Kennedys are seeking a Lead IT Applications Specialist within our IT Applications team. The team lead should be proactive, adaptable, client-focused, and foster an inclusive, collaborative environment.
They will need to drive continuous improvement, embrace feedback, and work to enhance business processes. They will manage the Applications call queue and change process, monitor performance and SLA adherence, and seek to improve customer satisfaction.
The team Lead is responsible for performance monitoring, application stability, and overseeing and managing escalated incidents and service requests.

REQUIRED EXPERIENCE

• 5+ years proven experience in a 3rd line support role within a legal or regulated industry
• Experience managing and prioritising tickets through a busy call queue / ticketing system
• Knowledge of Windows server, task scheduler, services management, IIS, etc
• Demonstratable knowledge of application management and software release processes
• Working knowledge of active directory users and group management
• Strong troubleshooting skills with the ability to resolve issues independently or escalate as required
• Good understanding of user access management, application provisioning, and license tracking
• Deep understanding of iManage 10 and/or iManage Cloud
• Deep understanding of MS365 apps including SharePoint Online and Power BI
• Experience supporting case/matter management systems
• Experience planning, documenting and managing the deployment of enterprise applications
• Working knowledge of Sharedo CMS desirable
• Experience supporting LexisNexis InterAction and integrations including Vuture, Fellsoft, and InterAction IQ desirable
• Experience supporting productivity applications including Power PDF, DocuSign, PDF Docs, Smartforms desirable
• 2+ years’ experience managing a 3rd line technical support team desirable
• Experience using Freshdesk service management platform desirable
• Document-template production, management and release processes desirable
• Working knowledge of Microsoft SQL basic scripting (select, insert) and MS PowerShell desirable
• Knowledge of ITIL, GDPR and ISO 27001 best practices and frameworks.

Please let us know if you require any additional support or adjustments to be made in order to submit your application to Kennedys.

• where a level of experience is indicated, this is a guideline only and represents the amount of time we would usually expect a candidate to accumulate the requisite level of experience. This does not preclude applications from candidates with more or less experience.

• Manage and support business operations within the Applications team and support the department through mindful management of incidents and service requests
• Oversee business operations within the Applications team, ensure the smooth handling of tickets, change requests, and lead investigations during major incidents
• Assist and advise team members, help to prioritise and manage workload, monitor, coach and lead to ensure operational targets are achieved
• Coordinating with senior leadership regarding any major incidents, delivering timely resolutions and assessments
• Serve as a leading expert in the support and functionality of Kennedys’ applications and integrations, providing advanced troubleshooting and technical assistance.