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Technical Escalations Manager - Permanent - Up to £65k

Southampton, Hampshire
Remote Working
Remote Working
£50,000 to £65,000
Job Type
6 Sep 2022

Our client is an offshore Law Firm that is growing and looking to expand its Technology Teams via a new office in the UK. It is an exciting time to join, as they are at the beginning of a significant Programme of work which involves a technology refresh right across the business. This includes core technology such as their Practice Management System but also new and upgraded systems across the Microsoft Stack. This person will be responsible for the management and support of customer escalations and service incidents, through to successful completion and customer satisfaction. The Escalations Manager owns the resolution responsibility, coordinating escalation analysts who resolve issues or incidents. To ensure members of the escalations team are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

We are looking for someone with experience:

  • Working in a technology operations team, and people management is required (the team are based in other, offshore office locations)
  • Be able to demonstrate a working knowledge of the ITIL framework
  • Be able to demonstrate evidence of successful process improvements
  • Advanced systems analysis methods, practices, and principles
  • System and application troubleshooting methods
  • Ability to communicating technical information to both technical and non-technical audiences
  • Experience managing Microsoft Windows, Microsoft Teams would be advantageous.
  • Some knowledge of the following systems would be beneficial: Microsoft Windows 10/11, Microsoft Office 365 & Teams, Active Directory, Microsoft Exchange Online, iManage Work DMS, Mimecast, Cisco Meraki
  • Legal industry experience would be advantageous

The role is 3 Days per week in their new central Southampton Offices close to restaurants, bar and leisure facilities, trains, car parking and airport and two days remote working.

It is a 35hr week with flexible working and a great opportunity to be one of the first professionals in their new UK Office. There will also be an opportunity to visit their other offshore offices around the world.

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  • Job Reference: 705430779-2
  • Date Posted: 6 September 2022
  • Recruiter: Zenzo Digital
    Zenzo Digital
  • Location: Southampton, Hampshire
  • Remote Working: Some remote working possible
  • Salary: £50,000 to £65,000
  • Sector: Executive Positions
  • Job Type: Permanent