Legal & Finance
Browne Jacobson LLP
Supporting Browne Jacobson LLP with outsourced IT Support for seamless IT operations
Browne Jacobson is a leading UK law firm with approximately 1,000 users across offices in Nottingham, Birmingham, Manchester, Exeter, and London. The firm is recognised for its deep expertise across both public and private sectors, and has achieved over 60% growth in the past five years.
This success is underpinned by a strong commitment to delivering exceptional client service. As the firm continues to expand, maintaining this high standard of service remains a core priority, particularly in its approach to IT strategy and decision-making.
Head office in
Nottingham
with offices in Birmingham, Manchester, Exeter and London
“Air IT Group react quickly to resolve issues and never compromise.”
Key Outcomes
Full outsourced
service desk with
out of hours support
Full integration of
systems and processes
Increased efficiency
and scalability
Bespoke reporting
on SLAs and KPIs
Matt Craven
Head of IT, Browne Jacobson
"We pride ourselves on achieving excellence in client service and have chosen an IT support partner that shares this ethos. Air IT Group react quickly to resolve issues and never compromise. Service consistently reflects our required high standards and integrates seamlessly."
The Challenge
Browne Jacobson sought to extend its in-house service desk to provide out-of-hours IT support, without the cost and complexity of hiring additional staff. To achieve this, they needed a trusted partner with a mature, technically capable service desk that could seamlessly integrate with their internal team and deliver a consistent end-user experience.
Following a disappointing experience with previous providers, Browne Jacobson turned to Air IT Group for a more reliable and aligned partnership.
Key Requirements
Out-of-hours IT support
Outsourced service desk
Custom reporting on SLAs and KPIs
Full integration with existing systems
The Outcome
Air IT Group delivered a tailored service desk solution that fully integrates with Browne Jacobson’s internal IT team and systems. During standard office hours, we act as an overflow resource, supporting the in-house desk during peak periods to maintain service levels and reduce response times.
Beyond this, we provide a full outsourced service desk from 5:00 pm to midnight, as well as during weekends and bank holidays, managing the ticket queue to ensure fast, efficient resolution. Our support also extends to consultancy and additional resources for major projects, including office moves and system upgrades.
Browne Jacobson LLP and Air IT have enjoyed a successful long-term partnership. Our approach has allowed the firm to scale its IT capabilities without the complexity and cost of expanding HR.
We’ve boosted departmental efficiency by resolving issues promptly, both during and outside normal hours. Clear improvements are visible through bespoke SLA and KPI reporting, providing tangible insights into service delivery performance.
Throughout the partnership, Air IT Group has supported Browne Jacobson with several major office relocations in London, Birmingham, and Nottingham. This included providing additional technical resource, managing the physical relocation and setup of IT equipment, and restructuring internal layouts to meet operational needs.
Thanks to our support, these projects were delivered on time with minimal disruption, helping Browne Jacobson maintain business continuity and meet critical deadlines.
Services used
