IT & Legal Applications Support Specialist

We are seeking an IT & Legal Applications Support Specialist (US) with prior law firm or professional services experience to serve as the first point of contact for day-to-day technology & application support for Partners and staff across our US business.

This role has two core parts. First and foremost, it is a first-line support role: this person is the first call for any Partner or staff member with a technology issue, and owns troubleshooting through to resolution or escalation.

Second, it carries a genuine innovation remit - working directly with Partners to understand how they work day-to-day, and proactively helping them adopt tools and workflows that make them more efficient, rather than only reacting to problems as they arise. The successful candidate will work closely with our outsourced IT provider and internal operations team to maintain a consistent and reliable technology environment.

This is a hands-on, first-line support role, requiring strong troubleshooting skills, responsiveness, patience, and the ability to communicate confidently with senior professionals.

You’ll be backed by an experienced outsourced IT provider who has supported the US business to date and will remain available for complex issues, security matters, and coverage during your absence - this role owns day-to-day troubleshooting and onboarding, with the provider as your technical backstop.

This position is New York based and expected to be on site 3+ days a week; you will report into the Chief of Staff at gunnercooke. Occasional availability outside standard hours may be required to resolve business-critical issues.

Given access to firm and client systems, discretion and strict confidentiality are essential.

All strategy matters are ultimately the domain of the majority shareholders., 1. First-Line IT Support & Troubleshooting

• Provide day-to-day IT support to Partners and staff across the US firm
• Troubleshoot issues relating to:
• Microsoft 365 (Outlook, Teams, SharePoint)
• Document management systems
• Laptops, mobile devices, authenticators, and peripherals
• Legal tech software: Clio, NetDocs, 3E, Litera, Legora
• Password reset/Email release/Impossible travel/signature blocks
• Respond to support requests promptly and ensure timely resolution
• Act as the first point of contact for all Partner and staff IT issues within the US business, escalating to the outsourced provider only where needed

1. Onboarding & Offboarding * Set up laptops, user accounts, and system access for new joiners * Ensure all systems, email groups, and tools are fully operational from Day 1 * Coordinate closely with the Operations Manager to ensure a smooth Partner onboarding experience * Manage offboarding processes, including access removal and equipment handling

2. Systems Administration * Manage user accounts, permissions, and access across core systems * Maintain software licenses and user allocations * Assist with system configuration and updates as needed * Maintain website accurately

3. Vendor & IT Provider Coordination * Liaise with outsourced IT providers to escalate and resolve technical issues * Coordinate with software vendors where required * Track and follow up on open issues to ensure timely resolution

4. Equipment & Office Technology * Manage firm laptops, devices, printer, and inventory * Ensure office technology (conference rooms, AV, connectivity) is functioning effectively * Support remote and hybrid working setups for Partners

5. Partner Workflow Innovation & Continuous Improvement * Coordination technology requirements with global IT team, input to global roadmaps and delivery, delivery locally of global initiatives (eg OneGC, DMS, case management etc). * Partner directly with individual Partners to understand their day-to-day workflows and identify opportunities to save them time and effort * Proactively recommend and help implement tools, automations, or process changes that make Partners more efficient, rather than waiting to be asked * Identify recurring issues and suggest practical improvements * Support the rollout of new tools and systems where required * Help ensure a consistent and user-friendly technology environment across the firm * Own defined IT projects (e.g., new tool rollouts, system upgrades) from planning through execution, in coordination with the outsourced IT provider. * You’ll balance local autonomy with maintaining global compliance.

The personal attributes of an ideal candidate are detailed below, split by ‘lagging’ indicators of success (skills & technicals), and ‘leading’ indicators of success (mindset, cognitive ability, and habitual behaviours)., * Skills/ technical competencies

• 7+ years of IT support experience, with prior experience in a law firm or other professional services environment
• Customer service mentality with quality communication skills.
• Experience supporting attorneys and senior professionals in a professional services environment
• Familiarity with legal technology systems (e.g. NetDocuments, iManage, 3E, Clio, or similar) preferred
• Strong working knowledge of Microsoft 365 (Outlook, Teams, SharePoint)
• Experience with onboarding/offboarding processes in a law firm or similar environment
• Comfortable working in a hybrid / multi-location setup

Leading indicators of success:

Attitude/ Mindset

• Strong communication skills
• Patience
• Empathy - they must be a ‘people person’.
• Growth mindset
• A start-up entrepreneur’s “do it today” mentality
• Outlooks of possibility and abundance (not limitation and scarcity)
• Resilience
• Culturally aligned with gunnercooke’s core principles
• Purpose-led - certainly motivated to achieve financial results and rewards, but who sees that as a ‘scorecard’ not as an end in itself … the main motivator is to do good and meaningful work, and to put people and the planet first (profit comes along because of having focused on the right thing)

Cognitive ability

• Mentally agile.
• A ‘thinker’.
• A reader.
• Someone who can understand complex nuanced information rapidly, assimilating it, and communicating it in simplified form so that others can achieve shared understanding.
• Problem solving.
• Innovation.

Habits

• Behaviourally self-disciplined.
• Process orientations (mapping out consistent, clear, concise steps to achieve the desired outcome replicably and predictably).
• Sets personal goals and has well-defined plans to achieve them.

475 Park Avenue South, New York, NY 10016 Hybrid work $100,000 - $120,000 a year - Full-time, Target base pay: $100-120k (dependent on experience and other relevant factors) + bonus + benefits (healthcare & retirement)

Background

At gunnercooke, we don’t believe in law as usual. For us, law is inspiring. Not limited by tradition and the status-quo, but alive with new opportunity and possibility. We believe that the traditional legal industry serves neither clients nor attorneys as well as it should, and we are on a mission to change that, and to make the law work better.

Our model is based upon flexibility, transparency and freedom:

• Freedom for our lawyers, from time sheet and office hours
• Freedom for our clients, from billable hours and the ticking clock
• Freedom for our business, from the constraints of the status-quo.

Established 16 years ago, our ground-breaking revenue-share model has proved to be highly successful and we are one of fastest-growing law firms globally. The business is rapidly expanding its global presence, having established an operation in Germany in 2021, and in 2022 expanding into New York, Chicago & California.