Senior IT Support Technician

We're looking for an experienced IT Support professional to join our legal practice in Preston in a senior technical role with a clear pathway to team leadership. You'll provide expert second and third-line support, mentor junior team members, and play a key role in shaping our IT support operations. This position is ideal for someone who combines strong technical skills with the ability and desire to develop into a leadership position. Please note that the successful candidate will need a full, clean UK driving licence and ideally access to their own vehicle. We do have a company van, but there will be occasions when travel to other offices is required to provide wider IT business support., Technical Leadership

• Provide advanced second and third-line technical support for complex hardware, software, and infrastructure issues
• Act as technical escalation point for junior support staff, providing guidance and knowledge transfer
• Take ownership of critical incidents and major technical problems, coordinating resolution efforts
• Support and maintain firm wide applications including case management platforms, Microsoft 365 including Intune, transcription, AI solution, and practice management software
• Perform root cause analysis on recurring issues and implement preventative solutions
• Liaise with key software vendors and third-party support providers

Operational Excellence

• Monitor and improve support ticket metrics including resolution times, first-call fix rates, and user satisfaction
• Contribute to IT documentation, knowledge base articles, and standard operating procedures
• Identify opportunities to improve support processes and service delivery
• Participate in IT projects including system implementations, upgrades, and infrastructure improvements
• Assist with capacity planning and technology refresh cycles
• Support out-of-hours work for critical updates and maintenance windows when required

Emerging Leadership Responsibilities

• Mentor and coach junior IT support staff, helping them develop technical and professional skills
• Support the Head of IT with workload allocation and prioritization across the support team
• Lead by example in customer service excellence and professional conduct
• Contribute to team meetings with insights on service improvements and technical trends
• Assist with recruitment, onboarding, and training of new IT support staff
• Grow the emerging IT Support function to become your team, We're committed to developing this role into a Team Leader position for the right candidate. Over the first 12-18 months, you'll:
• Receive formal leadership and management training
• Gradually take on people management responsibilities
• Work closely with the Head of IT on strategic initiatives
• Develop skills in budget management, vendor negotiation, and service planning
• Build the competencies needed to lead and grow our support team

Do you have a valid Driving Licence license?, Do you have experience in VPN?, * Minimum 3-5 years' experience in IT support roles with progressive responsibility

• Proven experience supporting Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive)
• Strong knowledge of Microsoft Intune including MDM, conditional access and policies
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPN)
• Familiarity with endpoint security solutions such as Huntress EDR/ITDR/SIEM
• Competent with PowerShell or other scripting for automation and efficiency

Professional Competencies

• Leadership potential - You've informally mentored colleagues before and are ready to take on more formal leadership responsibilities. You lead through influence even without direct authority.
• Communication excellence - You can translate technical issues for executive-level stakeholders, write clear documentation, and facilitate productive conversations between technical and non-technical teams.
• Strategic thinking - You don't just fix problems; you identify patterns, suggest improvements, and think about how technology decisions impact the business.
• Emotional intelligence - You read situations well, adapt your approach to different personalities, remain composed under pressure, and build positive relationships across the organization.
• Accountability and ownership - You take responsibility for outcomes, follow through on commitments, and don't pass problems along without ensuring proper resolution.
• Continuous improvement mindset - You actively seek ways to enhance service delivery, streamline processes, and stay current with emerging technologies.
• Discretion and judgment - You understand client confidentiality requirements in legal environments and exercise sound judgment in sensitive situations.

Highly Desirable

• Previous experience in professional services (legal, accounting, consulting) or similarly regulated industries
• Experience with legal practice management software or document management systems
• Exposure to cybersecurity practices and compliance requirements (Cyber Essentials, ISO 27001, SRA requirements)
• Understanding of GDPR and data protection principles
• Previous experience coordinating or leading small teams or projects
• Familiarity with remote support tools and managing hybrid working environments

• Competitive salary reflective of experience
• Clear progression pathway to IT Support Team Leader with structured development plan
• Professional development budget for certifications and training
• Opportunity to shape the future direction of IT support in a growing practice
• Collaborative environment with exposure to senior management
• Hybrid working policy
• Employee bonus scheme and annual pay review
• Medicash health benefits cash plan and Employee Assistance Programme (EAP)
• Holiday entitlement increases with length of service
• Paid time off for voluntary work (2 days per year)
• Free conveyancing for the purchase/sale of your primary residence
• Free individual or mirror Wills
• Employee referral scheme
• Biannual promotion and salary uplift application process
• Regular social events, including our annual Christmas party and staff recognition awards
• Be part of an award-winning, people-focused firm.

Harrison-Drury is a market leading Firm of solicitors with offices in Lancashire, Cumbria, and Staffordshire. We're delighted to be named one of the UK's Best Companies to work for, for the third-year running, placing at number 40 in the Top 100 Best Mid-Sized Companies to work for list. We also ranked 10th in the Best Companies to work for in the Law sector - achievements that reflect our commitment to creating a supportive, people-focused workplace.