Dentons US LLP is currently recruiting for an IT Service Delivery Lead.  This position will supervise the Firm’s service desk team, their processes and their support readiness in our everchanging and fast paced environment. This position will report directly to the IT Service Delivery Manager. 

Responsibilities

• Supervise the Service Desk, participate in projects, and oversee support readiness of installations.
• Facilitate IT communication through IT Notices during both planned and unplanned service interruptions.
• Manage Problem and Incident Management to ensure SLAs are met or exceeded.
• Define Service Level Agreements (SLAs) for contracted services and ensure proper escalation flows.
• Provide technical advice on escalations between the Service Desk, TSS, and tier 3 teams.
• Specify systems, processes, and methodologies for effective monitoring, control, and support of service delivery.
• Generate and provide reports as per schedule or on request, including management and account performance reports.
• Attend client service review meetings to discuss performance reports, service improvements, quality, and processes.
• Support rollouts, upgrades, and other projects.
• Develop pragmatic solutions that balance business needs and technical standards.
• Ensure quality and profitable services are delivered as per agreed SLAs.
• Plan and schedule resources to meet business needs.
• Perform operational service reviews for IT service change requests, incidents, and problems.
• Ensure smooth operation of customer systems and network infrastructure.
• Develop and facilitate workshops and training courses.
• Ensure knowledge transfer to other staff for better understanding of customer systems.
• Assist in service transitioning for customers as services are added or removed.
• Be prepared to assist the Service Desk during high call volumes to ensure SLAs are met.
• Perform software/hardware installation and support as needed.
• Handle complex problems and multitask effectively.
• Perform other duties as assigned to meet position requirements.

Experience & Qualifications

• Associate's degree or equivalent experience required.
• 5+ years of experience in End User Support.
• Experience with vendor management and external services.
• Strong knowledge of Microsoft Office’s latest operating systems and Office applications (2010 and 2016), and Windows 7 and Windows 10 operating systems.
• Experience with remote access technologies and mobile devices.
• Strong oral and written communication and interpersonal skills.
• Ability to provide after-hours emergency support.
• Ability to interact with all levels of personnel as an advocate for user interests.
• Willingness to learn new technologies and provide input on system improvements.
• Self-directed, independently motivated, and able to work with minimal supervision.
• Professional appearance and presentation required.

About Dentons US LLP

Our business service professionals play a significant role in the success of the firm and are key in providing support at all levels. Our staff members come to us with a variety of professional and industry backgrounds. We recruit individuals who have demonstrated a commitment to providing the highest level of service to our internal and external clients. We are committed to ensuring that all applicants receive an equal opportunity for employment. We take steps to attract applicants from all backgrounds. Recruitment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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