Mayer Brown LLP is a leading global law firm with offices in 26 key business centers across the Americas, Asia, Europe and the Middle East. We are a collegial, collaborative and diverse firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support and development they need to grow, thrive and realize their greatest potential.
If you enjoy working with team members whose defining characteristics are achievement, initiative, professionalism, responsiveness and adaptability, you may be the person we are seeking to join our Information Technology department, in Chicago, as a Service Desk Supervisor - Americas.
The Service Desk Supervisor will be responsible for providing functional day-to-day organization for the US regional First Line IT Support team and the follow-the-sun support model. In addition, he or she will work closely with their local and global peers to deliver seamless, high quality support in line with the IT department's strategic goals and initiatives. This important role requires passion for excellent customer service and the ability to manage a diverse portfolio of operational and project work.
•Delivery of regional incident and service request management processes, including appropriate escalation where required • Supervision of the operational activities of the US Service Desk to ensure full service coverage • Implementation of regional service desk working practices that support the follow-the-sun model • Continuous improvement of regional customer satisfaction in relation to all first line support services • Effective and proactive communication of problems and issues that impact the business (e.g. outages) • Measure, monitor and report against key performance indicators at a regional and global level • Integrate regional team into the wider global support function • Develop and deliver a framework/guideline for knowledge sharing across the global Customer Services team • Initiate proactive communication via recognized channels • Act as a subject matter expert for ITIL based incident management processes • Participate in the rotation of weekend and holiday on-call management escalation • Ensure preventative maintenance in relation to Service Desk tools and applications is regularly planned and implemented • Attend user groups independently or with senior managers as required • Work with regional stakeholders on implementation strategies affecting local user population and gather input on all related issues of concern while prioritizing issues in progress
• Bachelor’s degree in the field of Computer Science or Information Systems but will consider equivalent, relevant work experience • Minimum 10 years’ experience in Service Delivery roles, preferably within the legal industry • Minimum 3 years of supervisory experience required • ITIL certification desirable • At least 5 years working with high performance client support departments including help desk and training departments • Advanced knowledge of Active Directory and Exchange as they relate to Service Desk activities • Advanced knowledge of Windows Operating systems (Win10) • Advanced support capabilities in MS Office 2016 Applications including Word, Outlook, Excel and PowerPoint • Advanced knowledge of latest smartphone devices (hardware and OS) • Advanced knowledge of document management systems and e-filing processes
• Proven strong capabilities in the management and mentoring of staff
• A proactive agent-of-change committed to supporting effective use of our IT services globally • Technically competent and industry aware, able to contribute to the success of the IT management team at a local, regional and global level • Good organizational skills and able to manage multiple and changing priorities • Familiarity with established service management, project management and other structured operational practices • Ability to act as a role model for other members of the department regarding leadership, work ethic, self-improvement and career development • Aptitude for tight financial management including budget planning and control • High level of discretion, comfortable handling sensitive information and maintaining confidentiality
We offer competitive compensation and comprehensive benefits, including medical/dental/vision/life/and AD&D insurance, 401(k) savings plan, back-up childcare and eldercare, generous paid time off (PTO), as well as opportunities for professional development and growth. EOE m/f/d/v/so
About Mayer Brown LLP
Mayer Brown LLP is a leading global law firm with offices in key business centers across the Americas, Asia, Europe and the Middle East. The firm takes a cross-practice, cross-border approach to solving the needs of its clients through the seamless integration of its lawyers across the globe.
Mayer Brown is noted for its commitment to client service and its ability to solve the most complex and demanding legal and business challenges worldwide.