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IT Pod Lead

Job Introduction

This is an exciting opportunity for an IT Technical Pod Lead to join TLT, line managing a small portion of the IT Service Desk Team. You will prove 1st and 2nd line support services, maintenance and troubleshooting of all applications, IT services and end-user compute and back end infrastructure to ensure an efficient provision of IT Support to the business.

The IT Service Desk is open between 07:30 and 18:00 and this role will work with the other Pod Leads on a shift pattern to provide support during these times and as part of the out-of-hours rota.

Role Responsibility

  • Provide line management for a small number of Tech Experts, mentor, coach and train to develop skills and knowledge of each team member.
  • Call Handling - take inbound and outbound phone calls from employees, clients and other external parties to support the 1st line team with overflow, meet SLAs and deliver excellent customer service.
  • Incident Management - Manage escalations, log all incidents and service requests in the IT Service Management tool ensuring appropriate detail is captured in line with firm policies and assign to the relevant individual. Investigate technical issues; provide solutions to minimise impact to the business and meet KPIs.
  • Maintenance of IT systems, such as user permissions and account creations; configure and install hardware, including PC’s, Laptops, Thin Clients, Tablets and Mobile Phones
  • Manage communications between 1st and 2nd line teams, 3rd Party suppliers, 3rd Line Service Desk Analysts & Infrastructure & Applications Team; communicate service outages and changes to the business effectively.
  • Contribute to a decline in Incidents through root cause analysis and Problem reviews
  • Educate Tech Experts to improve the ability to achieve first time fixes; deliver internal workshops; upskill IT Support Representatives. Contribute to knowledgebase articles on known errors, workarounds and ongoing issues to ensure excellent, consistent service.
  • Carry out site visits in remote offices; update documentation to support the build and configurations of all hardware, support a diverse infrastructure estate across 7 office locations.

The Ideal Candidate

Our employees are talented people, distinguished by technical excellence, with a willingness to embrace team working and a passion for client service. You will be able to demonstrate a similar supportive, flexible and driven ethos and will have accumulated the following experience and skills:

  • Strong experience working within a professional and busy IT Service desk is essential and proven leadership skills through line management or mentorship experience.
  • Excellent customer service skills, strong communication and negotiation skills;
  • Ability to remain calm under pressure; rigorous attention to detail and problem-solving skills; ability to prioritise and use initiative.
  • Working experience of ITIL and ISO270001 processes and procedures.
  • Exposure to a wide variety of technology, ideally including:
    • Document Management Systems (iManage / Interwoven); Practice Management Systems (SOS Connect / Practice Manager); Case Management Systems (Solcase, Envision, K2 Blackpearl)
    • Digital Dictation Systems (Bighand)
    • Microsoft Windows (7, 10); Microsoft Office (2003, 2010, 2013)
    • Telephony Systems (Mitel, NuPoint, Redbox); Mobile Telephony Systems. (MobilerIron)
    • Comprehensive understanding of Active Directory, Microsoft exchange.


TLT is committed to creating a diverse working environment and encourages applications from all suitably qualified people, regardless of any of the characteristics protected by the laws in the locations in which we operate. We welcome applications from people with disabilities and as a Disability Confident Employer, we are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on HR-Recruitment@TLTsolicitors.com 

Package Description

We value our employees highly and we want you to feel valued. You will receive a competitive basic salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance.

About the Firm

We’re an ambitious UK law firm built around the needs of our high profile clients. With over 1000 employees and 100 partners across our six UK offices, we’ve grown considerably in the last three years – and so have our revenues. Open-minded? Definitively. Forward-focused? Absolutely. An energetic firm with an entrepreneurial, collaborative culture, we’re always looking to recruit highly talented individuals with the drive to succeed. So if you’re dynamic, determined and looking for a firm where you can develop your skills, join us and we’ll give you everything you need to thrive.



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