IT Support Manager

factoriel, cabinet de recrutement informatique Paris, recherche pour son client, groupe de conseil juridique pour entreprises, un(e) IT Support Manager (H/F)

**Purpose of Job**

To manage the resolution of computer software and hardware issues and
assist in the maintenance of systems and processes by providing
telephone, desk-side and remote support to users of all IT systems and
services at Our law firm s Paris.

**Common Business Services responsibilities**

Provide professional support to OC and Business Services so that our
clients receive consistently excellent services.
Understand and adopt the principles of acting as a professional service
provider.
Contribute to the continuous review and improvement of processes.
Promote a culture of mutual understanding through effective
communication both within Business Services and with OC.
As a member of the IT Department, you will have a heightened
awareness of the risks associated with elevated access permissions and
Information Security and ensure that your actions are undertaken in line
with the Information Security Policy and current best practice.

**Key role responsibilities**

The person in this role won’t initially manage other people, but will
eventually as the office grows. They have to be both very hands-on
and pro-active in regard to improving the IT delivery and the adoption
of « best practise » type working. This person needs to help lead the
office into better IT working.

They must:
of IT systems within SLAs

Be involved in the building, installation, delivery and maintenance of all
client facing IT equipment including but not limited to PCs, laptops,
smartphones and tablets as required by the business
Ensure that IT solutions are relevant to the business need and developed
to meet end user requirements
Help with the dissemination of skills and knowledge throughout the IT
Department and actively collaborate with other members of the IT team,
including the Service Desk, to distribute workload effectively
Create and maintain documentation for implemented resolutions
Identify where systems can be better used to help maximise the return on
investment made in technology
Keep up with advances in technology, new software and hardware in
order to serve as an advisor to our users
Monitor equipment stock levels, alerting management when stock levels
are low
Ensure all asset details are maintained in the asset database
Monitor Incidents to identify frequently arising issues and assist in the
delivery of user coaching to resolve these
Have a strong customer service ethic and demonstrable customer service
skills, committed to delivering an exceptional standard of service
Be a strong team player committed to assisting colleagues wherever
necessary to maximise the effectiveness of the entire IT department
Be able to work autonomously and to schedule own resource
appropriately
Be able to demonstrate good problem solving technique using a sound
logical approach, and ability to research using all means available
Be focussed on and able to work to or exceed agreed Service Levels
Be willing and able to be flexible in working practices
Be a creative thinker skilled at solving problems for users
Show a willingness to improve experience through both self-study and to
potentially gain relevant qualifications

**Person Specification**

A technically proactive individual; someone who can manage
themselves, third party suppliers as backfill and eventually manage
other IT support individuals as the office grows. This individual needs
to be very comfortable working directly with partners, associates and
support staff alike. Ultimately, they need to be flexible, adaptable,
technical and also be excellent communicators with a very strong
service ethic.

**Core skills**
This person, although answering locally to the Paris office, will need to
be extremely technically aligned with the Global IT teams as well as
global systems and processes in order to minimise technical conflicts
and maximise collaborative working. This includes the proactive
management of the use of Microsoft Teams in the meeting rooms and
making technology more user friendly within the office. They need to
work closely with the Paris office to understand the training needs and
any gaps in our delivery of service and to work with trainers in Bristol to
identify course needs.
Ideally they will have excellent bilingual skills, be a native French
speaker and have experience in a local law firm where they are part of
a larger enterprise, so that they understand the issues of global
standards and local delivery. They will need to travel to Bristol from
time to time for training and updates.
Essential to have experience using workflows and helpdesk business
service tools focussed on Incident, Problem, Change and Knowledge
Management
Technical support experience gained in a Microsoft environment with a
high level of problem solving, including, Windows 10, Active Directory,
Office 365 suite of products, includin