Technology Support Lead Milano

Technology Support Lead
Milano
Lombardia, Milano

The purpose of this role is to lead, manage, and coordinate the provision of IT Support Services and other Technology services within local office(s) / region, working with the Regional Technology Support Manager.

The primary responsibilities of this role are:

Provide leadership and direction within the IT Support Services function. Manage, lead, and supervise the Support Services function and team within a particular office and region. Develop, manage, and revise Technology services, standard procedures, best practices, and support in the areas of Service Delivery, Operations, Security, Applications, and Project deployment. Develop and maintain relationships with key stakeholders, user forums, practice areas, and business support functions as may be assigned or appropriate within a particular office and region. Duties and Accountabilities Leadership of the Support Services function Provide leadership in the Support Services function, setting targets and goals for improvement as directed by Firm Strategy. Work with Service Delivery to devise and implement:Continuous improvement process for the Support Services function. Appropriate metrics and reporting for the Support Services function. Promote Best Practice standards based on ITIL. Develop and promote a better understanding of the business and practice of law within the Support Services teams. Management of the Support Services function Supervise and coordinate the duties of the Support Service team to provide a support service within the local office and region, managing escalated user queries from the Service Desk, problem-solving hardware and software issues, and maintaining desktop computers, laptops, printers, and other hardware. Hold regular team meetings to keep staff apprised of events & procedures. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Evaluate, conduct, and contribute to Performance Appraisals for Support Services staff as necessary, recommending salary adjustments in conjunction with the Technology Regional Support Manager. Monitor the call queue within Service Manager to ensure calls are resolved efficiently and that all work is logged and tracked. Maintain and deploy PCs based on the current standard image and deployment methods. Manage and maintain equipment inventory records via serial number, user, and location. Ensure that PC assignment, account, and office setups are completed before the start date for all new joiners. Support and guide the Audio Visual team with the coordination and setup of all conference room booking requests that require technology usage. Create and maintain documentation of procedures, tip sheets, and other documentation as needed. Ensure that all computers within the local office are fully compliant with the firm's standards. Empower and motivate staff by sharing information, knowledge, and skills. Coordinate the provision of other Technology services Coordinate the provision of other Technology services, standard procedures, best practice, and support in the area of Service Delivery, Operations, Security, Applications, and Project deployment. Develop and lead Change Management process for all changes as appropriate. Ensure that the Technology Security Policy is adhered to and report any breaches. Ensure that the Technology policy and procedure for all equipment, software, and services is adhered to, properly managed, and reported. Additional Responsibilities Participate on global/regional/office project teams as requested. Maintain professional and technical knowledge by reviewing related professional publications. Exercise professional judgment in attendance and timekeeping. Contribute to team effort through communication, cooperation, and coordination. Undertake any other reasonable duties as requested by IT management. Qualifications Team player who is ambitious and motivated. Excellent interpersonal skills and patience. Must be able to multitask and work in a fast-paced environment. Excellent communication, customer service, problem-solving, and organizational skills. Detail-oriented and flexible team player. Thorough knowledge of complex automated information systems management. Five plus years of progressively responsible work experience in managing automated information systems. Ability to communicate complex systems information effectively. Strong analytical skills and problem-solving abilities. Ability to travel if needed. *The above is only a general description of the essential duties associated with this position.

It is not an exhaustive list of all duties.

The Firm may modify and amend any job description at any time.

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