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With over 2,800 lawyers in 28 key business centers around the world, Freshfields combines an unrivalled breadth of expertise across practice areas and borders with tremendous growth opportunities within our US practices. This unique balance defines our work style and culture. On one side, there’s the friendliness, personal attention and lack of hierarchy you find in a small firm; on the other, the comprehensive network, breadth of work and resources of an international organization. We’re a collegial firm – we work, learn and socialize together as one team. We’re also truly international in both outlook and opportunity.
Freshfields Bruckhaus Deringer is a major international law firm, providing business law advice of the highest quality. We want to be the law firm that clients turn to for legal advice where it matters most, wherever in the world that may be. We deliver seamless service across borders, cultures and languages.
Our people make our firm – we are a people business and want to create a welcoming and supportive environment where all can flourish. We see diversity as a strength which creates fresh perspectives and generates new ideas. We enjoy our work and are determined to do an outstanding job. We deliver best when working in teams.
We think and work globally – we don’t just say we are one firm; we act like one firm right across the world. We work wherever our clients need us. This is how we define ourselves, not by reference to where we have offices. Cross-border work isn’t just what we do, it is what we excel at. We understand what it really takes to work across different legal systems and commercial environments and to bridge language and cultural gaps.
We aim to add value in everything we do – we are passionate about helping our clients succeed. We use our experience and creativity to help clients make judgements and achieve their goals. In everything we do, we seek to make a real difference to the communities in which we operate.
You will be joining us at the start of this initiative, and helping to shape this new and exciting way of delivering our global services. Whatever your area of expertise, this is a place where you can be yourself and really flourish.
The IT Department
Our primary goal in IT is to enable exceptional client service through technology. We work closely with all teams across the firm to understand their technology needs and provide the tools and services that they need to be productive and service clients effectively. Through the Technology Roadmap that we maintain we coordinate technology initiatives across the firm and ensure alignment with firm strategy.
We operate as a truly global team with the central team working closely with regional colleagues in most of our offices. We are responsible for all aspects of technology and communications within the firm.
About Service and Operations Function
The Service and Operations function is responsible for the service, operations and delivery of technology at Freshfields. The function operates on the concepts of “DevOps” to accelerate the delivery of change through the resources within the function working on projects and initiatives whilst supporting existing and new systems within the firm.
Key Responsibilities and Deliverables
Provides technical expertise to enable the correct application of operational procedures. Contributes to the planning and implementation of maintenance and installation work. Implements agreed changes and maintenance routines. Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures. Provides reports and proposals for improvement to specialists, users and managers;
Initiates and monitors actions to investigate and resolve problems in systems and services. Assists with the implementation of agreed remedies and preventative measures;
Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, suggests improvement to organisational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change;
Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation;
Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Applies techniques to modify demand for a particular resource or service;
Drafts and maintains procedures and documentation. Manages enhancements to improve business performance. Ensures that all requests for support are dealt with according to set standards and procedures;
Engages with project management to confirm that products developed meet the acceptance criteria and are to the required standard. Feeds into change management processes;
Ensures system configuration information is complete, current and accurate;
Liaises with third-party support services;
Contributes to the availability management process. Analyses service and component availability, reliability, maintainability and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Implements arrangements for disaster recovery and documents recovery procedures. Conducts testing of recovery procedures.
Maintains/updates Knowledge Base articles owned by the team whenever reviews are required;
Works on a team on-call rota for business critical applications and on a rotating shift schedule.
Qualifications
Key Requirements:
Essential
Good level of experience administering and supporting:
Microsoft Exchange Online and 2016/19 (inc. hybrid);
Microsoft Office 365;
Microsoft Intune;
Experience of managing any Email security gateway system
Desirable
Symantec Enterprise Vault;
Symantec PGP;
Experience of Mimecast Email Security Services
Google Workspace
Legal Tools – eg. Litera, iManage,
Strong networking knowledge – TCP/IP, DHCP, DNS;
MS SQL knowledge;
Some experience of managing document collaboration in Teams and Sharepoint.
Working knowledge of Server Performance Monitoring and Analysis of Windows environments;
Knowledge of Microsoft and other antivirus products;
Exposure to Azure;
Experience of AD and Directory Services.
Competencies
Focuses on finding the right solutions and problem solving;
An understanding of working across cultural boundaries;
The ability to build working relationships with a range of people at all levels;
Proactive approach with a ‘can-do’ attitude;
Identifies and communicates opportunities to improve the way that work is done;
Excellent organisational and time management skills with the ability to manage tasks efficiently & independently;
Works successfully as part of a team, sharing knowledge, collaborating with and supporting colleagues;
Excellent customer service skills with a helpful and responsive approach;
Flexible in approach and adaptable to change;
Resilient and calm under pressure;
Motivated, results and delivery focused with a commitment to quality of work;
Takes ownership and actively looks for personal learning and development opportunities;
Demonstrates sound judgement;
A commitment to the highest level of integrity;
Clear and concise written and oral communication skills.
Ability to work across geographies as part of a Globally dispersed team.
Freshfields Bruckhaus Deringer US LLP is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, gender, gender identity or expression, sexual orientation, genetic information, national origin, ancestry, medical condition, disability, marital status, caregiver status, pregnancy, citizenship, age, military or veteran status, or other applicable legally protected characteristics. EOE M/F/V/D/SO
