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Help Desk Manager- Onsite Washington

2 months ago

Arlington, Virginia, United States Motion Recruitment Full time
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.