The Sr. Service Desk Manger is responsible for overseeing the Service Desk team and the resolution of all Service Desk requests. The employee will also provide exceptional customer service to the Firm in the resolution of problems regarding technical software, hardware and network usage. Excellent relationship management skills and ability to work with a diverse group of people is a must. Ability to be a team player and the tenacity to manage support issues through completion in a timely and quality manner will be required to succeed in this role.
Essential Job Duties: •Provide supervision and leadership to the Service Desk team, focusing on attracting driven people, developing individuals and retaining talent •Support 500+ users while managing against agreed SLAs as per various vendor contracts where applicable •Development of key SLAs and Metrics to measure performance and creating action plans for improvement •Build a high performance support culture of execution, communication, follow through and improvement •Drive improvements in service delivery by proactively identifying opportunities to improve focusing on cost and end-user experience optimization •Set a vision, strategy and execution plan for team members •Manage and provide on-site and remote customer support for all software and hardware utilized by the Firm •Provide timely response and assistance to telephone, email, and in-person requests for technical support •Identify, research, and resolve technical problems individually and through coordination with other IT department staff as needed •Oversee and monitor all issues to ensure timely and effective resolution, escalating to other IT Staff as necessary •Assist end-users to self-diagnose and implement automated solutions to operational issues in an effort to maximize efficiency •Provide multimedia meeting support as necessary, including the support of projectors and teleconference systems •Promote new technology when/if it will result in better functionality and service •Assist in the test & evaluation phases of new applications, products or services; assist in the selection of software packages/tools which meet the users/systems requirements; contribute to the planning process for future technical needs •Conduct hardware and software inventory and maintain inventory database
Minimum Requirements: •Four-year college degree related to information systems, business or equivalent combination of experience and education preferred •7+ years of experience in an IT service delivery manager/senior manager role •Demonstrated experience developing, shaping or improving a Service Desk team and associated functions •Minimum of 3 years' experience in an employee service technology position; including 2 years of hands-on PC hardware, operating system and software support •Must be able to work effectively with little direct supervision •Operate in a fast-paced, deadline-driven environment while managing multiple priorities •Excellent time management and communication skills •Legal industry experience preferred •Possess strong conceptual knowledge of software and hardware configurations and software applications •Certification in A+ and Network+ preferred •Experience with remote access technologies •Experience leading organizational change from concept through successful implementation •Strong customer service orientation with the ability to explain technical concepts to non-technical users •Operational knowledge of service desk processes •Understanding and implementation of ITIL processes preferred •High sense of urgency and accountability •Problem solving, troubleshooting, and analytical skills with the ability to define problems, collect data, establish facts, and draw valid conclusions •Biased towards providing stable, responsive, reliable, and secure services to clients
Ice Miller is committed to recruiting, developing and retaining talented attorneys and professional staff from all backgrounds. In order to succeed, we take great pride in a culture of inclusion where everyone at Ice Miller feels respected, is treated fairly and has the opportunity to perform at the highest potential. Learn more about Ice Miller’s Diversity & Inclusion efforts here.