The Role

We are seeking a Team Lead, Local Service Specialist (LLS) to be based in our Dubai office.

The Team Lead is responsible for managing a small group of Local Service Specialists (LSS), while maintaining appropriate support and stock expectations and assisting the team in responding to requests and issues.

You will also be responsible for providing / assisting with support for IT projects and proactive service initiatives. You must have good communication skills, a desire to achieve high customer satisfaction, and be able to attend the office five days a week.

Key Responsibilities

• Liaise with and report to the IT Customer Service Manager.
• Engage with the business in a thoughtful, professional manner - be a brand ambassador for IT\'s capabilities, services, and principles.
• Actively contribute as a part of a single cohesive IT team.
• Exercise a "progress versus perfection" focus, with a mindset toward delivery and meeting client and customer needs proactively.
• Be approachable and appreciate, exhibit, and model productive candour.
• Be accountable for the results of your team by celebrating wins along the way and/or accepting full accountability without blame.
• Exercise composure and use professional dialogue.
• Be innovative, adaptable, and set high standards for your team and self.
• Key point of contact in region to assist with major incidents response and resolution where required.
• Identify customer training opportunities.
• Assist with security incident response and investigation where required.
• Assist with office move technology logistics
• Advise or assist with project delivery, in conjunction with the Project Management team and Business Engagement Manager.
• Ad-hoc tasks assigned by IT Customer Service Manager.
• Potential travel to satellite offices in region to support business projects and/or requirements.
• The Team Lead is responsible for managing (i.e., setting objectives and delegating responsibility) and mentoring a small team of LSS in the region.

Required Knowledge, Skills, & Experience

It is essential that you exhibit the following capabilities:

• Work: Self-supervising within high level guidance, be an effective supervisor and mentor to your team, and follow standard processes effectively and efficiently.
• Interpersonal / Communication: Strong written & verbal communication skills, empathetic, ability to handle conflict, and understand / resonate with customers in a client facing role.
• Knowledge and Problem identification: General, broad understanding of supported solutions, keeps up to date with changes and new developments, ability to to quickly identify customer needs, perform pre-defined checks, and provide basic answers/tips based on personal knowledge or use of knowledge base articles.
• Contributes to documentation and knowledge sharing with guidance and direction.
• Ability to recognise potential large-scale issues or recurring problems and inform/escalate as necessary, following standard escalation processes.

Clyde Business Services Competencies

Clyde & Co is committed to providing extensive, personal and professional development opportunities for our people enabling them to be highly effective in their current role as well as assist them to fulfil their career aspirations.

The competencies are used to inform all aspects of Business Services career development. They vary across levels and different business areas and fall under the following areas:

• Technical Excellence
• People and Team
• Client/Stakeholder Relationships
• Service Delivery and Commercial Awareness
• Personal Effectiveness

About the Firm

Clyde & Co is a leading global law firm, with 480 partners, 2400 lawyers, 3200 legal professionals and 5000 people in over 60 offices and associated offices worldwide.

We specialise in the sectors that underpin global trade and commercial activity, namely: energy, marine, insurance, transport, construction, trade and commodities. We are globally integrated, offering a comprehensive range of contentious and non-contentious legal services and commercially minded legal advice to businesses operating across the world.

We are committed to operating in a responsible way. This means progressing towards a diverse and inclusive workforce that reflects the diversity of our communities and clients, using our legal skills to support our communities through pro bono work, volunteering and charitable partnerships, and minimising the impact we have on the environment.

Clyde & Co