Fisher Phillips, a national employment and labor law firm, is seeking an IT User Support Manager for its Atlanta office. With over 350 attorneys in 32 offices nationwide, our range of experience and expertise enables us to bring efficient and practical solutions to today's labor and employment law problems. For more information about the firm, please visit us at our website at www.fisherphillips.com.
The role of the IT User Support Manager is to provide exceptional client service across the Firm's 32 offices. This support must be timely, accurate, friendly and efficient. The primary focus of the IT User Support Manager is on the end user and ensuring that their needs are met so they can effectively use technology to perform their jobs. This position requires excellent customer service skills, communication skills, problem solving skills and organization/planning skills. This role manages a team of IT User Support Specialist in one or more offices and has overall responsibility and accountability for the support and operations of the office technology environment. This includes installing, configuring, diagnosing, repairing and upgrading as needed all Firm hardware, software and mobile devices.
Lead and coach specialists on technology and customer services skills.
Supervise the support for all end user technical and applications software problem resolution at the Tier 1 and 2 levels.
Monitor and evaluate team performance with a focus on results.
Monitor ticketing system to ensure resolution of all incidents and/or appropriate escalation to firm technology resources in a timely manner.
Interact with the Firm Technology Organizational members.
Develop, motivate and serve as a mentor for the User Support team.
Manage projects as required to implement operational/organizational changes and deliver results in continuous improvement initiatives.
Ensure quality of technical resolutions and client service during resolution.
Provide exceptional customer service through consulting, installation, support, training and troubleshooting for the end-user community as well as practicing the following customer support skills: face-to-face; telephone skills; internet and email skills; reliability; timeliness and effectiveness.
Track all calls in IQTrack Help Desk ticketing software system for accuracy to ensure ticket response and resolution meet current department service level targets.
Perform testing of software applications, upgrades and security patches as necessary.
Work closely with project manager to understand defined and scheduled tasks.
Participate on project team to effectively meet project milestones, deadlines and target dates.
Perform team member duties when necessary.
Skills and Competencies
Significant knowledge of Windows 8.1 and Windows 10 operating systems, setting, limitations and maintenance procedures.
Extensive experience with Microsoft Office 2013 or newer.
Excellent troubleshooting skills related to desktop computer hardware and software.
Experience with troubleshooting and supporting iPad, iPhone and Android devices.
Experience working with networked and local printers, scanners, advanced copiers and other hardware peripherals.
Basic understanding of networking devices, cabling and associated troubleshooting.
Experience with remote access such as Citrix, Terminal Services, Remote Desktop and VPN.
Ability to establish and maintain productive working relationships with all levels of staff.
Superb customer service skills including the ability to understand both internal and external client needs and expectations.
Excellent written, oral, and interpersonal communication skills.
Highly self-motivated, self-directed and attentive to detail in a fast paced, high pressure, deadline oriented environment.
Effectively plans, organizes and manages resources to successfully complete specific objectives for self and/or others.
Requires critical thinking and decision making skills such as the ability to successfully assess options and implications in order to identify value added solutions.
Takes initiative for managing and continually improving own performance to support organizational needs.
Clearly defines job expectations for individuals and team, coaches for success, provides training and effectively evaluates performance.
Familiar with user support best practices and procedures.
Ability to lead a team of technicians to provide world class customer service while working closely in a coordinated fashion with firm wide technology resources for support and direction.
Able to identify and understand the technology needs of the office and address accordingly.
Advanced troubleshooting ability with both hardware and software with the ability to learn new products quickly.
Flexibility to work outside of business hours and occasionally travel as required.
Must demonstrate a personal willingness and ability to effectively work in and adapt to a changing environment.
Must be able to bend, stoop and lift up to 40lbs as necessary for equipment installations, workstation set ups, etc.
Degree in computer science, information technology and/or 8 years equivalent work experience in a professional services IT environment.
Microsoft certification such as MCSA or equivalent is a plus.
On-call availability continually;
Sitting for extended periods of time;
Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components;
Occasional inspection of cables in floors and ceilings;
Lifting and transporting of moderately heavy objects, such as computers and peripherals.
No relocation costs. Principals only; no calls please.
We are committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, religion, color, sex (including childbirth, breast feeding and related medical conditions), gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other protected status in accordance with all applicable federal, state and local laws.
About Fisher & Phillips LLP
Since 1943, the attorneys at Fisher Phillips have been committed to providing value to our clients. We do one thing - represent employers in labor and employment matters.
Our clients know their legal problems will be treated as business problems and that we strive to help them avoid legal problems. We believe the lawsuit that’s never filed is a better win for a client than a costly defense verdict.
Although skilled and tenacious advocates, our attorneys recognize that the most aggressive and expensive approach may not always be the best solution to a client's problem. We seek to identify the client's primary business objective, design a solution to fit the objective, and implement that solution in the most efficient manner possible.
By performing compliance audits, providing the right policies, procedures and training, and offering thoughtful advice and counsel, we assist clients in preventing employee claims and lawsuits, government investigations, and union organizing activity.
We’re in the client service business and know that many labor and employment problems arise without much warning and require an immediate response. We meet deadlines and provide plenty of adv...ance time where client review of documents is needed. And we communicate with our clients in plain English.
Founded in Atlanta, we're national with 32 offices and more than 350 attorneys. Our attorneys practice before state and federal courts and administrative agencies in virtually every state.