Technical Support Team Lead

Found in: Appcast US C2 - 1 week ago

New York, United States SilverSearch, Inc. Full time

Required:

Relevant experience as a hands-on lead guiding and overseeing a tech support team in the legal field is a requirement for this opportunity.

On site 5 days/week in NYC.


Overview:

As the Tech Support Team Lead, you orchestrate a seamless flow of technical support within a dynamic environment. Your role involves guiding a tech support team through incident resolution, service requests, hardware management, and network maintenance. Serving as the knowledge hub, you solve issues, escalate complex issues, ensure adherence to policies, and optimize service levels. Collaborating closely with the Tech Support Manager, you foster efficiency and drive improvements. With your exceptional problem-solving skills and knack for leadership, you uphold our commitment to exceptional customer service.


Day to day:

  • Oversee the day-to-day operations of the support desk, including ticket management, prioritization, and resolution.
  • Lead teams, assign tasks, provide guidance and training, conduct performance evaluations, and address any performance issues or concerns.
  • Establish standardized procedures and workflows for handling support requests, troubleshooting issues, and escalating problems when necessary.
  • Refine and improve processes to optimize efficiency and effectiveness.
  • Serve as a subject matter expert on technical issues and stay updated on the latest technologies and best practices relevant to the firm's operations.
  • Track KPIs related to support desk operations, such as response time, resolution time, customer satisfaction, and ticket volume.
  • Analyze data to identify trends, areas for improvement, and opportunities to enhance service delivery.
  • Implement measures to safeguard sensitive information and mitigate risks related to cybersecurity threats or breaches.
  • Collaborate with the firm's IT department and other relevant stakeholders to address technical issues, implement system upgrades or changes, and ensure seamless integration of support services with the firm's overall IT infrastructure.
  • Liaise with external vendors and service providers to procure necessary hardware, software, or support services.
  • Conduct training sessions or workshops for staff while offering ongoing support and guidance to support desk members.
  • Maintain open lines of communication with lawyers, legal assistants, administrative staff, tech teams and other stakeholders.


Technical proficiency:

Desktop/Laptop/Devices, PC/MAC, Windows OS/Mac OS, MS Office, AD, DNS, VMware, Printers, Networks, AV, and various legal apps (iManage, etc.).

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