Wiley Rein LLP, a leading Washington, DC law firm, is seeking a Technical Support Services Manager to join the Information Services Department. As an integral member of the leadership team, this role supervises the day-to-day operations of the Help Desk and ensures the timely delivery of superior technical support and customer service to the Firm’s attorneys and staff.
About the Position
Under the direction of the Director of Technical Operations, the Technical Support Services Manager will oversee the day-to-day activities of the Firm’s Help Desk and related technical support operations.
Core responsibilities include:
• Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues • Establish and enforce Help Desk service levels agreements • Design and enforce request handling and escalation policies and procedures • Serve as escalation point and interact with Firm attorneys and staff as required to resolve technical issues and assure that the highest quality service is delivered • Supervise the technical support services team, which includes a hybrid support model with on-site staff members and outsourced vendor services. Oversee the development, implementation, and administration of training procedures and policies. • Provide leadership and mentoring to staff, including on-going performance feedback, coaching, and preparation of career development plans. Plan and conduct performance appraisals. • Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications • Monitor and test fixes to ensure problems have been adequately resolved • Research software updates, latest drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution • Track and analyze trends in Help Desk requests and provide reports with recommendations • Prepare budget proposals • Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts • Maintain accurate documentation for all technical support processes and procedures • Maintain knowledge base of known issues and resolutions • Manage relationships and service levels with key business partners • Oversee Asset Management program to safeguard the Firm’s technology assets • Manage the Firm’s printer fleet • Assume primary role for distributing IT event related communications to the Firm • Other duties as assigned
About the Person
The successful candidate should possess seven (7) plus years of relevant technical experience, including prior experience in a law firm environment. Candidates should also have a minimum of two (2) years of supervisory experience, including demonstrated progressive experience in the management of a technical support team.
In addition, the ideal candidate will possess a strong customer service orientation, excellent interpersonal and communication skills, and a positive attitude, in addition to the following characteristics and capabilities:
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables • Highly advanced support skills within the Microsoft environment, specifically related to Windows 10, Office 365, Exchange 2016 Hybrid • Proven customer service skills; highly customer focused, team oriented and results driven • The ability to communicate professionally and effectively, both in oral and written form • The ability to multi-task, prioritize/coordinate deadlines and track progress of tasks • Ability to organize work flow and use time efficiently • Ability to demonstrate attention to detail and accuracy • Must maintain confidentiality of work-related information and materials • Strong leadership and motivational skills • Ability to supervise, coach others, and build a team culture • Must establish and maintain effective working relationships in or out of a team environment • Resourceful problem solving and ability to create and implement effective procedures • Understands and adopts the organizational structure • Possesses the attitude of collaboration and sharing • Willingness to learn and adopt new methodologies • Flexibility and willingness to respond to issues during and outside of core business hours
Work Environment/Physical Demands
• Position operates in a professional office environment which is usually quiet to moderate • Position requires that the employee have the ability to multi-task in a fast-paced work environment • The Firm requires that the duties and responsibilities of this position be performed onsite during scheduled work hours • While performing the duties of this job, the employee is regularly required to talk and hear. • This position requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing all day. • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. • The employee must frequently lift and/or move objects up to 10 pounds and occasionally lift and/or move objects up to 50 pounds.
*This description outlines the basic requirements of this position. It is not intended to be a complete description of other requirements which include adherence to Firm policies and procedures as well as Department performance standards.
**Wiley Rein is an Equal Opportunity Employer with a strong commitment to the achievement of excellence, diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
***This Organization Participates in E-Verify.
About Wiley Rein LLP
Wiley Rein is a dominant presence in Washington, DC, with more than 240 attorneys and public policy advisors. Our firm has earned international prominence by representing clients in complex, high-stakes regulatory, litigation, and transactional matters. Many of the firm’s attorneys have held high-level positions in the White House, on Capitol Hill, and in federal agencies including the U.S. Department of Defense, the U.S. Patent and Trademark Office, the Federal Communications Commission, the U.S. Department of State, the U.S. Department of Commerce, the Federal Election Commission, and the U.S. Department of Justice. Many of our attorneys also have active high-level security clearances that allow them to quickly “read in” to matters when there is a need to access classified materials. The Legal Times has noted that the firm “represents as perfect a merging of public policy and corporate America as exists in Washington.”
Wiley Rein operates at the intersection of politics, law, government, business, and technological innovation, representing a wide range of clients—from Fortune 500 corporations to trade associations to individuals—in virtually all industries. We believe deliveri...ng consistent and successful results is achieved through building true partnerships with our clients. We do this by understanding the industries and economic climate in which they operate and the current and potential legal issues that impact their business. Most importantly, because Wiley Rein remains a Washington, DC-based firm that largely operates out of a single office, we are able to control costs and billing rates in a manner that is nearly impossible in large, multi-office or multinational law firms.