is underpinned by our approach to diversity, inclusion and well-being. Our ambition is to build a diverse and ambitious workforce that reflects all backgrounds and talents, and a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues.

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.

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