Supervisor of Network Operations Centre

The Supervisor of the Network Operations Centre plays a pivotal role within Latham's Technology team, offering a unique opportunity to lead the development of our global service from concept to delivery. In this capacity, the Supervisor is responsible for tracking ticket trends, leading a high-performing technical team, managing service escalations, and collaborating with IT operations to maintain network uptime. This role involves promptly addressing and investigating incidents, which is crucial for minimizing downtime across various critical areas, including Network, Applications, Major Incident Response, Reporting Issues, Contacting Key Stakeholders, and Triage. This role is based in our Manchester office, overseeing team members in both Manchester and Los Angeles, with potential for flexible hybrid work arrangements.

Other key responsibilities include:

• Supervising, developing, and coaching the Network Operations Centre team members in their professional growth and leading them to provide excellent customer service.
• Developing collaborative, interactive relationships with functional leads, supervisors, managers, and others within the global technology department to ensure the Network Operations Centre (“NOC”) monitoring is functioning well for newly onboarded infrastructure and applications
• Working closely with members of Platform Service Operations team to provide efficient procedures/communications to streamline processes and satisfy various department needs for issue remediation
• Ensuring the team provides adequate system capacity to meet the needs of the business; providing regular updates to senior management on system capacity for budgeting and forecasting
• Identifying and implementing opportunities for Continual Service Improvement for key services alongside problem, incident, change management, and NOC best practice activities
• Ensuring the goals and objectives of the team are met; providing accurate and timely completion of assignments and responses to inquiries; ensuring that all tasks and duties are completed within the firm’s set guidelines and policies

We’d love to hear from you if you:

• Are seeking an exciting challenge, driving the creation of a newly created global service from the early stages
• Possess excellent leadership skills (i.e., organising, planning, problem-solving, and decision-making) necessary for effective supervision
• Demonstrate well-developed and professional interpersonal skills and ability to interact effectively with people at all organizational levels of the firm
• Display strong analytical skills, including effectively defining problems and identifying solutions

And have:

• ITIL foundation
• Relevant experience in a supervisory capacity
• Relevant helpdesk or NOC environment with IT systems management ticketing support experience, preferably in a multi-site enterprise-scale environment
• Relevant experience working with IT Systems Management such as ServiceNow

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham’s comprehensive benefit program which includes:

• Health insurance as well as group income protection and life assurance
• A pension plan
• Wellness programs
• Employee discounts
• And more!

Additionally, we have a range of diversity programming including Global Affinity Groups. These groups provide a firmwide platform to share experiences and advice as well as an opportunity to participate in a supportive network with common interests to help make life at the firm even better.

Latham & Watkins is committed to diversity, equal opportunity, sustainability, and pro bono legal services. We draw from a remarkable wealth of talent to create one of the world's leading law firms, and advance these commitments through the work of our Global Citizenship department. Our lawyers, paralegals, and professional staff worldwide comprise a rich mixture of different races, ethnic backgrounds, religions, sexual orientations, cultures, and primary languages. Our diversity makes us who we are.