IT End User Support Team Leader

Owing to a period of growth and transformation in our IT department, Osborne Clarke are looking for an End User Support Team Leader to join our team in our Bristol office. We are on a journey towards making various improvements to our services to the business, and this role will play a key part in raising the bar on service, providing innovative improvements and engaging with stakeholders across the business on how we can enhance the way they work. 

This is a permanent position based on-site in our Bristol office with possible travel to other OC locations.

The role

This crucial role is responsible for delivering IT User Support to all Bristol colleagues, with a strong emphasis on excellent customer service and ownership. The individual will lead the IT support team in Bristol, taking on team leader responsibilities to ensure best-in class service. They will oversee all IT services for Bristol colleagues, working across the department to enhance productivity and minimise downtime. In addition, the role will involve supporting the End User Support Manager in delivering all aspects of the IT customer delivery for the Bristol office.

Key responsibilities of the role include:

• Proactively support our users by identifying possible improvements and further support needs.
• Ensure all IT systems and technologies are fully functioning and available.
• Provide deskside, Guru Bar, telephone, email, and remote access support for all IT systems across multiple sites, adhering to SLAs.
• Install or assist in the installation of business applications.
• Ensure IT solutions meet business needs and end user requirements.
• Help spread skills and knowledge throughout the ITS Department and collaborate with other ITS team members to distribute workload effectively.
• Create and maintain documentation for implemented resolutions.
• Identify where systems can be better used to maximise the return on investment in technology.
• Keep up with advances in technology, new software, and hardware to serve as an advisor to our users.
• Monitor equipment stock levels and alert management when stock levels are low.
• Ensure all asset details are maintained within the asset database.
• Monitor incidents to identify frequently arising issues and assist in delivering user coaching to resolve these.

  Team Leader Responsibilities

• Lead the Bristol IT support team, ensuring excellent customer service and ownership.
• Work across the department to enhance productivity and minimise downtime.
• Effectively distribute workload among team members.
• Provide guidance and training to team members to enhance their skills and knowledge.
• Monitor team performance and provide feedback to ensure continuous improvement.
• Address and resolve any issues that arise within the team or with IT services.

We are looking for

• Strong customer service ethic and demonstrable customer service skills, committed to delivering an exceptional standard of service.
• Experience of team leadership, coaching and delivering feedback to colleagues.
• Strong team player committed to assisting colleagues wherever necessary to maximise the effectiveness of the entire IT department.
• Able to work autonomously and to schedule own resource appropriately.
• Should be able to demonstrate good problem solving technique using a sound logical approach, and ability to research using all means available.
• Focussed on and able to work to or exceed agreed Service Levels.
• Willing and able to be flexible in working practices.
• Flexible to travel between OC sites.
• Ensure efficient and effective service delivery by coordinating the Bristol IT support team.
• Manage resources to provide necessary tools and equipment for the team.
• Prepare and present reports on team performance, service levels, and incident resolution.
• Understand and address stakeholders' IT needs and concerns.
• Ensure compliance with IT policies and procedures within the team.
• Identify and implement process improvements to enhance service delivery.

General technical support experience in the following areas

• Experience with workflows and helpdesk business service tools focused on Incident, Problem, Change, and Knowledge Management within a professional services environment.
• Proven experience in a Microsoft environment, including Windows 10, Windows 11, Active Directory, Office 365, and the Microsoft Office suite, including Teams.
• Teams Telephony.
• Document Management Systems (e.g., iManage Cloud).
• Digital Dictation systems (e.g., BigHand).
• Interaction CRM and Elite PMS.
• iPad and iPhone support, including troubleshooting and administration.

We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.

Our recruitment process

We welcome direct applications for our opportunities - if you would like any further information about this role or the firm, we would be delighted to hear from you. Please contact, in complete confidence, Dan Jones (Recruitment Manager) at [email protected]. 

Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.

We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.