If youre someone who enjoys supporting users, improving systems, and being the go-to person for application queries, this is a strong opportunity within a highly respected professional services environment.

This role sits within a Top 150 UK law firm with a strong presence across the Midlands and East Anglia. The business is continuing to invest in its core systems, applications, and user experience, making this a key hire within the IT team.

This isnt a purely technical, back-end role.

Its a user-facing, service-led position, working closely with lawyers, partners, and business support teams to ensure systems are running effectively and users are fully supported.

Providing application support for legal and business systems (e.g. iManage, BigHand, Elite, Microsoft 365)
Logging, triaging, and resolving user queries and support tickets
Diagnosing application issues and providing clear, practical solutions
Supporting system upgrades, releases, and patching activities
Assisting with basic system configuration (user setup, permissions, templates)
Supporting User Acceptance Testing (UAT), test scripts, and release validation
Producing clear user documentation, guides, and knowledge base content
Delivering onboarding and refresher training to users
Supporting floor-walking and go-live activities during system changes
Liaising with third-party vendors and internal teams to resolve issues
Investigating recurring problems and recommending process improvements
Supporting data quality checks and basic system integrations where required

Experience in an Application Support, Systems Support, or Technical Support role
Strong experience supporting business or legal applications
Knowledge of systems such as iManage, Elite 3E, BigHand, Intapp Time, or Microsoft 365
Strong problem-solving and analytical skills
Experience logging and managing support tickets
Excellent communication skills with a strong user-focused approach
Ability to explain technical concepts clearly to non-technical users
Strong organisational skills and attention to detail

Experience within a law firm, professional services, or regulated environment
Exposure to system integrations, APIs, or workflow automation
Experience with testing, UAT, or QA processes
Knowledge of Power BI, reporting tools, or PowerShell
ITIL Foundation or similar

Friendly, approachable, and service-focused
Strong communicator with a genuine desire to help users
Patient and able to support users of all technical levels
Methodical, organised, and detail-driven
Proactive and able to work independently
A collaborative team player who builds strong relationships
Adaptable in a fast-paced, change-driven environment

Office-based with hybrid working available
Occasional out-of-hours work for upgrades or maintenance
Travel to other offices may be required

Join a Top 150 UK law firm with a strong reputation
Play a key role in supporting and improving core business systems
Highly collaborative, people-focused environment
Strong exposure to users across the business, including senior stakeholders
Opportunity to develop within a modern, evolving IT function
Hybrid working and a varied, engaging role