Slater and Gordon Lawyers (UK)
Application Support Team Lead
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Application Support Team Lead
Application Support Lead
Slater and Gordon
About the Company
Slater and Gordon are a leading consumer law firm providing specialist legal and complementary services within the UK. The firm is undergoing a major transformation with a focus on people and technology, driven by our mission to make world-class legal services more accessible.
About the Role
As the Application Support Lead, you will lead a team of application and database engineers, overseeing incident resolution, workload management, and service reliability to ensure timely, high-quality outcomes aligned with recovery time objectives (SLA compliance).
Key Responsibilities
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Incident & Problem Resolution
- Manage the team’s workload queue, ensuring proper prioritisation and alignment with business priorities.
- Maintain transparent records in ManageEngine (ITSM) for all incidents, requests, and changes.
- Implement 24/7 support coverage for critical incidents affecting consumer-facing applications.
-
Automation & Process Improvement
- Identify opportunities for automation, workflow efficiency, and reduced manual effort across support processes.
- Develop solutions for small, controlled changes (e.g., via Low-Code/No-Code tools) to address defects in platforms like ShareDo.
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Role Expansion: AI & Platform Governance
- Supporting the future evolution of AI-driven capabilities in IT processes.
- Strategic leadership over:
- Microsoft Power Platform
- Zoho applications
- ShareDo (transitioning to Application Support Developer role)
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- Team & Stakeholder Management
- Recruitment & Onboarding of IT team members.
- Lead team engagement, wellbeing, and morale.
- Collaborate across business units and third-party vendors for seamless application delivery.
Core Responsibilities
Application & Service Management
- Maintain optimal performance of legal IT systems (e.g., case & finance platforms, Citrix, Microsoft suite).
- Coordinate releases, upgrades, and operational changes with IT efficiency.
- Set & manage SLAs for service delivery, ensuring compliance.
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Incident & Escalation Support
- Triage and resolve elevated customer, vendor, and service request issues.
- Link incidents to detect recurring trends, improve root cause analysis.
Compliance & Change Governance
- ITIL principles alignment (preferred: ITIL Foundation certification).
- Participation in Change Advisory Boards (CAB) and formal change processes.
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- Knowledge Management
- Curate, analyse, and distribute technical and service reports.
- Strengthen internal and external vendor relationships.
About You – Key Qualifications
- Technical Expertise:
- Deep knowledge of legal IT systems (case management, finance platforms).
- Confident in SQL for troubleshooting and data analysis.
- Familiarity with Service Desk management software (e.g., ManageEngine).
- Cloud technologies and service reliability best practices.
- Stakeholder Leadership:
- Strong interpersonal & communication skills.
- Ability to own issues to conclusion with independent judgment.
- Team Management:
- Previous experience in managing small-to-medium IT team(s).
- Hands-on support or technical leadership in legal IT environments (desirable).
What We Offer
- Competitive benefits package:
- 25 days holiday p.a. + extra 5 buyable days
- Pension scheme, health cash plan, life/accident/insurance
- Career Growth: With a fast-growing, award-winning law firm breaking industry barriers.
- Impact: Support huge clients nationwide with high-value legal operations.
- Work-Life Balance: Integrated flexible remote/dynamic working policies.
Slater and Gordon: Setting the Gold Standard in Consumer Law.
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Jessica, London
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