Technical Support Lead

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today's top model creators for each individual legal use case.

About the Role

The Technical Support Lead supervises and manages the activities of Second Line IT Desktop Support staff, overseeing operational effectiveness, identifying and addressing trends and issues, and providing strategic direction. This role involves evaluating and developing support policies and procedures, providing guidance to support staff, and supporting management in decision-making processes.

Responsibilities

• Lead, supervise, and monitor the corporate technical support team, ensuring rapid resolution of operating issues, minimizing downtime, and maintaining service levels.
• Develop and oversee technical documentation and standard operating procedures.
• Regularly assess and update operating procedures based on evolving business needs.
• Conduct detailed analyses of technical support performance, identifying trends, problems, and improvement opportunities, and reporting findings to management.
• Provide advanced troubleshooting and problem resolution for IT infrastructure, hardware, software, telecommunications, and business applications.
• Collaborate with other support teams to escalate and resolve complex issues.
• Address internal and external user inquiries regarding hardware and software problems, providing expert guidance for resolution.
• Participate in resource planning, technology rollouts, and special projects.
• Identify opportunities to develop proactive solutions to improve the End User Experience.
• Provide technical support for events such as trade shows, including equipment setup and configuration.
• Execute management responsibilities, including hiring, training, performance appraisals, and staff development.
• Foster a culture of accountability, continuous improvement, innovation, and proactive communication within the support team.

Requirements

• 7+ years of IT support experience.
• Bachelor's degree in Engineering, Computer Science, or equivalent experience.
• Expertise in configuring and setting up workstations and laptops.
• Advanced technical writing, documentation, and SOP development skills.
• Proven ability to troubleshoot complex hardware, software, and infrastructure issues.
• Proficiency in identifying when operational procedures require updating or revising.
• Strong leadership and people management abilities, including delegation, prioritization, and performance management.
• Excellent organizational, project planning, and change management skills.
• Exceptional problem-solving skills, capable of guiding teams through complex technical diagnostics and issue resolution.
• Superior written and verbal communication, interpersonal, and customer service skills, able to engage effectively with all organizational levels.
• Ability to travel occasionally (less than 25%).

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, Paid Parental leaves, Volunteering leaves, Birthday leave, we will help you meet your immediate responsibilities and your long-term goals.

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Optical Assistance
• Life assurance and income protection
• Option to buy additional Annual Leave days
• Employee Assistance Program
• Referral Bonus
• Flexible working arrangements
• Benefits for you and your family
• Access to learning and development resources

About the Business

LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.

To learn more about opportunities with LexisNexis or RELX Global, join us here:

Apply now with your CV and cover letter outlining how your background aligns with the role.

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