AddressOur Role
We have a new and exciting opportunity for a motivated Helpdesk Team Leader to join our Information Technology team on a full-time basis.
Reporting to the IT Director, you will support the national Technology team in delivering responsive and high-level systems support to the firm. You will be part of a talented, close-knit team of dedicated IT professionals, working collaboratively to support our Perth and Brisbane teams.
Key responsibilities
As the Helpdesk Team Leader for HopgoodGanim, which consists of 300 professionals, this role leads our Helpdesk Team to provide exceptional technical support and uphold the highest standards of service delivery. The role involves managing a dedicated team of support technicians, ensuring the smooth resolution of technical issues, and fostering a collaborative environment to enhance the overall efficiency of our IT support operations.
Our HelpDesk Team Leader will:
- Lead, mentor, and inspire a team of helpdesk technicians to deliver outstanding technical support services.
- Foster a positive team culture that aligns with the values of the law firm, emphasising professionalism and attention to detail.
- Conduct regular team meetings to disseminate information, address challenges, and promote continuous improvement.
- Oversee the resolution of technical issues reported by legal professionals and support staff, ensuring a prompt and effective response.
- Provide escalated support for complex technical problems, maintaining a focus on minimising downtime for legal operations.
- Provide continuous improvement by targeting reoccurring problems for resolution or workaround to proactively minimise incidents needed to be logged with the helpdesk.
- Collaborate with other IT teams to address legal-specific technology needs and contribute to strategic technology planning.
- Continuous skills development on all user facing technology e.g. Aderant, CRM and iManage, to enable faster resolution of issues.
- Continuously assess and enhance helpdesk processes, ensuring alignment with industry best practices and compliance with legal requirements.
- Regularly review and update documentation to reflect legal-specific support processes and procedures.
- Monitor helpdesk ticket queues to ensure timely response and resolution of issues, recognising the critical nature of legal operations.
- Allocate resources effectively to meet service level agreements (SLAs) and prioritise high-impact incidents.
- Maintain accurate records of support activities, performance metrics, and KPIs, with a focus on transparency and accountability.
- Identify training needs for helpdesk staff, with a keen awareness of the unique technology requirements within our legal environment.
- Facilitate ongoing professional development to ensure the team stays abreast of legal-specific technologies and emerging industry trends.
- Encourage cross-training to build a versatile and adaptable support team.
To join our high performing team, you will demonstrate the following skills and attributes:
- Proficient in troubleshooting hardware, software, and network issues.
- Ability to handle escalated support requests and ensure timely resolution while maintaining professionalism and client satisfaction.
- Capacity to anticipate potential IT problems and proactively implement solutions.
- Familiarity with commonly used legal applications and Microsoft Office Suite.
- Advanced understanding with legal document management systems
- Working knowledge of IT service management frameworks like ITIL is beneficial.
- Experience with ticketing systems (e.g., Sysaid) and remote support tools.
- Proven ability to lead, motivate, and develop a team of helpdesk technicians.
- Experience in conducting performance reviews, providing coaching, and fostering a positive work environment.
- Skilled at prioritising tasks, delegating effectively, and managing workload within the team.
- Understanding of regulatory requirements and industry best practices related to data privacy, confidentiality, and security.
- Knowledge of security protocols and procedures to safeguard sensitive legal information.
- Excellent written and verbal communication- Ability to clearly communicate technical information to both technical and non-technical audiences.
- Strong commitment to providing exceptional customer service to internal clients (lawyers and staff).
- Ability to actively listen to user concerns and identify the root cause of issues.
- Analytical Skills: Ability to analyse data and identify trends to improve helpdesk operations.
- Problem-solving Skills: Skilled at critical thinking and finding solutions to complex technical problems.
Regularly featured in Doyle's Guide and The Best Lawyers, HopgoodGanim Lawyers are recognised as a leading law firm in Australia. Located in Waterfront Place we have a range of benefits waiting for you, including:
- purchased leave program and a generous parental leave policy;
- employee assistance programs, flu vaccinations, and other initiatives to support your health and wellbeing;
- firmwide events, including mid and end of year celebrations;
- client and recruitment referral incentive schemes;
- flexible work arrangements; and,
- community service leave, including opportunities to work with the Salvation Army on Christmas campaigns.
