End-User Technology Support Manager

2 months ago

Houston, United States Request Technology, LLC Full time

*This role is onsite 5 days each week in Houston*

*We are unable to sponsor for this permanent Full time role*

*Position is bonus eligible*

Prestigious Global Firm is currently seeking an End-User Technology Support Manager. Candidate will lead the implementation of new technology rollouts and upgrades, ensuring seamless deskside support within the region and firmwide. Additional responsibilities include contributing to the development and execution of the firm’s comprehensive technology support strategy, ensuring adherence to firmwide IT policies, procedures, standards, and guidelines. The role also requires overseeing the creation of troubleshooting documentation and detailed instructions for the support teams.

Candidate will interact regularly with technology teams, firm leadership, vendors, and users. The TSM should have a proven ability to operate in a fast-paced environment, interact with C-Level leadership, and serve as the main point of contact for technology for the VIPs within the Texas offices.

Candidate will oversee both firmwide and local projects, new initiatives, and issue resolution, as well as manage the local Technology Support teams' budget, including ordering, forecasting, and reporting monthly budget variances. The position requires travel to various offices as needed.

Responsibilities:

Excellent judgment in assessing user issues; along with intermediate trouble-shooting methodology.

Develop and manage Operating Level Agreements (OLA’s) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support.

Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization.

Ability to work for the best resolution either through own knowledge, documented resolution, or proper and timely escalation.

Qualifications:

Proficient in Windows 10/11 OS and core application suite; including the Microsoft Suite and various applications.

Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix.

Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues.

Intermediate knowledge of iOS setup and troubleshooting.

Knowledge of networks including wireless experience.

Intermediate understanding and knowledge of Voice over IP (VOIP) telephone systems.

Demonstrates the willingness and ability to help other team members on difficult issues.

Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices.

Bachelor’s Degree or work equivalent. Computer Science or Technical qualification is a plus.

A high level of proven management experience in a professional services environment, law firm experience preferable.

Audio Visual experience a plus

Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.

Knowledge and the ability to support Microsoft operating system, Suite, and 365 including networking component, hardware, peripheral devices.

Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business.

Knowledge of ticketing applications.

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