Armstrong Teasdale is seeking a Help Desk Manager to join the firm in any of our offices. The Help Desk Manager is responsible for leading the technical support team to provide excellent customer service and resolve all technical issues across all AT offices.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Manage the help desk team, evaluate performance, and provide leadership by working with the Help Desk technicians to increase their technical capabilities, troubleshooting skills, as well as consistency and quality
Ensure customer service is timely and accurate on a daily basis, set specific customer service standards, and establish best practices through the entire technical support process
Responsible for interviewing users, collecting information about problems, leading users through diagnostic procedures, and handling problem recognition, research, resolution and follow-up in accordance with firm and department policies
Contribute to improving customer support by actively responding to queries and handling complaints
Provide process improvement for existing procedures and follow up with customers to identify additional areas of improvement
Develop daily, weekly and monthly reports on Help Desk team’s productivity
Provide customer feedback to the appropriate internal teams, like product developers
Decision Making – Makes decisions quickly and potentially with limited information; structures and coordinates personal and team priorities
Communication – Communicates in a clear, concise and organized manner; prevents miscommunication by clarifying difficult concepts and ensures understanding by others; knows the appropriate amount of information to share with various parties; ensures regular and consistent information is shared; understands the appropriate level of confidentiality
Leadership – Gives upward positive and constructive feedback and offers solutions; onboards leadership; identifies overarching areas for improvement and presents solutions; distributes work amongst team; has vision to plan and execute long-term strategic goals
Continuous Learning – Identifies training needs and opportunities for self, team and firm; promotes changes and acts as a change agent
Teamwork – Inspires the team to drive for results; fuels passion; encourages team feedback; fosters an open-door policy with team and works with others to identify solutions
Alignment to Values - Consistently demonstrates the Firm's values and offers constructive feedback to team members regarding the values; strives to learn more and participate in diversity and inclusion efforts; demonstrates respect by understanding and providing support
Required Education: High school diploma or equivalent
Preferred Education: Bachelor’s degree
Required Licenses and/or Certifications: N/A
Required Experience: Experience working in a Help Desk Manager or related role; experience with help desk and remote control software; proficiency or certification in Microsoft Office suite; strong technical background with an ability to give instructions to a non-technical audience
Preferred Experience: ITIL v3 Certification; prior experience working in a law firm environment or working with legal specific applications
Supervisory Responsibilities: Yes
Physical Activity: The employee will be required to sit for prolonged periods and work on a computer.
Travel Required: N/A
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.
EEO Statement:Armstrong Teasdale is an equal opportunity employer and will make all employment decisions without regard to race, color, religion, national origin, ancestry, age, sex, pregnancy, marital status, sexual orientation, gender identity, citizenship status, disability, veteran status or other protected status, in accordance with federal, state and local laws. At Armstrong Teasdale, we define diversity and inclusion broadly and focus on helping professionals of all races, religions, national origins, gender identities, ethnicities, sexual orientations and physical abilities feel a sense of belonging. Diversity and inclusion are core values of the firm, and we recognize the richness they bring to our workplace.