The Firm:

Leading international law firm SJ Berwin has combined with Asia Pacific firm King & Wood Mallesons* to create a genuine new choice among the global elite brands. With a network of 30 locations, including China, Hong Kong, Australia, the United Kingdom, continental Europe, the Middle East, Japan, and the US, and more than 2,700 lawyers, we’re on the ground where you need us most.

King & Wood Mallesons SJ Berwin advises clients on the full spectrum of commercial, financial and specialist legal services, with a principle focus on: Corporate and International Funds, EU, Competition & Regulatory, Dispute Resolution, Finance and Real Estate. The firm also has deep industry expertise in the following sectors: Consumer; Energy & Infrastructure; Financial Institutions; Life Sciences & Healthcare; Private Equity; Real Estate; and Technology, Media, & Telecoms.

*SJ Berwin LLP became a member of the King & Wood Mallesons network on 1 November 2013. From that date it started operating as King & Wood Mallesons SJ Berwin across the UK, Continental Europe and the Middle East.

The Practice:

The Firm’s Litigation and Dispute Resolution lawyers specialise in solving complex business disputes as swiftly and effectively as possible. We aim to provide solutions that ensure the most favourable outcome for clients and which correspond to their business needs.

The legal directories consistently rank King & Wood Mallesons SJ Berwin among the top firms for dispute resolution and have described us as having “tactically astute and tenacious” practitioners who are recommended for their “strategic insight, tactical planning and sheer hard work” and “no nonsense approach”. Our litigation relationship management is regarded as “exceptional”.

The Litigation department offers a full range of services, with teams specialising in commercial litigation, international arbitration, financial markets, fraud & investigations, mediation and CMT litigation.

The Practice covers all aspects of commercial litigation, including: •advocacy •contractual and telecommunications disputes •banking and securities litigation •civil fraud •asset and tracing claims •misrepresentation actions •shareholders and partnership disputes •freezing injunctions •search orders •regulatory disputes •mediation •professional negligence •public law and human rights.

Our client base covers a diverse range of practice areas, including investment banking, hedge funds, private equity, pharmaceuticals & life sciences, real estate and hotels, sports and insurance. The breadth of the practice also means our lawyers are highly experienced in acting in multi-jurisdictional cases.

The Role:

To work within the Client Services team with specific responsibility for the day to day supervision of the team as well as providing excellent customer support to all KWM Europe and Middle East Offices within a Global Law firm.

Key Responsibilities:

Day to day supervision of the team to ensure the delivery of excellent IT support to the business.
Incident Management – responsible for providing excellent customer service and ensuring appropriate escalation of all incidents requiring further investigation in accordance with SLAs. Ensuring that the customer is kept updated on progress of the call.
Problem Management – responsible at a basic level for identifying trends leading to the correct handling of major incidents/problems and onward escalation to the appropriate team(s).
Best Practice Documentation – responsible for the creation, regular review and maintenance of best practices/policies/procedures to support the Service Desk.
Additional AD HOC duties would include:
Project work as agreed by the relevant IT Project Team and the IT Service Desk Manager
Key Attributes

Essential

Advanced Level MS Office 2010
Windows 7.0
Helpdesk Call Logging
Basic Exchange Administration
Active Directory
PC Configuration/PC Hardware knowledge
Knowledge of Protocols/Networking for basic connectivity testing
Blackberry support
Worksite 8.5 9.0

Desired

Working knowledge of Citrix remote access
InterAction
Carpe Diem
Digital Dictation (BigHand)
Laserforms
Litera
Knowledge and awareness of the ITIL framework
Abilities/Aptitudes

This person will be a key member of the Client Services team responsible for ensuring that the desktop support service is delivering the support the business require. A dedicated and service oriented professional who will understand the technology and the needs of the customer and be able to translate/mould the service offering to match.

Responsible for the day to day supervision of the second line support team and the service they deliver, they will be responsible for ensuring that all escalated calls are resolved and that relevant technological changes are implemented to resolve underlying problems that are specific to the applications or the build in all offices.

The individual needs to have a solid understanding of the technologies/applications implemented with KWM and a thorough, methodical approach to problem solving. Excellent verbal and written communication skills as well as interpersonal skills are also required as this is a customer facing role dealing with people at all levels throughout the business.

As an ambassador of the IT Department, the individual will need to possess excellent customer service skills including (but not limited to) an excellent telephone manner, good listening skills, be personable and have the ability to remain calm under pressure. This individual will be enthusiastic, motivated, patient and sympathetic with the ability to learn quickly with the minimum of supervision as well as paying attention to detail.

This person is a flexible IT professional used to working within a structured support environment that is able to bring best practice methodologies to the team. Happy to work on their own and within teams, they are also able to assist at all levels to ensure that the highest level of IT support is provided to the customer. The individual will also be hardworking and focused with excellent time management skills.

Please click the following link to apply: http://www.professionalsinlaw.com/job/5763/desktop-team-leader-day-shift/ or email fiona@professionalsinlaw.com