IT Support Team Leader: Bury

Butcher & Barlow LLP is seeking a proactive, hands-on IT Support Team Leader to lead our front-line technical support team. Reporting directly to the IT Manager, you will oversee day-to-day helpdesk operations, mentor direct reports and ensure the smooth delivery of technology services across our multi-office practice.

This is an operational leadership role where you will balance hands-on, 2nd-line technical troubleshooting with team coordination, incident triage, and service delivery. You will work closely with our external managed cloud and connectivity partner, taking shared ownership of system stability, user satisfaction and technical support across the firm., Team Leadership & Service Delivery

• Lead, mentor, and support two IT Support Technicians, fostering a collaborative, service-driven team culture.
• Oversee ticket queues, ensuring incidents and service requests are triaged, prioritized, and resolved in line with firm SLAs.
• Act as the escalation point for complex 1st and 2nd-line technical issues.
• Monitor support metrics to identify recurring pain points, delivering targeted training, process adjustments, or documentation.
• Conduct regular 1-to-1s, technical coaching, and operational reviews with direct reports.

Technical & Application Support

• Provide administration and operational support for our core legal systems, including:
• Practice & Case Management
• Digital Dictation & Transcription workflows
• Compliance & Legal Tooling
• Manage user accounts, role-based access, and lifecycle onboarding/offboarding within Microsoft 365 and hybrid environments.
• Support hardware setup, endpoint security, laptop provisioning, and meeting room AV facilities across branch offices.

Vendor & Partner Collaboration

• Collaborate closely with our hosted cloud infrastructure and connectivity partner, sharing support responsibilities, escalating infrastructure/network faults, and tracking open provider tickets through to resolution.
• Liaise with third-party software vendors regarding bug fixes, updates, and service disruptions.

Continuous Improvement & Governance

• Maintain internal IT knowledge bases, standard operating procedures (SOPs), and user-facing cheat sheets.
• Assist the IT Manager with IT asset management, hardware lifecycle audits, and software license compliance.
• Uphold information security standards, data protection protocols, and SRA compliance requirements across all user interactions and setups.
• Assist the IT Manager on rollouts, infrastructure improvements, and firm-wide digital efficiency projects.

Essential Experience & Skills

• Proven Support Experience: Substantial background in a 1st/2nd-line IT support role, ideally within professional services (legal or financial sectors strongly preferred).
• Team Leadership / Coordination: Previous experience as a team leader, senior support engineer, or senior helpdesk technician ready to step into formal management.
• Core Technical Knowledge:
• Strong proficiency with Microsoft 365 administration (Exchange, Teams, SharePoint, OneDrive, Entra ID).
• Windows 11 operating systems, Active Directory/group policies, and endpoint security.
• Experience supporting hosted desktop environments, remote connectivity, and hybrid cloud infrastructures.
• Legal Tech Familiarity: Exposure to legal case/practice management systems, digital dictation workflows, e-signature tools, and AML verification platforms. - Advantageous
• Partner Collaboration: Practical experience working alongside managed service providers (MSPs) and external infrastructure hosts.
• Communication & Composure: Outstanding interpersonal skills with the ability to communicate technical concepts clearly to legal professionals, fee earners, and support staff under pressure.

Desirable Attributes

• Experience working within a multi-branch firm.
• Full UK driving licence and access to own vehicle for occasional branch office visits.