London Functional Support Manager (IT Training)

Clifford Chance
South East England
15 Sep 2017
19 Sep 2017
Contract Type
Job Details Reporting into the Service Delivery Manager (2nd Line Support), the Global Functional Support Manager (GFSM) is responsible for the successful delivery of 2nd Line functional support to all users in the London office, as well as ensuring global 1st & 2nd line teams receive support, guidance and share knowledge on the Firm's core applications. On a day to day basis, the LFSM is responsible for leading a team of 4 functional support analysts in London. As the Firm moves to a multi-device model, internal support will need to focus on deep, expert knowledge of our core business software. The LFSM needs to ensure that we provide quality and efficient functional support to our users. That support will be provided via a number of channels such as classroom-based training, eLearning, floorwalking and 1-2-1 desk-side visits. The LFSM will be responsible for providing the right blend of these to ensure that we optimise the use of the team's time and resources, and minimise the impact on fee earners' time. In addition, working with project managers, application and service owners, the incumbent will be required to work with global teams to ensure consistency of functional support to all users in Clifford Chance. This involves developing and maintaining a programme of activities that fits the varying functional support needs of typically time starved users (both legal professionals and business services staff) and helping to implement that programme globally. Finally it is expected that the LFSM will work closely with the 2nd Line Technical Lead, the Service Delivery Manager (2nd Line) and the Service Delivery Manager (End User Services) to ensure a cohesive support proposition to our London users. Key Responsibilities Team Management Management of a team of 4 staff in London covering a 08:00 to 18:00 rota Day to Day Support Ensure that Remedy is regularly monitored and calls are resolved in a timely manner and to OLA. Ensure that the Functional Analysts and Technical Analysts work together seamlessly to ensure a quality user experience. Ensure that any remote work is performed from our lower cost locations. London resources need to be focused on high value, location critical activities. Increase the functional knowledge of our users through a mix of online videos, eLearning and written material, floorwalking and 1-2-1 desk-side visits (either booked by the user or escalated on Remedy through 1st Line) Conduct service reviews with key stakeholders to ensure that the team's approach remains relevant and up to date. Work with the HR and Academy teams to ensure that our approach dovetails with their processes and common professional development targets. Ensure that the team continues to adapt to the ever changing face of technology, with users having services on many different hardware and software platforms. Training Provide professional training services to our London users (for induction and refresher courses), operating an efficient booking system and delivering high quality training material which optimises the use of training team time and resources. Develop eLearning courses and other online tools to provide short, self-help methods of supporting our users globally. Take the trends and best practice from the consumer market (youtube videos etc) and bring them in to the corporate environment. Client Focus Deal with London user escalations and ensure that any issues are dealt with promptly and remediated appropriately. Ensure that the team continues to work exceptionally closely with the Client Services function to understand and fulfil business requirements. Review global ITSC metrics to tackle any trends in functional support requirements - either at a Firm or individual level. Knowledge Management Ensure that the team maintains its expert knowledge of our core applications and their business use. Ensure that all knowledge is documented within the Knowledge Base and disseminated to IT teams across the globe. Ensure that knowledge within the Knowledge Base is routinely reviewed and maintained. Global Support Define and agree global principles and standards and aid international offices with their implementation of these principles and standards. Where required and without affecting BAU in London, provide on-site support to international offices. Skills and Qualifications Qualifications Educated to degree level or equivalent Ideally applicants will have a training certification such as IITT ITIL Foundation or above preferable Experience and skills Extensive experience of performing an IT functional support/training role in a professional environment Proven ability to analyse functional support needs to define and adapt an appropriate approach to meet those needs. Extensive experience of devising and delivering a programme of functional support activities that utilise a range of different channels, including classrooms, eLearning, written material, floorwalking and 1-2-1s. Extensive experience of delivering Microsoft Office and SharePoint related support/training Strong working knowledge of the range of document production, management and forensics tools used in the legal sector. Experience of consumerisation and BYOD related technologies that allow users to access business applications on personal devices. Highly professional individual who can thrive in a challenging and demanding working environment - the role holder will be a critical factor in helping users engage better with existing and new technology in an environment where the users are typically under high pressure. Experience of working in the legal sector or a similar professional services type organisation an advantage Strong relationships skills. Confidence in communicating at all levels in both Practice Areas and Business Services. Experience of managing/interacting with global teams Strong people management and influencing skills Experience in support team management - in particular with rollout of new processes and ways of working Written Communications Highly developed written communication skills and capable of producing global and sensitive communications to a varied audience. Company Summary Clifford Chance is one of the world's leading law firms, helping clients achieve their goals by combining the highest global standards with local expertise. The firm has unrivalled scale and depth of legal resources across the three key markets of the Americas, Asia and Europe and focuses on the core areas of commercial activity: capital markets; corporate and M&A; finance and banking; real estate; tax; pensions and employment; litigation and dispute resolution. Alongside world-class legal careers, Clifford Chance offers excellent opportunities in the support functions that underpin its business operations. By joining us in business services, you will help us to innovate in the way we deliver our services and enable us to run a successful multinational business that never stands still. Business services are integral to the running of the firm and are critical to its success. Information for Recruitment Agencies Clifford Chance endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Clifford Chance operates within a preferred supplier list and will not be accepting unsolicited applications from non-PSL agencies for this role. Equal Opportunities It is the Firm's policy to treat all employees and job applicants fairly and equally regardless of their gender, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. Furthermore, the Firm will ensure that no requirement or condition will be imposed without justification which could disadvantage individuals purely on any of the above grounds. The policy applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment. The Firm will regularly review its procedures and selection criteria to ensure that individuals are selected, promoted and otherwise treated according to their relevant individual abilities and merits. The Firm is committed to the implementation of this policy and to a programme of action to ensure that the policy is, and continues to be, fully effective. All staff are required to comply with the policy and to act in accordance with its objectives so as to remove any barriers to equal opportunity. Any act of discrimination by employees or any failure to comply with the terms of the policy will result in disciplinary action.