IT Site Lead Dublin

Job Title

IT Site Lead Birmingham & Dublin

Information Technology

Birmingham

Regional IT Manager - UK

35 hours per week, 9:30am to 5:30pm but additional hours may be required. We are happy to consider agile and flexible working patterns. Our approach to hybrid working allows for up to 40% of time working from home and 60% working in the office,please contact a member of the recruitment team to discuss further.

Hogan Lovells is one of the leading global law firms. Our distinctive market position is founded on our exceptional breadth of our practice, on deep industry knowledge, and on our 'one team' global approach. Formed through the combination of two top international law firms, Hogan Lovells has over 40 offices in the Americas, Asia-Pacific, Europe, the Middle East and Africa.

With a presence in the world's major financial and commercial markets, we are well placed to provide excellent business-oriented advice to our clients locally and internationally. Our people are the key to our success, which is why we seek to recruit and retain the most talented individuals in all regions of our global practice.

In the UK Hogan Lovells has offices in Birmingham and London. The Birmingham office opened in 2015 and has a number of practice areas including Corporate/Commercial, Construction, Finance, Litigation, Arbitration and Employment (LAE) and Real Estate, as well as our Legal Delivery Centre and Business Team.

The Information Technology department is responsible for the implementation, provision and support of all Information and Technology services within the firm. The department is a business services function that supports and contributes to the objectives of the legal practice. Members of this department are expected to fit into the firm's culture and be committed to providing a high quality of service to our customers.

The role of the IT Site Lead is to provide second line IT support to the business. This involves taking ownership of incidents and requests that have been assigned / escalated to the User Support team and troubleshooting these through to resolution in a timely and consistent manner meeting customer satisfaction and continuous service delivery demands, thus cultivating a first-class consistent experience for the business.

The IT Site Lead provides support primarily to the Birmingham and Dublin offices, but may also be called upon to assist the user base of other offices in the region. The IT Site Lead will also assist third-line with upgrades and projects. On occasions, weekend work will be required for maintenance, upgrades and project.

The team provides second-line IT support primarily to the offices within the UK. Still, they also assist the user base of other offices when local offices may be closed or there is no on-site support personnel available. The bulk of support is provided remotely using remote desktop tools, but there is often a requirement to undertake desk visits.

The team work to high expectations and are expected to demonstrate the firm's values –

• Clients come first
• Excellence in all we do
• One team worldwide
• Commitment to our firm's success
• Good citizenship

Incident Management

• Using the Incident Management tool to record and accurately create / update all Incidents / Requests in line with defined quality requirements.
• Maintain high levels of incident ownership through the incident lifecycle to satisfactory customer resolution.
• Categorising and escalating incidents and service requests in line with the Firms Incident Management Process.
• Setting the user's expectations in relation to incident resolution or service request fulfillment. These should be in line with the agreed SLTs.
• Provide timely and constructive feedback on de-escalations of incidents / requests that have been incorrectly assigned.

Main Responsibilities

• Responsible for working as part of a team to provide a highly-mobile and high quality support service to the UK offices by resolving incidents / requests in a timely fashion remotely or in person.
• To take ownership of issues by…