Technical Support Lead

The Role

The operational scope of this position makes the Technical Support Lead pivotal in delivering the highest quality IT services to our colleagues.

The ideal candidate will be proactive with a strong background in IT client-facing support and a clear understanding of the legal sector enabling effective analysis and resolution of technical needs specific to lawyers.

As a senior member of the IT team the Technical Support Lead will provide advanced technical support and expert guidance within our user community.

Serving as a bridge between 2nd and 3rd-line support teams this role will coordinate and drive service improvement initiatives by proactively identifying and addressing gaps.

A solid operational background and a keen eye for recognizing and implementing improvements are essential. Above all a passion for outstanding customer service is required setting a benchmark for others.

Based in the Luxembourg office this role will represent IT in day-to-day activities locally and collaborate with other functional leads. Occasional travel within the Benelux region may be required.

Participation in a shift rotation and on-call support outside business hours is also expected.

Who you will work with

Reporting to the IT Manager as a standard this role will currently report directly to the Regional Technical Manager. This position is an integral part of the broader Technology Services team in Luxembourg. The role works closely with 2nd Line Support Virtual Teams and the Learning and Development team delivering deskside and concierge-style support to colleagues in the Luxembourg office.

Additionally the Technical Support Lead collaborates with support teams across the OneEurope region and beyond fostering strong relationships with End User Services including End User Solutions Unified Communications and Collaboration teams.

The primary focus will be to support partners and senior business professionals within the Luxembourg office ensuring end-user needs are met and that local technology initiatives are fully aligned with the firms global and regional strategy.

What you will be responsible for

Central Service requests
Your day-to-day role will primarily be supporting our partners and senior business professional stakeholders in a proactive way and in alignment with Global Operational Service Model.

This role is responsible for being our technical lead and will provide feedback on potential risks as an early adopter for but not limited to:

• Early preview group (Ring2) for desktop updates and changes
• Global Projects engagement and coordination via our Implementation managers and lead local / Benelux projects
• Workspace of the Future WSOF test and feedback on future technology

Technical Lead responsibilities
This role will represent IT Leadership locally in Luxembourg and work closely with the Regional Technology Manager to advise on technical gaps within the 2nd Line and other teams as the subject matter expert will assist in upskilling the team and raise confidence for the team to be able to advise our end-users on existing and future technology.

You will be responsible for reporting to the Regional Technology Manager on KPIs incidents and any local or regional improvement initiatives. Also providing regular updates during team meetings to advise the broader team on the progress of your findings as part of testing new technology or software via Rings/GPG/WsoF/Service Enhancements.

You will be the first point of contact for the team to advise on and manage technical escalations received from the business in the absence of the Regional Technology Manager.

To manage and guide local IT team members to adopt our standards develop their skills and support capabilities and deliver high-quality services to our end users.

What you will do

• Possess strong expertise in advising the team on OS builds and SCCM/Intune packaging tailored to our desktop system configurations.
• Coordinate and manage task assignments with a focus on delivering VIP support to Partners and lawyers ensuring prompt escalation of complex issues to the Regional Technology Manager.
• Serve as a liaison between regional and global support teams facilitating effective communication and collaboration.
• Collaborate with application support teams to identify recurring issues and contribute to the development of solutions that minimize them.
• Collect and document feedback from both the business and the team to support problem-solving and inform future product enhancements.
• Ensure effective knowledge transfer within the team regarding the adoption use and requirements of core applications and the Legal Technology toolset supporting scalable support operations.
• Share essential knowledge about new technologies with the Learning & Development team to raise awareness and facilitate broader adoption.
• Monitor compliance with global security standards and local regulatory requirements.
• Manage local asset management in accordance with Global and Regional guidelines.
• Maintain up-to-date knowledge of all Clifford Chance business applications to enhance overall service quality.
• Stay current with IT trends and emerging technologies such as AI and analytics.
• Collaborate on projects and initiatives with colleagues across the region and engage with wider regional and global Technology teams demonstrating strong teamwork.
• Contribute to local IT budgeting cost control and resource allocation.
• Invest in the professional development of team members by identifying training opportunities certifications and skill-building activities.
• Encourage team members to remain current with industry trends.
• Ensure technicians are trained on all end-user tools managed by IT Client Services distinguishing between technical and functional support responsibilities (e.g. Intapp Time as a Finance Application).

Qualifications :

Your Experience 

Technical Lead Expectations

• Demonstrated ability to advance operational team skills and effectiveness in environments where client service excellence is paramount.
• Highly effective communications and exceptional customer service skills; communicating clearly credibly and diplomatically with all levels in an organisation and building effective internal and external client relationships is critical.
• Talent for creating end user satisfaction; demonstrated ability to focus on the users value in all work.
• Understanding of and focussed on end user digital employee experience.
• High comfort level with sometimes stressful client requirements. Ability to listen effectively and maintain professionalism under pressure.
• Strong relationship skills and an understanding of different ways to achieve outcomes with business and IT teams using business and IT terminology.
• Strong analytical and entrepreneurial skills consistently driving solutions through to completion.
• Act as an IT Advisor. Host sessions for our IT ambassadors IT Consulate IT legal secretaries working groups.
• Implement Global and Local policies and document these properly and ensure compliance from a (local) IT Governance.
• Help support and complement any local project that is limited to the office.
• Help evaluate vendor hardware and software options considering factors like cost compatibility and support and manage relationships with local vendors and ensure compliance with Global procurement policies.
• Experience and knowledge about ITIL especially focusing on Agile methodologies within this environment. Additionally a continuous improvement or Lean mindset is essential along with a data-driven behavior and a basic understanding of data analysis.

Skills and Experience

• Demonstrated ability to serve as a bridge between technical and non-technical teams.
• Strong analytical and problem-solving skills with a thorough understanding of processes and procedures and their practical application.
• Proven experience managing complex operational IT challenges.
• Solid understanding of and hands-on experience with ITIL processes such as Change and Problem Management.
• Proficient in core Microsoft Office tools Office 365 cloud-based applications and legal technology solutions with in-depth knowledge of both Microsoft and Citrix platforms.
• Familiarity with Apple OSX iOS and Android is advantageous.
• Practical experience supporting mobile devices and video conferencing systems.
• Technical expertise within the legal sector including support for Document Management Systems (e.g. iManage) document formatting tools collaboration platforms and other legal applications.
• Fluent in English and French both spoken and written; proficiency in additional languages is beneficial depending on office location.

How we will support you

From your first day with us you will have varied opportunities to continuously grow and development your skills and knowledge. From formal training informal coaching and mentoring through to skills-based and technical training and on the job learning.

Additional Information :

Equal opportunities

At Clifford Chance we understand that our true asset is our people. Inclusion is good for our team and their families our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their gender gender identity and expression marital or civil partnership status race colour national or ethnic origin social or economic background disability religious belief sexual orientation or age.  This applies to recruitment and selection terms and conditions of employment including pay promotion training transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity an equality of aspiration and an equality of experience to everyone who works in our firm. 

Find out more about our inclusive culture here.

Remote Work :

No

Employment Type :

Full-time