Has primary responsibility for defining and delivering the overall end-user IT experience. This position should ensure that timely and effective support and training are being provided for all the users’ hardware and software with success measured by agreed upon metrics including internal and industry technology satisfaction surveys.
Manage the day to day activities of the IT Support teams in the region to ensure user needs are being met. Other aspects of management include allocation of resources to projects; recruiting, training, and coaching employees; communicating job expectations, assessing their performance and providing leadership to drive performance improvements.
Develop, implement, monitor, and adjust department policies and procedures including SLAs, escalations, asset tracking, new and departing user instructions, customer service standards, etc. based on industry best practices. Define a support model that achieves the highest level of service possible with the available staff and provide monthly reporting on progress.
Ensure all issues are logged in ticketing system and identify systemic issues, resolving at those when possible or escalating to the appropriate teams or Senior Management. Proactively monitor network and desktop performance in the office and anywhere users are connecting from and provide reports on ticket volumes, trends, user satisfaction, etc.
Liaise with other IT teams including network administrators, software engineers and security teams to optimize the user desktop and mobile IT experience including following up on open tickets and assisting with firm IT projects as needed.
Manage expenses to annual budget and ensure cost effectiveness of decisions. Process invoices and negotiate features, fixes and terms with software and service providers. Ensure leased equipment is returned in a timely manner. Provide the necessary reporting to finance teams to facilitate cost recovery.
Maintain security of hardware, data, network access and backup systems including working with networking and security team to solve user problems. Ensure users get security awareness training and follow best practices, identifying and mitigating risks.
Draft and send end-user facing communications on system outages, upgrades, issues, and training opportunities.
In partnership with the User Experience QA and Training Manager, assist with testing and user outreach to ensure that solutions provided meet business requirements (e.g. practice workflow), fulfill end-user requirements, and minimize system issues.
Work with the Desktop Experience Manager to research and make recommendations on hardware and software products and services in response to user requests and in support of varying practice group efforts. Ensure applications on users’ machines have received proper updates, security patches, and practice software.
Coordinate with the QA and Training Manager to ensure attorneys and staff receive appropriate training and are retaining the necessary knowledge of hardware and software based on end user feedback and help desk calls to reduce calls to help desk. Coordinate with the help desk, training team, business analyst and (as measured by offerings form the master training calendar).
Attend regular meetings with other managers to discuss desktop development and support issues, identifying and resolving, or escalating any systemic issues.
Travel as needed to manage support personnel in various offices for the defined regions.
Participate in available professional development activities and stay current on industry trends and technologies.
Perform other tasks as required and directed by Senior Management.
Four-year college diploma or university degree in computer systems design or computer science, or 5 years equivalent work experience.
10 years’ experience providing IT support in a Law Firm environment.
10 years direct experience managing software and/or systems support teams.
Proven experience in overseeing the direction, implementation and troubleshooting of hardware and software solutions.
Strong knowledge of IT Support best practices and methodologies.
Extensive experience with core Legal software applications, including Microsoft Office and NetDocuments.
Advanced knowledge of network and PC operating systems, including Windows 10.
Good project management skills and/or substantial exposure to project-based work structures
Excellent written and oral communication skills.
Excellent listening and interpersonal skills.
Strong customer-service orientation.
Ability to communicate ideas in both technical and user-friendly language.
Ability to conduct research into application issues and products.
Highly self-motivated and directed.
Keen attention to detail.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.