Harbor is seeking a Team Lead to join our 3E Managed Services team within our Legal Technology and Operations (LT+O) practice group. The Team Lead ensures successful client engagements and consistent client satisfaction by leading team members in both production issue resolution and continual improvement tasks. The Team Lead will directly oversee a team of skilled individuals from a variety of technical and professional backgrounds across multiple time zones. Providing an excellent customer experience is an integral part of this role. This is a position that can be hybrid from Bristol or London in the UK, or Moncton, NB in Canada.
Job Duties and Responsibilities
- People management, including weekly one-on-one and supporting team members with their workload
- Hours and budget management for their team members and the clients within their team’s shared portfolio
- Guide team members on best practices for technical solutions and client relationship management
- Escalate to or engage the Director of Managed Services where necessary
- Interview and onboard new staff
- Identify training needs for the entire team and support team members in achieving continuous improvement
- Together with the Director of Managed Services, develop and improve systems, processes, and procedures to ensure staff and clients can work together efficiently
- Work with Client Account Manager on quarterly service reporting and client delivery reviews
- Contribute to the work of Managed Services, including:
- Serve as the primary point of contact for clients, addressing concerns, and resolving issues
- Build trusted relationships with clients to effectively support long term service and growth
- Ensure that services are delivered according to service level agreements (SLAs)
- Own Incident and Problem management processes and ensure they are being followed
- Conduct regular backlog reviews
- Maintain and encourage development of team Knowledge Base
- Support reporting and identify continuous improvement opportunities for client facing and internal reports and dashboards
- Provide best practices guidance and solutions based on business needs
- Work with cross-functional teams to delegate work as needed
- Facilitate client meetings
Experience, Education and Qualifications
- Bachelor's degree in computer science, business administration, information systems or equivalent combination of experience and education
- 5+ years of related experience with responsibilities related to Legal Technology or Professional Services products and services
- 3+ years of experience in a customer-facing role
- 2+ years of experience in people-management
- Preferred experience in Elite 3E and/or experience in a law firm or legal services environment
- Intermediate level of experience dealing with collaboration and project tracking tools e.g. Jira and Confluence
- Competent in the following areas: problem solving, customer-focus, communication, collaboration, organizational support, quality focus and punctuality
About Us:
Harbor is the preeminent provider of expert services across strategy, legal technology, operations, and intelligence. Our globally integrated team of 800+ strategists, technologists, and specialists navigate alongside our clients – leading law firms, corporations, and their law departments – to provide essential resources and invaluable insights. Anchored in a rich heritage of deep knowledge, steadfast relationships, and mutual respect, our unwavering dedication lies in shaping the future of the legal industry and fostering enduring partnerships within our community and ecosystem.
Harbor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, marital status, civil union status, national origin, ancestry, age, parental status, disabled status, veteran status, or any other legally protected classification, in accordance with applicable law.
