Perkins Coie LLP has an immediate opening for a Regional Manager Technology Service. The ideal candidate will manage the Technology Service Analysts for assigned Region who process and resolve incoming user support issues and questions; trains staff, performs administration and maintenance duties for the Firm's systems infrastructure; installs, moves, changes, and removes hardware and software within the local offices; and provides project, conference, and other support.
This position is available in the following markets: - Chicago, IL - New York, NY - Madison, WI - Washington, DC - Austin, TX - Dallas, TX
Scope of responsibility:
Leadership: The Regional Manager is responsible for establishing and maintaining positive working relationships with users, Office Business Directors, and peers. They will also serve as a liaison to other organizations within the Systems Department. The Manager will motivate, mentor, and coach employees to perform the required work and continually build their skills.
Supervisory/Organizational Control: The manager will be responsible for daily administrative oversight of those Technology Service Analysts assigned to their region. This includes approving time, leave requests, and overseeing staff during all daily interactions and adjusting workflow as necessary. The Manager will be responsible for hiring, managing, and developing all staff. This includes overseeing daily operations & review of staff work, preparing and delivering annual performance reviews for all employees, and effectively utilizing Firm resources to react to any needed employee personnel issues or actions. Works with the Technology Service Manager and other Regional Managers in evaluating work plans, policies and procedures, and broad organizational goals to build an environment of continual service improvement. Manager will also suggest improvements and collaborate with others to generate ideas and improve processes. Coordinates with other Managers to balance the workload across the firm. Review metrics for the teams and conduct qualitative ticket reviews to ensure quality service and accurate information is provided to users.
End-user Support: Perform advanced troubleshooting and research issues when required. Ensure incidents are prioritized properly by their teams, status is provided, and incident resolution is communicated to users. Track issues and document troubleshooting efforts using ticketing system. Escalate issues as appropriate and ensure ticket queues are managed and monitored appropriately.
Training: Identify gaps in experience for individual team members. Coordinate or conduct training on advanced troubleshooting for existing staff. Train and support new staff so they can conduct basic troubleshooting, log issues, and assist end users. Identify and create training materials for team members and ensure all team members are well versed on finding critical information.
Documentation: Ensure user requests and issues are clearly documented. When necessary, create written documentation for hardware and software installations or other technical matters. Create and maintain all relevant document for the Manager’s teams, including region specific documentation as well as team specific process/procedures. Participate in the growth and care of the department’s Knowledge Base.
Regional Office Support. The Regional Manager will also be situated within one of the Firm’s offices and will work within the local office team to ensure office-specific tasks are completed. These tasks may include; Install, disconnect, and move hardware, including desktop computers, printers, monitors, and telephones. Install and upgrade software packages according to documented procedures. Perform setup and removal of audio visual equipment. Administer and maintain loaner equipment.
Communication: Coordinate with the Office Business Directors in the region. Provide regular status and attend meetings in support of the region and firmwide efforts. Write and distribute regional and firmwide communications regarding planned and unplanned outages.
Inventory and Budget: Work with Technology Procurement to ensure adequate supplies of computer hardware, peripherals, and small equipment are available to support the offices within their Region. Track asset assignments; ensure physical audits are performed and compare to Service Manager records. Work with Technology Procurement to update hardware in accordance with hardware refresh schedule. Identify technology needs and assist in the development of annual technology budgets for the offices within their region.
Other: Stay current with new developments in computer technology through reading, user groups, technical associations, and/or related seminars.
Strong people management skills
Solid Management skills including performance management, employee relations, strong leadership, and team development
Ability to mediate and resolve conflicts
Ability to communicate effectively both orally and in writing Excellent listening skills Ability to explain complex technical concepts and processes in clear, concise, fashion to all levels of firm personnel (technical and non-technical users) Ability to read and write technical documentation
Customer service and interpersonal skills:
Ability to establish and facilitate effective working relationships Ability to understand end users' complex business needs and workflow Maintain a professional demeanor under stressful conditions Communicate and work with a variety of personality types Professionally navigate departmental and Firm organizational structures to facilitate resolution of complex issues Mediate and resolve conflicts between individuals, including conflicts between co-workers
Problem solving skills:
Quickly assimilate technical information, organize and prioritize multiple competing deadlines, and work effectively in a team environment to troubleshoot and solve complex problems Works well under pressure and adapt to a changing environment Take ownership of issues and follow-up on the status from inception to completion Ability to identify relevant concerns, factors, patterns, tendencies and relationships to formulate logical and objective conclusions and recognize alternatives or develop logical plans to address user needs.
Technical knowledge and skills:
Advanced understanding of the Firm's application suite and user workflow Advanced troubleshooting skills, including the ability to approach issues from multiple angles and use a wide variety of resources including technical manuals, on-line vendor knowledge bases, and specification documents Advanced knowledge of computer hardware and peripherals, including ability to test and troubleshoot a variety of complex hardware configurations Advanced knowledge of software including operating systems, ability to navigate and manipulate the Windows Registry, troubleshooting interaction errors between multiple software packages and solid understanding of and ability to troubleshoot software installations Knowledge of Active Directory environments and Microsoft SCCM Knowledge of legal-specific software for Document Management Systems, records management, and timekeeping Network troubleshooting skills and knowledge, both LAN and WAN
Delegation and responsibility:
Exceptional time management skills Ability to identify and resolve user issues in a pro-active manner Ability to prioritize workload, match and delegate work load to technician with available skill level Ability to meet or exceed deadlines Willingness and ability to assume responsibility and take ownership of team workload
Education & Experience:
Minimum 4-6 years of general support experience in the legal environment.
Minimum of one year of Management experience required demonstrating ability to successfully lead service desk or similar employee teams.
Certifications are a plus (A+, Network+, MOS, ITIL Foundations)