Information Technology Services Manager

London Area, United Kingdom

Overview

Thie role is a great opportunity for someone looking to grow. Tuckers LLP is an established law firm that is entering an exciting new phase of growth under new management – plans are ambitious and challenging the old ways of working. Are you dynamic enough to be part of it?

The IT provision has recently been outsourced via a managed build and SOC model, with internal 1st and 2nd line support. The foundations are there but need some nurturing to ensure they flourish and scale with the business growth. The role is ideally suited to a passionate Service Delivery Manager looking to take on more ownership.

Business tools provision is via the Office 365 suite of applications. Matter and practice management provision is via CaseRatio (used by everyone in the business) written and supported by Tuckers’ sister company.

The role is hands on – the face of IT - minimum 4 days a week in the Central London office, responsible for ensuring the availability of all required hardware, software, and support, to enable the day-to-day operation of the firm; and manage the overall IT service provision for Tuckers Solicitors.

Role and responsibilities

Management of the IT team, including ensuring clear deliverables are in place and progress tracked against them.

Overseeing the internal help desk and ensuring it functions effectively, including regular review and prioritization of ticket backlogs; analysis of support tickets to ensure root cause is identified, and recurring issues are resolved / eradicated.

Ownership of IT policies and procedures (including data management) ensuring they are up to date, deliver optimum efficiency and security, and comply with any legal or regulatory requirements.

Ownership of ensuring cyber security in place meets industry compliance regulations, in conjunction with outsource partner and any other relevant 3rd Party providers.

Overseeing audits pertaining to IT, whether internal or external, ensuring compliance with laws, regulations, and best practices (e.g. CyberEssentials+, GDPR, ISO standards).

Ownership of regular communication and training of staff with regards cyber security and data protection.

Ownership of appropriate processes to cost effectively manage starters, leavers, and changes.

Ensure the above processes include the provision of appropriate equipment as required, the return of the equipment as necessary, and reflect any swap outs required as a result of repair or maintenance.

Ownership of the asset register, ensuring it is accurately maintained and reflected in the financial asset register and purchase of / subscription to any licences.

Contributing to tracking IT spend, including providing forecasts to feed into budget process.

Routine verification to ensure all software licenses are compliant with vendor agreements and legal requirements.

Responsibility for ensuring that everyone having access to Tuckers environments have the appropriate level of training.

Monitoring IT contracts, ensuring compliance to terms and service agreements, and ensuring renewals are flagged on a timely basis to enable commercial review and negotiations (overall approval of signatory sits with the Managing Partner).

Ownership of the relationships, and being the day-to-day point person, with all 3rd Party IT providers.

Conducting service reviews and ensuring improvement plans are in place and tracked as required.

Ownership through to resolution of any IT escalations, internal or via the outsourced model; and being the first point of contact for high-priority incidents, or those of a particularly sensitive nature.

Liaising with internal departments to ensure that IT needs, particularly in relation to CaseRatio (practice management solution) are understood and fed into the relevant forum / action planned in.

Ownership of the day-to-day relationship with CaseRatio Ltd, with responsibility for ensuring that the CaseRatio Product Owner has access to end users to enable product development, testing and user feedback as required.

Ownership of the Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP) to ensure operational resiliency. This includes regular testing, updating as appropriate, and coordination with 3rd party providers.

Ownership of the communication associated with BCP and DRP, and any other significant incident impacting IT.

Chair the Change Advisory Board, ensuring adequate representation of stakeholders, and visibility of changes due.

Responsibility for ensuring development plans are in place with the IT team to ensure skills remain current.

Experience and Skills

least 3yrs experience in a managerial or leadership role within an IT service function – would suit someone looking to take in career progression.

of working within a small IT team and providing hands on end user support remotely / in person.

experience of working with Microsoft Office applications, Active Directory and Azure AD.

be a self-starter with the ability to work independently, taking the initiative to solve problems and deliver results.

works well under pressure and to tight timelines.

problem-solving skills and an analytical mindset.

team leadership, prioritisation, and organisational skills.

communication skills, able to converse with tech-savvy and non-technical staff; as well as being able to deliver updates to partners and convey the ‘one way of working’ message.

– understanding of the operation of criminal law firms, and associated practices.