We are seeking a hands-on IT Support Manager with experience in law firm IT environments to manage daily IT operations, provide support, and ensure systems are optimised for the firm’s needs. This role also requires collaboration with the Managed Service Provider (MSP), the Compliance Officer for Legal Practice (COLP), and the Fractional IT Director to maintain compliance and security standards, including assisting with accreditation renewals such as Cyber Essentials Plus and ISO 27001.
The role involves training new starters, maintaining IT equipment, and troubleshooting onsite and remote IT issues. The Firm has a hybrid working policy, this role will initially be onsite 4 days a week, the role may transition to 3 days after six months, subject to performance and business requirements. Working from the office is subject to business and client need. This means that you may be required to come into the office at any time during the working week.
You will have the opportunity to join a thriving, growing firm with a friendly, supportive and collegiate team atmosphere where work life balance is respected and encouraged.
Our office is within easy access of Kings Cross and Farringdon mainline stations and Chancery Lane tube.
Your responsibilities will include:
IT Support & Maintenance
- Provide hands-on IT support for hardware, software, and network-related issues onsite to ensure minimal disruption to daily operations
- Act as the primary onsite resource for resolving IT issues, liaising with the MSP as necessary for escalations
- Work with the MSP to troubleshoot and resolve technical issues for both onsite and remote users, ensuring quick and efficient resolutions
- Maintain and monitor IT equipment, including desktops, laptops, phones, and printers, ensuring systems are fully functional and up-to-date
Compliance & Security
- Assist the COLP, MSP, and Fractional IT Director in maintaining and renewing compliance and security accreditations, such as Cyber Essentials Plus and ISO 27001
- Support audits and ensure all IT policies and procedures align with accreditation standards
- Collaborate with internal teams and the external SoC to address security vulnerabilities and implement necessary improvements
- Together with the MSP, monitor and manage user access, permissions, and security settings to safeguard sensitive information
Collaboration with MSP
- Manage the relationship with the MSP to ensure efficient resolution of escalations and service requests
- Coordinate with the MSP for software updates, rollouts, and system upgrades
- Monitor MSP performance and ensure service levels meet the firm’s expectations
Training & Onboarding
- Conduct IT inductions for new starters, providing training on practice management systems, document management systems, and IT tools
- Create and maintain clear and user-friendly IT guides and documentation
- Deliver ongoing training sessions for staff to improve IT literacy and reduce recurring issues
Support Management
- Ensure the firm receives appropriate IT support levels and processes are efficient and effective
- Assist in the implementation of IT rollouts, upgrades, and hardware replacements in collaboration with the MSP and Fractional IT Director
- With guidance from the Fractional IT Director, communicate IT updates and service information to staff, managing expectations and fostering a positive IT culture
Essential Requirements:
Technical Skills
- Law Firm Experience: Previous experience in IT support within a law firm environment is mandatory
- Compliance and Security Knowledge: Familiarity with Cyber Essentials Plus, ISO 27001, or similar compliance standards
- Practice Management and Time Recording Systems: Proficiency with systems such as Linetime, SOS, Intapp, or similar
- Document Management Systems: Experience with platforms like iManage or other leading systems
- Reporting Tools: Familiarity with analytics tools such as Katchr is advantageous
- Windows 11 Expertise: Proficient in supporting Windows 11 environments
- Virtual Environments: Hands-on troubleshooting experience with virtual environments
- MSP Management: Proven ability to work effectively with Managed Service Providers
Soft Skills
- Strong communication and interpersonal skills, with the ability to collaborate with technical and non-technical stakeholders
- Excellent organisational skills and attention to detail
- Proactive problem-solver with the ability to work independently and manage competing priorities
Other Requirements
- Willingness to work onsite 4 days a week (potentially transitioning to 3 days after six months)
- Commitment to maintaining confidentiality and ensuring high standards of data security
Why join us?
We have been recognised as an outstanding place to work by Best Companies in 2024, 2023 and 2022, increasing our rankings each year. We are a purpose driven organisation with an active social committee, Corporate Social responsibility committee, Equity and Diversity forum and Wellbeing Leadership Group. We are a signatory to the Mindful Business Charter.
It is central to our values that our teams reflect the diverse community around us and that everyone at Sharpe Pritchard can be themselves and bring their authentic selves to work. Achieving true equality, diversity and inclusion is a core aim and we very much welcome applications from all sections of our diverse community, irrespective of race or racial group, sex, sexual orientation, sexual identity, religion or belief, age or disability. We make reasonable adjustments within the recruitment process and upon joining the firm to support applicants of all abilities.
What you will be getting in return
Our HQ is based in London.
A generous bonus scheme is on offer alongside a competitive salary. You will gain professional development with a structured path to advancing your career. We provide a generous benefits package that includes but is not limited to;
- Generous annual leave, starting at 28 days leave per annum (two days of which must be taken at Christmas on dates decided by the firm)
- Private Pension
- Private Medical Insurance
- Life assurance
- Income protection
- Smart health (including virtual GP service)
- Individual learning and development
- Flexible working (for example, part time and home working)
Regular team events including:
- Social committee events throughout the year
- Monthly all staff lunches
We are committed to diversity and inclusion and welcome applications from all sections of the community irrespective of race or racial group, sex, sexual orientation, religion or belief, age or disability.
We make reasonable adjustments within the recruitment process and upon joining the firm to support applicants of all abilities.
