Site Support Team Lead

Position Summary

Our Berlin, Germany office has the opportunity for an experienced Site Support Team Lead to join the Firm’s expanding technology department. Responsible for leading Site Support activities in their work team of Site Support Specialists in each of their identified offices. Manages the day‑to‑day relationship with external technical support contractors in both site support staffed and non‑site support staffed locations. Responsible for providing 1st and 2nd level technology support for attorneys and staff on a variety of hardware and software. Will participate or project‑manage projects/tasks assigned for local, regional, or firm‑wide initiatives.

Essential Functions

• Lead activities of Site Support Staff in the European Offices Berlin, Munich, Belfast, London, Paris;
  • Coordinate site support activities within the assigned region, including managing time, ensuring adequate coverage, and tracking project status.
  • Meet regularly one‑on‑one and with the team to review progress.
  • First point of escalation for site related issues
  • Provide annual evaluation input using evaluation forms submitted to manager for inclusion in individual annual evaluations.
  • Responsible for managing the day‑to‑day relationship with external technical support contractors in both site support staffed and non‑site support staffed locations.
• Continuous Improvement and Project Management
  • Participate in or project manage projects/tasks assigned for local, regional or firm‑wide initiatives
  • Work with other technology department teams including Service Desk, Applications team and Infrastructure team.
  • Ensures accurate inventory of supported offices’ equipment.
  • Coordinate regularly scheduled meetings with the Office Administrators in the assigned region.
  • Meet regularly with other Site Support Team Leads and Site Support Manager and participate in process and procedure improvement discussions.
  • Keep current on the firm’s needs with regular communication with Office Administrators; be proactive in identifying technology solutions and preventing potential problems; act as the local office liaison and end‑user advocate as it relates to technology.
• Provide 1st and 2nd level technology support
  • Windows OS and application software installation, repair and support.
  • Imaging, deployment and support of desktops, laptops and peripherals including user profile provisioning.
  • Hardware installation, repair and support including printers, conference room A/V equipment, wireless access points and server room equipment.
  • Troubleshooting network connectivity from desktop and laptop computers.
  • Mobile device setup and support.
  • Telephone administration, setup and support. Including moves/adds/changes.
  • Provide excellent customer service and practice total contact ownership from acknowledgement to closure. Document problem description and resolution using ITSM system. Participate in ticket creation, escalation and follow‑up.
• Consistently act in support of overall firm and department initiatives, goals and objectives.

Requirements

• Four-year degree from an accredited college or university or equivalent work experience.
• Minimum of four years’ experience in a technical support position in a law firm or similar office.
• Project management experience
• Very strong organizational and prioritizing skills
• Working knowledge of Dell and Lenovo laptops and desktops, Microsoft Windows OS, Microsoft Office Suite, Document Management System, Mobile devices.
• Independent analysis and strong problem solving skills.
• Strong customer service and communication skills (in person, oral and written)
• Willingness to travel between European locations is essential.
• The position is part of the Technology Operations Support Group, providing onsite, first‑responder assistance to end‑users, escalated incidents from the Service Desk, and may require after‑hours, weekends, and holidays for emergencies and scheduled projects/tasks. On‑call duty and responding during disasters or emergencies is expected.

Contact Information

If you have questions, please e‑mail Megan Becker at with "Site Support Team Lead - Berlin" in the subject line. Please note, applications submitted via e‑mail will not be considered.

Equal Opportunity Employer.