Perkins Coie LLP has an immediate opening for a Director of IT Customer Services. This position is responsible for the strategic direction, & overall productivity, efficiency & effectiveness of four distinct areas including the Service Desk, Audio Video, Technology Education, & events support. These groups are tasked with collaboratively providing exceptional support to internal firm customers. The Director of Customer Service will be responsible for:
Service Desk - Identification & implementation of all customer service support strategies & processes with a specific focus on continuous improvement & developing new strategies & ideas to constantly adjust service protocols to maximize value to our consumers. Additionally, the position will be responsible for the end-user communication process & will be relied on to help ensure service offerings, service issues, & other key messages related to firm operations are clearly communicated to internal constituents.
Technology Education – Drive technology education awareness through the development of training standards, training curriculum & programs that leverage distance learning & e-learning best practices. Partner with various departments to provide technology project training & change management support to firm initiatives.
Audio Video – Implementation of holistic firmwide AV standards, video technologies, & webinar solutions. Utilizing best of breed technologies, provide service centric AV solutions to facilitate webinars, in person presentations, & virtual meetings on various platforms. As a key member of the firm’s real estate team, design & oversee conference center construction & design using leading audio video technologies.
Firmwide Events – Partnering with the firmwide events team, oversee all technology & support aspects for various events including regional attorney meetings, staff meetings, & yearly partner meetings.
This position is open in various Perkins Coie LLP offices: https://www.perkinscoie.com/en/offices/index.html
Team Leadership: Will focus on identifying & implementing strategies & initiatives that will improve how the Service Desk interacts with internal customers. Responsible for establishing & maintaining positive working relationships with firm leadership, peers & end-users. Will serve as a liaison for the Service Desk to other organizations within the firm. Ensures effective thought leadership in the area of customer service excellence.
Supervisory/Organizational Control: Works with Technology Department leadership to drive customer experience satisfaction efforts. Works with Customer Support Manager regarding employee management decisions & personnel issues & actions. Works with the Service Desk leadership to evaluate work plans, policies & procedures, & broad organizational goals, suggests improvements, & collaborates with others to generate ideas & improve processes. Provides key input regarding hiring, terminations & other personnel related issues. Responsible for employee performance evaluations during the annual Focal Review process. Reviews metrics for team & participates in ticket reviews to ensure quality service & accurate information is provided to users as well as seeking constant improvements in process, recognizing trends & innovating long term solutions.
Project Support: Initiates & directs Service Desk projects & represents the Service Desk in departmental project planning meetings. Works with other firm-wide project teams to develop & implement success metrics & measures to gauge effectiveness & evaluate outcomes from a customer perspective.
Communication: Responsible for communicating with stakeholders & customers across the firm, & specifically facilitating communication with key contacts (e.g., local Directors of Office Administration) on those issues related to customer support issues, initiatives & important updates. Responsible for working closely with other leaders of the firm’s Technology function, along with leaders in other HQ teams, to develop, implement, manage a customer experience feedback program designed to improve the quality & relevance of the service delivery functions.
Other: Stay current with internal & external developments in technology, best practices for end-user support, & on developments within the legal industry ecosystem that materially relate to delivery of exceptional customer service and, more broadly, directly to the mission of the firm’s Technology Department & other HQ services functions. Position will require travel on a regular basis.
Ability to communicate effectively both orally & in writing with all levels of firm personnel
Ability to affectively listen to customer’s requests & needs
Customer service & interpersonal skills:
At least 5 years of senior management leadership in the customer service & customer experience/engagement arena
A deep & broad understanding of creating an exceptional customer experience, identifying opportunities for improvement & subsequent implementation of plan
Ability to establish & facilitate effective working relationships with all levels of firm personnel with varied personalities.
Maintain a professional demeanor under stressful conditions
Proven ability in leading, coaching & mentoring employees
Ability to gain an in-depth knowledge of customer business needs & workflow
Ability to navigate departmental & Firm organizational structures in order to understand issues & facilitate resolution
Problem solving skills:
Strong process/project management skills with the ability to manage & implement strategies rapidly
Ability to quickly identify root causes of issues & organize & prioritize multiple competing deadlines
Works well under pressure & adapt to a changing environment
Takes ownership of issues & follow-up on the status from inception to completion
Ability to identify relevant concerns, factors, patterns, tendencies & relationships to formulate logical & objective conclusions & recognize alternatives or develop logical plans to address user needs.
Ability to take analytical findings & convert them into actionable process changes
Ability to understand business drivers in order to map process solution design
Comfortable with technology & preferably worked in a technology department in the past or heavily collaborated with one
Delegation & responsibility:
Must be able to manage multiple priorities under tight deadlines in a dynamic environment
Must be able to effectively assign responsibilities to team members to maximize resources, & track those delegated actions to completion
Ability to prepare & manage to a departmental budget.
Education & Experience: Requires a minimum of 8 years’ experience in a customer support environment or equivalent with at least 5 years at a senior manager level. Technology support experience preferred. An Associate's or Bachelor's degree is preferred. Law firm or professional services experience preferred. Customer support program development experience preferred.