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Job Title: IT Pod Lead
Location: Bristol
We are recruiting an IT Pod Lead to join our IT team. The IT Technical Pod Lead reports to the Head of IT Operations and is a key member of the IT Operations and Service Delivery Teams. Responsibilities include managing a small IT Service Desk team, providing first and second line support during core hours and out-of-hours emergencies, and maintaining all applications, IT services, and infrastructure.
Your Role
The main purpose of your role is to provide IT support to TLT, including:
* Line management of Tech Experts, ensuring efficient issue resolution and ongoing skill development.
* Providing support during business hours (07:30-18:00) and out-of-hours as part of the rota.
* Handling inbound and outbound calls, meeting KPI targets, and delivering excellent customer service.
* Managing incidents and service requests in the IT Service Management tool.
* Investigating technical issues, providing solutions or workarounds.
* Advising on IT systems, configuring hardware, and installing devices.
* Escalating major incidents and managing communication between support levels and the business.
* Upskilling team members and contributing to knowledge base articles.
* Carrying out site visits, maintaining hardware, and deploying new equipment.
Your Skills and Experience
* Minimum four years' experience in a busy IT Service Desk environment.
* Two or more years in a leadership role managing a small team (advantageous).
* Excellent customer service, communication, troubleshooting, and problem-solving skills.
* Experience with ITIL and ISO270001 processes.
* Familiarity with various technologies, including case management systems, digital dictation, Microsoft Windows and Office, telephony systems, and Active Directory.
* Proven leadership abilities.
Your Team
Our IT team is committed to leveraging technology to meet our ambitions. We are a digitally enabled, data-driven firm, continuously improving our processes and policies. We invest in training to ensure our team can work effectively with clients and internally.
About TLT
TLT is a fast-growing, innovative law firm with over 1,200 staff across the UK, with international partnerships. Recognized as The Lawyer’s Law Firm of the Year in 2021, we focus on protecting, preparing, and progressing our clients and our people. We foster an open, collaborative culture that values diversity, voice, and contribution.
We offer a competitive salary, annual reviews, extensive benefits including holiday entitlement (starting at 25 days, increasing to 30), private medical insurance, and a flexible, hybrid working environment to support work/life balance.
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