End User Support - Team Lead

The role of the EUS Team Lead is to manage a team of up to 10 EUS analysts across multiple locations and ensure a high quality of IT Support for end users at all times. The EUS Team Lead will contribute to the maintenance and adherence of the operational processes, toolsets and procedures. The EUS Team Lead will play an integral role supporting escalations and liaising with resolver teams to ensure major issues are escalated. In addition to line manager responsibilities the EUS Team Lead will also provide onsite IT support for colleagues, this will cover all end user devices, iPhone, iPad, PC, laptop etc. Utilising strong technical skills to resolve and fulfil technical Incidents and Service Requests, and where appropriate, provide an interface for other activities such as IT Service Desk, Major Incident Management, Asset Management, Change Management, and Problem Management. Above all, the End User Support Team Lead will take responsibility for ensuring the End User Support team provides a high level of service to the business. Role and key responsibilities Management

• Provide oversight and direction for all team members.
• Lead employees to meet with organisations expectations for productivity and ensure that the organisations values are met and adhered to.
• Coach, mentor and develop staff.
• Scheduling and allocating tasks across the team.
• General people management skills.
• Setting service and behaviour standards.
Operational
• Utilising the Service Management toolset (ITSM Remedy), to provide reports and ensure that team are managing Incidents and Requests to an agreed standard.
• Undertakes all relevant technical support and maintenance tasks/activities as required by Change Management, Incident Management, Problem Management, Service Request Management, and IT projects.
• Where technical responsibilities dictate, liaise with other internal support teams, internal senior management and suppliers in the day to day management of Incidents and Service Requests. And where appropriate initiates the escalation process for Major Incidents.
• Identifies key issues and risks, escalating promptly to line management team.
• Attends and actively participates in all daily stand up and team meetings.
• Technically resolves end users Incidents and fulfils Service Requests, across all supported IT devices in accordance with agreed service levels.
Financial
• Assist in the delivery of the departmental budgets by highlighting direct cost savings, and investment opportunities that will deliver future cost savings.
• Ensure onsite IT equipment stock levels balance the need to deliver instant stock provisioning to end users, versus overstocking and making unnecessary financial commitments.
  
  We are looking for:
• Experiencing of managing a small team.
• Management of small projects on time and in budget.
• Previous experience working in an onsite 2nd line engineering role.
• End point device hardware knowledge (HP, Apple - laptops, iPhones, iPads, office telephony and Wi-Fi).
• Accessing and configuring Firmware/BIOS to set standards.
• Operating System exposure - install/update/remediate (Microsoft Windows - all support versions).
• End point software suites - install/update/remediate (Microsoft Office - all supported versions).
• Mobile Device Management Enterprise experience - device enrol/un-enrol (Profile Push) Mobile Iron Mobile Platform.
• End point Enterprise management systems - device updates/software install (Microsoft SCCM, Bitlocker).
• End point Enterprise deployment technologies - device pre-boot configuration, booting devices running device build sequences (Microsoft SCCM, Microsoft MDT).
• End point Enterprise encryption systems - device enrolment, device encryption/decryption and device/user (Microsoft MBAM, Bitlocker).
• A strong understanding of core application technologies, for example, email, document management, time recording.
• Service management tool experience - Accessing, updating, closing calls (Remedy).
• Telephony end point support - Mitel and Clobba, extension allocation, Teams Telephony and handset configuration.
• A good understanding of Group Policy operation.
• PC device builds and post build configuration.
• iOS/iPhone/iPad device builds, post build configuration and support.
• Break/fix work from the incident/request queues.
• Maintenance of endpoint devices in relation to Windows updates, anti-virus software and encryption software.
• Device administration in SCCM, MDM, Active Directory.
• User administration in Microsoft Office 365, Active Directory.
• Production and amendment of Knowledge Articles to assist 1st and 2nd line resolution of issues.
  
  We are Eversheds Sutherland, a global law firm, with 5,000+ colleagues in more than 30 countries. We're full service with deep niche and sector experience. Whatever challenge, wherever in the world, we're equipped and ready to meet it. We live our values, we're purposeful and purpose-led. So although the world is fast-moving and rapidly changing, we see it as a place where everyone can thrive. We're ambitious for our clients, our communities - and for you. Whether you're starting out on your career or well established, whether you're a lawyer or in business services. If you're looking for what's next, we are too.
What to expect For business professionals, our environment is highly collaborative with value being placed on diversity of ideas, skills and mindsets. Not least yours. It's energetic, fast-moving and there's always something new to get involved in. You will get exposure across geographies and the firm as a whole. The future is a place of opportunity. Focusing on your success and for what's next, will ensure you thrive too., We're a modern, progressive law firm. We think differently and we've built a culture where individual skills and personalities can shine through. At Eversheds Sutherland, we believe that innovation comes from a culture of genuine equality and diversity and we are happy to discuss any reasonable adjustments individuals may require in the recruitment process, or once in post. What's in it for you? At Eversheds Sutherland, we provide benefits focused on looking after you: your development, your performance, your financial future and your health, as well as providing the opportunity to make a contribution to the world.
• We're fair, transparent and equitable
• We share in the success of the firm, reward alignment to our values, going above and beyond and your individual performance
• We support flexible ways of working through our remote working policy and commitment to flexible, agile and hybrid ways of working
• We support your health and performance through our dental, healthcare and wellness support
• We support everything you are and all you bring through our powerful commitment to diversity and inclusion
• We provide a platform for your career, whatever your ambitions through our structured professional and personal training, mentoring and development programs
• We provide experience and opportunity through international and cross-function exposure
• We provide an opportunity to give back through our pro bono work and community engagement