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 

Essential Functions:

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.