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 firm’s 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 KPI's, 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).