EUC Team Leader (Applications Team)

About Withersworldwide

A law firm focused on people and collaboration. For the past 125 years, Withers has supported some of the world's most remarkable people and organisations at defining moments in their lives. We are the only international law firm focused on successful individuals and private capital, working closely with founders, investors and family offices. We also advise governments, charities, global brands and start-ups of all shapes and sizes. Many of our clients are shaping the future and creating solutions to tackle many of the world's problems.  It makes for a fascinating and challenging practice. Our role is to get to know each individual client, find out where they want to be, and help them to get there – whether they are building a business, looking after their family, involved in a complex dispute or protecting their finances for the future. To meet their unique needs we are exceptionally collaborative, working together across teams and time zones. We are agile, focusing on strategy rather than rigid ideas and traditional hierarchy. It is a truly flexible working culture that puts people first. Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself.

What are we looking for?

We are seeking a highly skilled and experienced individual to lead our end user compute team and drive the technology in end user compute. The successful candidate will have a strong attention to detail and a strong technical background in end user computing technologies, including virtual desktops, application delivery, and device management.

The role requires a strategic thinker who can develop and implement a vision for end user computing within the firm, supported by robust quality control processes, while also being hands-on in the day-to-day management of the team and technology. The individual must have excellent leadership and communication skills, with the ability to collaborate effectively with other IT teams, PMO, business stakeholders, and external vendors.

The successful candidate will have a proven track record of delivering end user computing solutions in a medium to large multi-site professional services organization, with a strong focus on customer service, security, and compliance. Broad experience of legal industry applications is an advantage.

An extremely high-level of personal organisation and professionalism is required, together with a 'can-do' attitude and an ability to work to tight deadlines and under pressure.  This person must inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.

The individual will work in our London office as part of the Global Systems Team. The Global Systems Team is located in London and is responsible for supporting and maintaining the firm's technology across geographical regions. The Global Systems Team is split into six functional but collaborative groups – Infrastructure, Applications, Development, Solution Architecture, Testing and Change and Release.

The Applications group are responsible for the firms' line of business applications suite including document management, HR, finance, marketing and know-how systems and end user compute technologies. The team undertake the day-to-day administration, support, implementation and development of all the Firm’s applications and systems. In addition, this role will require the individual to work with project, security and development teams to ensure the effective delivery of business-led initiatives. 

The priority for all IT activity is to maintain the highest levels of stability and reliability in the services delivered.

Technical experience required

• In-depth knowledge of SCCM, InTune, Autopilot, MSI Packaging, PowerShell App Deployment Toolkit, Citrix XenApp, standard desktop applications such as Office, Adobe, AV products, Group-Policy, Install Shield
• Strong knowledge for M365 services specifically around device management and identity (Endpoint Manager, Autopilot, SCCM coexistence) 
• A strong practical understanding of IT security and compliance best practices
• A strong working knowledge of desktop deployment and maintenance specifically around Windows 10/11
• Strong understanding of laptop hardware, desktop hardware and virtual desktops
• Strong PowerShell and scripting abilities
• Experience in creating, maintaining and deploying customised operating system build on a global scale.
• Working knowledge of legal-industry applications such as Worksite (iManage), BigHand, Interaction.
• Experience of SharePoint, SQL, Exchange, Template Management and Mimecast
• Good knowledge of Windows-based Servers, PCs, laptops, and IOS devices
• Knowledge of virtual technologies such as VMware, Citrix VDI and Azure Virtual Desktop
• Experience of working in an ITIL-based support environment and with Help Desk systems such as Top Desk
• Excellent customer service

Areas of focus and responsibilities

• Assist the Global IT Application Manager in implementing, supporting and maintaining the portfolio of end user compute enterprise applications
• Coordinate and supervise the day-to-day activities of the EUC group
• Provide technical leadership to the EUC group ensuring that responsibilities for key technologies are appropriately allocated and understood by colleagues
• Allocate resources and personnel to projects based on priorities, skill sets, and workload
• Manage and monitor the team's queue in the service desk call-logging system to ensure incidents are managed in a timely manner and escalated according to the service management processes 
• Provide regular updates to the Global IT Application Manager on the status of initiatives, projects and problems or support incidents assigned to the group
• Identify, document, and undertake maintenance and administration processes on assigned systems
• Support EUC systems, ensuring that the highest levels of stability and reliability are maintained
• Develop, present and implement proposals to the Global IT Application Manager to improve systems 
• Identify the training and development needs of the group and work with Global IT Application Manager on overall development plans and reviews
• Produce and maintain technical documentation and articles for the knowledge base
• Be a technical resource for projects run by the PMO.
• Ensure security is maintained in line with the Firm’s security standards
• Contribute to the IT Risk register to identify and manage operational risks and work to eliminate areas of vulnerability
• Act as an escalation point for out of hours major incidents
• Contribute to the maintenance and development of the technical service catalogue. 
• Ensure all applications are monitored and a full understanding of the support life cycle is maintained
• The packaging of applications using MSI (Install Shield)
• OS builds, application deployment and troubleshooting via SCCM and Intune. 
• Automated OS patching, compliance, and troubleshooting
• Ensuring managed endpoints are contactable and UpToDate. 
• 3rd line support of the desktop infrastructure in particular SCCM, InTune and Autopilot.  
• Creating scripts / applets to improve desktop support processes
• Provide technical assistance and know-how to the test and release process. Working closely with application testers and 3rd party vendors
• Ensure that systems are remediated with latest patches and meet baseline policies. 
• Ensure software deployments are successful and remediate where necessary 
• Support systems, ensuring that the highest levels of stability and reliability are maintained. 
• Produce and maintain technical documentation and articles for the knowledge base.
• Assist with occasional infrastructure / server support and patching out of other office core hours
• Identify major support incidents and liaise with support teams follow the Major Incident process by informing IT Management of any escalating support issues in order that they may be resolved within reasonable time scales
• Continually maintain and expand strong working knowledge of current Firm-supported and future technologies to provide technically accurate solutions to end-users
• Adhere fully to the Change and Release management processes
• Adhere fully to the Problem management process and to the investigation of the root cause of outages
• Ensure that the housekeeping and administration of systems are carried out in accordance with the firm's policies and procedures
• Occasional assistance with cover for the global service desk phones and email

The Essentials 

• 9.30am to 5.30pm but out-of-hours flexibility is a must.
• 12 week probation period
• 12 week notice period
• Flexible benefits package including pension, private medical, season ticket loan, subsidised gym memberships, lifestyle discount scheme, on site café and more

Information for Recruitment Agencies

Withersworldwide endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Withersworldwide operates a preferred supplier list and will not be accepting unsolicited applications from non-PSL agencies for this role.

Equal Opportunities Employment Statement 

It is the policy of Withersworldwide to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality and ethnic and national origin), religion or belief, sex or sexual orientation.