IT Training Manager - Manage Training Function

Recruiter
Precise Placements Ltd
Location
London (Greater)
Posted
14 Apr 2018
Closes
16 May 2018
Contract Type
Permanent
Hours
Full Time

IT Training Manager - Manage Training Function, Manage & Supervise team of IT Trainers

International Law firm client are seeking an IT Training Manager to lead their team, to push the new Training programme forward, to design/implement Training to internal clients and to assist with major projects/programmes.

Managing the IT training function in the firm (including managing the IT Training Team) and supervision of additional training resources.

Key Responsibilities:

  • Management of a team of 4 staff in London covering a 08:00 to 18:00 rota
  • Ensure that Service Now (SNOW) is regularly monitored and calls are resolved in a timely manner and to OLA
  • Ensure that the Technology Training Analysts and Technical Analysts work together seamlessly to ensure a quality user experience
    Ensure that any remote work is performed from our lower cost locations
  • London resources need to be focused on high value, location critical activities
  • Increase the functional knowledge of our users through a mix of online videos, eLearning and written material, Tech bar, floorwalking and 1-2-1 desk-side visits (either booked by the user or escalated on Service Now (SNOW) through 1st Line)
  • Conduct service reviews with key stakeholders to ensure that the team's approach remains relevant and up to date
  • Work with the HR and Academy teams to ensure that our approach dovetails with their processes and common professional development targets
  • Ensure that the team continues to adapt to the ever-changing face of technology, with users having services on many different hardware and software platforms

Training

  • Provide professional training services to our London users (for induction and refresher courses), operating an efficient booking system and delivering high quality training material which optimises the use of training team time and resources
  • Develop eLearning courses and other online tools to provide short, self-help methods of supporting our users globally
  • Take the trends and best practice from the consumer market (YouTube videos etc) and bring them in to the corporate environment

Client Focus

  • Deal with London user escalations and ensure that any issues are dealt with promptly and remediated appropriately
  • Ensure that the team continues to work exceptionally closely with the Client Services function to understand and fulfil business requirements
  • Review global ITSC metrics to tackle any trends in functional support requirements – either at a Firm or individual level.

Knowledge Management

  • Ensure that the team maintains its expert knowledge of our core applications and their business use
  • Ensure that all knowledge is documented within the Knowledge Base and disseminated to IT teams across the globe
  • Ensure that knowledge within the Knowledge Base is routinely reviewed and maintained

Global Support

  • Define and agree global principles and standards and aid international offices with their implementation of these principles and standards
  • Where required and without affecting BAU in London, provide on-site support to international offices

Qualifications

  • Educated to degree level or equivalent
  • Ideally applicants will have a training certification such as IITT
  • ITIL Foundation or above preferable

Experience and skills

  • Extensive experience of performing an IT functional support/training role in a professional environment
  • Proven ability to analyse functional support needs to define and adapt an appropriate approach to meet those needs
  • Extensive experience of devising and delivering a programme of functional support activities that utilise a range of different channels, including classrooms, eLearning, written material, floorwalking and 1-2-1s
  • Extensive experience of delivering Microsoft Office and SharePoint related support/training
  • Strong working knowledge of the range of document production, management and forensics tools used in the legal sector
  • Experience of consumerisation and BYOD related technologies that allow users to access business applications on personal devices
  • Highly professional individual who can thrive in a challenging and demanding working environment - the role holder will be a critical factor in helping users engage better with existing and new technology in an environment where the users are typically under high pressure
  • Experience of working in the legal sector or a similar professional services type organisation an advantage
  • Strong relationships skills. Confidence in communicating at all levels in both Practice Areas and Business Services
  • Experience of managing/interacting with global teams
  • Strong people management and influencing skills
  • Experience in support team management – with rollout of new processes and ways of working

This job was originally posted as www.jobsite.co.uk/job/960529261

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