Information Technology Training Manager

The Team

As a progressive technology team, Farrers IT have delivered a number of industry firsts. We lead on cloud based systems and mobility, delivering projects and managing systems which allow our staff to work regardless of their location. Technology is key to our business, so proactive and forward thinking IT staff are essential elements in our success.

Scope

The IT Training Manager’s role is to ensure a high level of training and support for the needs of the business, including structuring, preparing, and delivering training to internal clients. This will include involvement in firm-wide rollouts, new starter induction training, and continuing development of employees.

The IT Department's mission is to meet and exceed customer expectations and deliver outstanding service. We contribute to the success of the firm through the provision of timely and consistently high-quality service at every point of customer contact.

Responsibilities

• Oversight and delivery of IT Training and post-training support for all users in Windows 11, Microsoft 365, NetDocuments (DMS), Aderant (PMS), Peppermint (CRM), SharePoint Intranet portal, HighQ, Bundledocs, Definely and other applications or systems used by the firm.
• IT Induction of permanent and temporary new starters to the firm.
• Development, preparation, and administration of internal training courses, including materials to support the delivery requirements above.
• Consider innovative ideas for delivery of IT training offering to simplify training and increase engagement.
• Facilitate business improvement through the investigation of issues or opportunities and the recommendation of possible solutions.
• Manage team workloads, staffing (including absences/recruitment/discipline), development & appraisals.
• Act as the escalation point for team members and others.
• Encourage compliance of firm and departmental policies, processes, and good working practices to ensure consistency.
• Develop systems and/or repositories for team knowledge, materials, and tools.
• Review quality of services or solutions delivered to identify opportunities for improvement.
• Provide monthly summary of the team’s activities to management for onward reporting.
• Through example, inspire an exceptional customer service ethos in team members.
• Represent the team where needed in meetings with members of the firm or third parties.
• Work closely with legal practice areas and business services departments to identify opportunities for improving their technical proficiency.
• Liaise with IT Service Desk Manager and Head of Service Delivery to identify areas for training support through the tickets that have been raised.
• Act as a conduit between the business and IT department with the ability to speak to both technical and business audiences with authority and confidence.
• Work with the IT Projects team on assigned project work ensuring training requirements are fulfilled.
• Support other firmwide initiatives which require specialist technical training, e.g., secretarial upskilling.
• Development and delivery of skills-based training workshops.

Skills and Experience

• Outstanding knowledge and experience of all Microsoft Office applications, but particularly MS Word.
• Ability to confidently deliver training in plain English, demystifying IT.
• Proven ability to improve competence and enthusiasm in user engagement of information technologies.
• Excellent communication skills (written and verbal), expressive and articulate, should also be an effective listener.
• Excellent presentation skills.
• Analytical with great attention to detail.
• Excellent documentation and authoring skills.
• Ability to deliver training to staff at all levels within the organisation, and with varying degrees of technical ability.
• A minimum of two years’ experience in delivering training.
• Experience in a corporate, client-facing training and support role, preferably within the legal sector or other professional services environment.

Special aspects

• Standard office hours are 09.30 to 17.30 Monday to Friday, but it is essential that the applicant is committed, flexible and prepared to work beyond the normal office hours when necessary and in response to demand.
• On-site or remote evening and weekend working may be necessary as part of the role to accommodate training readiness, project delivery and support where necessary.

Comments

Farrer & Co conducts a pre-employment screening which includes a Criminal History Background and Credit Check for successful candidates.