End User Support - Team Lead

We are Eversheds Sutherland, a global law firm, with 5,000+ colleagues in more than 30 countries. We’re full service with deep niche and sector experience. Whatever challenge, wherever in the world, we’re equipped and ready to meet it. We live our values, we’re purposeful and purpose-led. So although the world is fast-moving and rapidly changing, we see it as a place where everyone can thrive. We’re ambitious for our clients, our communities – and for you. Whether you’re starting out on your career or well established, whether you’re a lawyer or in business services. If you’re looking for what’s next, we are too.

What to expect

For business professionals, our environment is highly collaborative with value being placed on diversity of ideas, skills and mindsets. Not least yours. It’s energetic, fast-moving and there’s always something new to get involved in. You will get exposure across geographies and the firm as a whole. The future is a place of opportunity. Focusing on your success and for what’s next, will ensure you thrive too

.
Our te

amThe role of the EUS Team Lead is to manage a team of up to 10 EUS analysts across multiple locations and ensure a high quality of IT Support for end users at all time

s.
The EUS Team Lead will contribute to the maintenance and adherence of the operational processes, toolsets and procedures. The EUS Team Lead will play an integral role supporting escalations and liaising with resolver teams to ensure major issues are escalat

ed.
In addition to line manager responsibilities the EUS Team Lead will also provide onsite IT support for colleagues, this will cover all end user devices, iPhone, iPad, PC, laptop etc. Utilising strong technical skills to resolve and fulfil technical Incidents and Service Requests, and where appropriate, provide an interface for other activities such as IT Service Desk, Major Incident Management, Asset Management, Change Management, and Problem Managem

ent.
Above all, the End User Support Team Lead will take responsibility for ensuring the End User Support team provides a high level of service to the busi

ness.
Role and key responsibi

litiesMana

• gementProvide oversight and direction for all team me
• mbers.Lead employees to meet with organisations expectations for productivity and ensure that the organisations values are met and adher
• ed to.Coach, mentor and develop
• staff.Scheduling and allocating tasks across the
• team.General people management s
• kills.Setting service and behaviour stan

dards.Operat

• ional Utilising the Service Management toolset (ITSM Remedy), to provide reports and ensure that team are managing Incidents and Requests to an agreed sta
• ndard.Undertakes all relevant technical support and maintenance tasks/activities as required by Change Management, Incident Management, Problem Management, Service Request Management, and IT pro
• jects.Where technical responsibilities dictate, liaise with other internal support teams, internal senior management and suppliers in the day to day management of Incidents and Service Requests. And where appropriate initiates the escalation process for Major Inci
• dents.Identifies key issues and risks, escalating promptly to line management
• team.Attends and actively participates in all daily stand up and team mee
• tings.Technically resolves end users Incidents and fulfils Service Requests, across all supported IT devices in accordance with agreed service l

evels.Fina

• ncial Assist in the delivery of the departmental budgets by highlighting direct cost savings, and investment opportunities that will deliver future cost sa
• vings.Ensure onsite IT equipment stock levels balance the need to deliver instant stock provisioning to end users, versus overstocking and making unnecessary financial commit

ments.
Skills and exp

erienceWe are looki

• ng for:Experiencing of managing a smal
• l team.Management of small projects on time and in
• budget.Previous experience working in an onsite 2nd line engineerin
• g role.End point device hardware knowledge (HP, Apple - laptops, iPhones, iPads, office telephony and
• Wi-Fi).Accessing and configuring Firmware/BIOS to set sta
• ndards.Operating System exposure - install/update/remediate (Microsoft Windows - all support ver
• sions).End point software suites - install/update/remediate (Microsoft Office - all supported ver
• sions).Mobile Device Management Enterprise experience - device enrol/un-enrol (Profile Push) Mobile Iron Mobile Pl
• atform.End point Enterprise management systems - device updates/software install (Microsoft SCCM, Bitl
• ocker).End point Enterprise deployment technologies - device pre-boot configuration, booting devices running device build sequences (Microsoft SCCM, Microsof
• t MDT).End point Enterprise encryption systems - device enrolment, device encryption/decryption and device/user (Microsoft MBAM, Bitl
• ocker).A strong understanding of core application technologies, for example, email, document management, time rec
• ording.Service management tool experience – Accessing, updating, closing calls (R
• emedy).Telephony end point support – Mitel and Clobba, extension allocation, Teams Telephony and handset configu
• ration.A good understanding of Group Policy ope
• ration.PC device builds and post build configu
• ration.iOS/iPhone/iPad device builds, post build configuration and s
• upport.Break/fix work from the incident/request
• queues.Maintenance of endpoint devices in relation to Windows updates, anti-virus software and encryption so
• ftware.Device administration in SCCM, MDM, Active Dir
• ectory.User administration in Microsoft Office 365, Active Dir
• ectory.Production and amendment of Knowledge Articles to assist 1st and 2nd line resolution of

issues.
We're a modern, progressive law firm. We think differently and we've built a culture where individual skills and personalities can shine through. At Eversheds Sutherland, we believe that innovation comes from a culture of genuine equality and diversity and we are happy to discuss any reasonable adjustments individuals may require in the recruitment process, or once

in post.
What’s in it

for you?At Eversheds Sutherland, we provide benefits focused on looking after you: your development, your performance, your financial future and your health, as well as providing the opportunity to make a contribution to t

• he world.We’re fair, transparent and
• equitableWe share in the success of the firm, reward alignment to our values, going above and beyond and your individual pe
• rformanceWe support flexible ways of working through our remote working policy and commitment to flexible, agile and hybrid ways o
• f workingWe support your health and performance through our dental, healthcare and wellnes
• s supportWe support everything you are and all you bring through our powerful commitment to diversity and
• inclusionWe provide a platform for your career, whatever your ambitions through our structured professional and personal training, mentoring and development
• programsWe provide experience and opportunity through international and cross-function
• exposureWe provide an opportunity to give back through our pro bono work and community e