Supervisory Duties:

• Team leadership – management of rotas including site coverage, resource requests, pastoral matters, performance management including objectives, 121s, T&D.
• Provision of technical guidance to Second Line Support & Service Desk teams; including upskilling, owning KBAs & SOPs, and performing tool capability reviews.
• Workload, resource, ticket queue and end-to-end team ticket & SLA Management.
• Input into improvement of ITIL practices; primarily Access, Asset, JML, Request.
• Coordination of proactive team activities such as site audits & ticket trend analysis.
• Regular review of work & data to identify Shift Left, KBA & Problem opportunities.
• Provision of reports & Management Information for team-related decision making.
• Representation of team in Major Incidents, Problem Investigations, Working Parties, Task Forces, Project Delivery, Audits, Transformation and other initiatives.
• Ownership of Service Improvement Plans related to the Second Line Support area.
• Contribution to the ongoing Continual Service Improvement of ITSM & DEX tools.
• Management of escalations and Incidents, including MIM duties & Communications.
• Deputisation for Management on occasion, including with operating other ITIL practices, for example relating to Problem, Knowledge and Change Enablement.
• Direct peer-to-peer interface with Service Desk Team Leader and other colleagues.

What you will need:

Skills And Experience

• A minimum of 5 years’ history of working in an IT Support role & environment.
• Demonstrable recent experience acting in a senior or team leadership capacity.
• Great organisational skills in terms of own time, team, rota & workload management.
• Confident in owning action plans, delivering improvements and representing area.
• Sound understanding of ITIL practices & processes that relate to Technical Support.
• Can perform basic ITSM tool administration including report & dashboard creation.
• Excellent working knowledge of Windows 10-11, M365 & supporting Windows OS.
• The ability to provide user account management across multiple systems & services.
• Varied technical skills across a broad range of standard Business applications.
• Expertise in laptop, mobile, printer, AV & other device setup and troubleshooting.
• Good understanding of general office, VPN, networking and connectivity principles.
• Appreciation of support provision across bespoke & in-house applications.
• Adept at building relationships within & between IT teams and with end users.
• Excellent communication skills, committed to delivering great client service.
• Able to minimise escalations and safeguard the customer experience.
• Understanding of technologies used within the Legal sector or similar industry.

About You

• Motivated to lead a team, developing individuals, self & processes along the way.
• Capable of managing staff performance Objectives in line with department strategy.
• Well organised; a skilled planner, also able to react flexibly to changing demands.
• Able to oversee & control the team’s flow of work including for Incidents & Requests.
• Can maintain strong operational pulse across all support activities comms channels.
• Adept in devising reports & MI to monitor and track team performance & workload.
• Comfortable deputising for Management, representing the area in various situations.
• Self-driven leader who takes ownership of responsibilities & operates independently.
• Highly enthusiastic, willing to go the extra mile and beyond the job description.
• Respectful towards others, and able to communicate with stakeholders at all levels.
• A positive and ‘can do’ attitude – suggesting solutions where challenges are faced.
• Keen to learn, ambitious in driving your own development & career progression.
• Proactive in taking ownership of issues and juggling a variety of work activities.

Benefits, Agile Working And Additional Information

We embrace agile working and offer a blended approach to where and how we work.

We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.

We have the following hubs across the UK: Birmingham, Bristol, Edinburgh, Leeds, Leicester, Lincoln, London, Milton Keynes, Nottingham, Sheffield, Stratford upon Avon and in the South East; Brighton, Chichester, Crawley, East Grinstead, Eastbourne, Lewes, Seaford, Storrington, Southampton & Tunbridge Wells.

Additional Information

Want to find more about our amazing benefits?

Please be aware, for some vacancies, where we receive high numbers of applications we may need to bring the close date forward.

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.

Equal opportunities

Ampa Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.

About Ampa Group

Join Ampa Group – the house of brands reshaping legal and professional services

Ampa Group is the name behind leading brands like Shakespeare Martineau, Lime Solicitors, Mayo Wynne Baxter, Marrons and more. We bring them together through shared culture, infrastructure and career opportunities - giving our people the freedom to grow, explore and make an impact across a family of ambitious brands.

We believe in the power of &. Corporate & human, purposeful & profitable, ambitious & inclusive. With empowered working, genuine flexibility, and award-winning development, we back our people to do their best work in the way that works for them.

You’ll find real collaboration here, not just words. Access to multi-brand experiences, diverse expertise, modern tech, and a culture that encourages you to think boldly, be yourself, and shape a career that excites you.

Ready to unlock your potential for good? Join Ampa Group and be part of what comes next.