This position will provide leadership, mentorship, and supervision of the End User Support Team. Its primary responsibility is to deliver technical support services and solutions that are timely, effective, and delivered with the highest quality.
This position requires a strong familiarity with Windows 10, Microsoft Office 365 suite, iManage Work10, help desk ticketing systems, and various other legal-centric applications. The ideal candidate must be able to provide strong leadership, support ticket analytics, scheduling, training, as well as maintain an internal database of solutions and other essential duties in the support of a large multi-office international law firm. Experience supporting law firms or other professional service organizations preferred, but not required.
Additionally, this position will be responsible for defining a range of solutions and services to enable enterprise customers to be as productive as possible while providing an intuitive, efficient and consistent user experience. This leader embraces and promotes modern workplace and mobile solutions to enable the workforce to perform their roles more effectively from anywhere at any time.
Primary Duties and Responsibilities
Ensures that all firm personnel receive excellent, high quality support and training services.
Ensure end user experience is the top priority when making any changes, including upgrades and scheduled maintenance.
Ensures timely response and follow up with all end users regarding ticket/issue resolution, concerns or dissatisfaction.
Communicate with unhappy users and work to resolve/mitigate their issues.
Help to maintain Knowledge Base and other technical documentation, educate support staff on any changes and ensure that documentation is followed in providing service.
Build strong internal customer relationships to ensure we are aligned to end user needs while prioritizing key initiatives.
Coordinate support escalations and drive resolutions.
Analyze support tickets and recommend process improvements and changes as needed to improve service levels and operational efficiency.
Create and manage weekly schedules of support team to ensure adequate 24/7 coverage.
Lead customer satisfaction program.
Manage and oversee end-user support team with regards to performance, promotions, training, hiring, and disciplinary responsibilities. Foster a professional, positive work environment.
Support the IT Director in vision, leadership, and coordination.
Create user facing communication to address service outages, system upgrades, and general IT informational announcements.
Coordinate projects, disseminate documentation and time sensitive tasks within the End User Support team as assigned by the IT Director.
Using asset management system, track all end user assets such as workstations, monitors, and various peripherals.
Review support metrics and present regular reports to IT Director.
Stay on top of industry trends and make recommendations on how to improve end user experience and productivity.
Be available 24×7 as needed for widespread outages and emergencies.
Travel for new office setups, office moves and to maintain direct contact with remote desktop support techs; travel as needed for special event setup/support.
Ability to quickly learn new technologies, and evaluate and improve upon current processes.
Additional duties as assigned.
Lead and work on projects related to area end user computing.
Assist other IT teams with projects and initiatives as required.
Participate in and contribute to team meetings and suggest improvements.
Identify opportunities for cost savings and service improvement.
Comply with firm IT service management policies, procedures and directives.
5+ years of experience in an IT management role.
Basic technical understanding of a Windows 10/Active Directory environment.