Address
Form of work
SalaryLocation: Belfast
Workplace: Hybrid
Closing Date: 28th March 2024
The Opportunity:
To be responsible for the service productivity and quality of the Technology Help Desk Tier 1 and Tier 2 teams and ensure that the team and individual goals and objectives are met by delivering excellent technical and non-technical support with outstanding customer service, satisfaction, and timeliness.
In addition, this role is responsible for managing the operational and administrative tasks of the team, including providing feedback and guidance to the team members, coaching/mentoring as well as addressing employee performance and development opportunities.
Working at Baker McKenzie:
Baker McKenzie is the world’s leading law firm with offices all over the world. Our Belfast Centre is home to over 400 teammates in both legal and professional services such as finance, IT, marketing, and business support.
We offer one of the best workplace benefits packages in the business with comprehensive private health cover, income protection, life assurance and a full employee assistance plan. These and a host of other benefits make us one of the most desirable companies to work for in Belfast.
We are committed to promoting inclusion, diversity, and equity for all and are confident we can provide a career as individual and as exceptional as you.
About the role:
As part of this role, the successful candidate will:
Responsibilities:
- Responsibility for the team in terms of management and supervision of staff, production, and quality targets to ensure the smooth running of the production processes that will contribute to the attainment of team goals and business targets.
- Demonstrate diligence and passion for quality in assessing delivery on service level agreements.
- Exercise independent judgment in providing solutions to complex problems or those without precedents.
- Effectively manage project timelines and work scheduling vs client commitment and expectation
- Contribute to policy development by actively participating in meetings and providing inputs, insights, and recommendations.
- Act as Subject Matter Expert, provide training and guidance as necessary and assist the team members by providing the correct course of action for incidents and requests for fulfilment tasks.
- Lead by example and collaborate to inspire trust and build relationships with stakeholders.
- Proactively increase the efficiency of the day-to-day operations by closely monitoring the quality of performance, productivity, and metrics, identifying opportunities, and suggesting solutions and improvements regarding the process, tools, people, and any other operation-related matter
- Manage and supervise the team by being visible to answer questions, queries, and concerns.
- Work closely with Tier 3 and other Technology Support teams to ensure seamless escalations and coordination relating to the resolution of incidents and completion of tasks.
- Contribute to the execution of a business plan through specific job assignments and projects as determined by the Management Team
Experience Required
Essential Criteria:
To be successful in this role you will need:
Skills and Experience:
- Good prior technology Help Desk experience leading a team in a professional services environment following/aligned to ITIL best practices.
- Advanced Microsoft Windows and Office troubleshooting skills
- Advanced knowledge in Active Directory administration
- Advanced knowledge of Microsoft Exchange and email support
- Working knowledge of Macintosh and Apple devices troubleshooting
- Superior process methodology, problem-solving, and analytical skills
- Demonstrate attention to detail in terms of following defined processes diligently and accurately.
- Ability to quickly learn and understand new technology and applications.
- Has initiative, sense of responsibility, and commitment to high-quality work and customer service.
- Well-developed interpersonal skills and ability to work in a team environment.
- Fluent written and spoken English with strong communication skills (ability to communicate in German and French desirable)
- Willing to work on shifting schedule and work overtime or beyond normal core working hours, as necessary.
