Help Desk Manager- Onsite Washington D.C.

Help Desk Manager- ONSITE

The IT Help Desk Manager is responsible for leading the Firm’s technical support teams to provide a gold-standard technology experience for our lawyers, staff, practice groups, and clients. This role takes lead on the end-to-end design and delivery of IT Help Desk support services to maintain defined service levels and uphold customer expectations for quality. The combination of technical acumen with a relentless customer focus, communication skills, and a desire to help prevent / resolve issues enables the IT Help Desk Manager to promote a reliable and effective technology experience.

The company is located in Washington, DC and will be 5 days onsite.

What You Will Be Doing

• Oversees the Firm’s global IT Help Desk (Level 1) staff to provide timely, accurate, and courteous technology support.
• Works with lawyers, staff, clients, and other departments to provide responsive and customer-oriented service that meets or exceeds expectations.
• Contributes to the design, development, and ongoing support of the IT Service Catalog, along with defined SLAs, owners, and fulfillment processes.
• Actively partners with the Director of Service Management and other cross-functional IT leads to define, implement, measure, and continuously enhance ITSM processes for the IT Help Desk (e.g., Incident, Problem).
• Actively partners with the Director of Service Management and other peer IT functional leadership (e.g., Regional IT Services) to establish a global tiered service model that optimizes IT service resources, drives efficiencies, and delivers a gold standard experience. Measures support teams against defined performance SLAs and proactively leads continuous improvement efforts (in partnership with cross functional IT stakeholders as appropriate).
• Establishes recurring reporting of the IT Help Desk to monitor performance against pre-defined indicators.
• Schedules Help Desk staff shifts to ensure hours of operation are covered, including during emergency office closures such as weather-related events.
• Informs the continuous development standards for the IT Help Desk, defining the baseline operating knowledge required for staff (e.g., best practices, technical skills, introduction of new systems, procedures, and policies).
• Manages 3rd party support vendors to ensure that agreed service levels are being met.
• Analyzes Help Desk workflows for trends to identify potential problem areas / improve business processes and works with supervisory leadership to implement continuous improvement.
• Works closely with cross functional IT leadership to provide feedback on services, help identify and understand system changes, and to prepare support staff for these changes.
• Actively works with supervisory leads to monitor and adjust inbound work assignments for handling support requests within established service level agreements.
• Actively works to deploy and promote ITIL best practices.
• Actively informs and co-develops the knowledge base (IT / Firm facing) for the Firm’s technology services.
  
  

Required Skills & Experience:

• College degree is strongly preferred, ideally in Computer Science, Information Systems, or a related technical discipline.
• Appropriate technical certification(s) are preferred (e.g., ITIL v4).
• 7+ years of relevant experience, ideally in a large Law Firm setting, a comparable professional services organization, or a legal information services provider.
• Demonstrated experience leading an IT Support team or function.
• Demonstrated experience designing, implementing, and continuously refining a global, tiered IT support desk model.
• Demonstrated experience with ITILoriented process design for IT Service Management.
• Demonstrated experience working in a time-sensitive, high-visibility environment.
• Experience with leading service desk performance indicators and service level standards.
• Experience with leading service desk technology solutions for IT and non-IT users (e.g., ServiceNow).
• Experience with current operating systems and ideally applications and technologies common to a Law firm (e.g., Collaboration solutions, Document Management Solutions).
• Strong service orientation, and an understanding of the importance of developing effective working relationships with users and organizational stakeholders of all levels.
• Demonstrated ability to manage a team of information technology specialists in the execution of both project and operational workloads.
• Demonstrated ability to serve as a change agent, leading and inspiring others to act, especially under circumstances when change is unpopular.
  
  

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

This position doesn’t provide sponsorship.

Posted By: Ashton Corbett