Job Description

Head of Support & Infrastructure at LegalRM Limited

Salary/Rate: 55-65k/annum - full time (or pro rata thereof)

(Adjusted to match the experience of the successful candidate)

Employment Type: Full time Monday-Friday (2pm to 10:30pm)Location: Orpington, Southeast London (hybrid and remote applicants considered)

(Our office has a smart casual dress code - suits are not a requirement.)

Our dynamic software development company is seeking to expand with new roles offered from our UK office, based in Orpington, Southeast London. LegalRM has a 15+ year history, with a stable and profitable background which is set to continue with some of the largest law firms around the world purchasing our software.

We are seeking keen and driven team members to continue expanding the business and our focus on the needs of our clients. Our team is close and supportive, ready to enable you to meet and exceed expectations in your work, while maintaining a fun and positive culture.

This is a fantastic opportunity for those looking to gain experience in a small but growing organisation, where the value of your input will be immediately visible.

Education/Experience:

Proven experience leading support and infrastructure/operations in a SaaS environment. Strong technical expertise with Azure, databases, networking, and DevOps tools.

Summary

We are looking for candidates who cover a range of the skills and responsibilities listed. We are looking forward to seeing you grow professionally, so please do not panic if you do not feel strong in all the areas below.

Successful candidates will be a positive fit for our existing team. You will meet us as part of the interview process. Remember to be open with your personality and interests. This will help you in being successful through the job seeking process.

The Role

We are seeking a Head of Support & Infrastructure to lead our global support and infrastructure functions, ensuring world-class client service and reliable technical operations.

This is a hands-on leadership role, combining team management with direct involvement in escalations, infrastructure, and operations. You'll be responsible for running and protecting the value of what Development builds -- ensuring uptime, security, support SLAs, and seamless client experience. You'll work closely with the Head of Development on releases and upgrades, and with the Head of Product to ensure client feedback is captured and fed into the roadmap.

Core Duties and Responsibilities

People Management

Lead, mentor, and manage a distributed team of support engineers and cloud system administrators.

Client Support Management

Own the support function: SLAs, KPIs, escalation management, and client communication.

Global Coverage

Drive the transition to 24/7 global support coverage.

Escalation Management

Serve as senior escalation point for major incidents, combining hands-on troubleshooting with clear leadership.

Strategy

Own LegalRM's infrastructure strategy across cloud hosting, monitoring, security, and DevOps.

Systems Management

Ensure systems are stable, secure, and scalable to support growth.

Internal Collaboration

Collaborate with Development to ensure smooth releases and upgrades, minimizing disruption to clients.

Partner with compliance and risk to maintain security and data protection standards.

Process Ownership

Oversee incident, problem, and change management processes, ensuring consistency and accountability.

Process Improvement

Champion automation and monitoring to improve efficiency and resilience.

Role Balance

Balance strategic leadership with hands-on contribution, stepping into detailed product or technical work when required to support the team and ensure successful delivery.

Required Skills

1. Track record of delivering high-quality client support and meeting SLA commitments.

2. Hands-on ability to step into escalations, troubleshoot, and resolve complex issues.

3. Experience managing distributed teams across multiple regions.

4. Strong leadership, communication, and problem-solving skills.

5. Familiarity with legal IT environments is helpful but not required.

Further duties and responsibilities depending on the candidate.

Job Type: Full-time

Pay: 55,000.00-65,000.00 per year

Benefits:

Bereavement leave Casual dress Company pension Sick pay Work from home
Application question(s):

How much (if any) experience do you have in Legal IT, either from working in a law firm or equivalent environment? Please summarise any experience you have relevant to this question.
Language:

English (required)
Work Location: Remote