Support Center Manager
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Support Center Manager
We are a leading global law firm, advising clients on significant transactions and disputes. Our exceptional teams craft and deploy creative legal strategies that are meticulously tailored to every matter, however complex or high-stakes. The firm s work is distinguished by a unique combination of precision and vision.
Based in the US, the Support Center Manager will oversee the operations of the Support Center, ensuring high-quality service delivery and a seamless user experience for all internal stakeholders. This role requires close collaboration with User Experience (UX) teams, including training, desktop support, collaboration, audio-visual (AV), and software and hardware asset management. A strong understanding of ITIL and ITSM methodologies is essential, along with expertise in ServiceNow. The manager will also integrate contemporary cyber security protocols into the support center model and leverage AI tools to enhance user experience.
This role reports directly to the Director of User Experience and will provide direction to Support Center Supervisor, Support Center Leads, Support Center Analysts.
This role will oversee the operations of the Support Center and will requires close collaboration with our User Experience (UX) teams, including training, desktop support, collaboration, audio-visual (AV), and software and hardware asset management.
The ideal candidate will have experience managing a sizable Help Desk team, with the ability to recommend operational changes and improvements. Experience with major projects, particularly in implementing tools like ServiceNow, is also important. A background in large Help Desk or Support Center environments preferably within a law firm or financial institution is highly desired.
We have a preference for candidates located within one of our West Coast offices. Under new leadership, the team is eager to introduce fresh ideas and evaluate current technologies, so we re looking for someone who is open to providing feedback and exploring innovative solutions. This role also has the potential to evolve into a leadership position in the future.
Responsibilities include:
Managing the daily operations of the Support Center, ensuring compliance with established protocols and standards.
Providing guidance and mentorship to Support Center staff, promoting a culture of continuous improvement.
Serving as an escalation point for complex support issues, ensuring timely and effective resolution.
Managing time-off requests for the appropriate Support Center personnel.
Maintaining and adhering to Firm-wide and departmental policies, standards, operational guidelines, and administrative procedures relating to the IS function as outlined by the Manager.
Collaborating with UX teams, including training, desktop support, collaboration, AV, and asset management, to improve service delivery and user experience.
Qualifying trouble call symptoms to assure accuracy, content, and completeness for efficient resolution.
Taking ownership of all alerts and escalations, including organizing the alert matrix, initiating escalations, and following up on open escalations to ensure closure with appropriate communications and reporting.
Implementing ITIL and ITSM best practices within the Support Center.
Developing and enforcing cyber security protocols within the support center framework.
Ensuring user reports of information security issues are timely escalated to the Information Security Team consistent with established protocols and SLAs.
Supporting the firm s ISO 27001 efforts as may be required.
Collaborating with the Information Security Team to develop and enforce cyber security protocols within the support center framework.
Staying updated on the latest AI tools and software solutions that can enhance user experience.
Evaluating and implementing new technologies (ITSM tools, AI, etc.) to improve support center operations and user satisfaction.
Monitoring and analyzing support metrics to identify and address areas for improvement.
Conducting regular training sessions for staff to maintain high-quality service delivery and adherence to best practices.
Qualifications:
Excellent interpersonal, communication, listening, and customer service skills.
Ability to effectively manage and motivate individuals and teams.
Strong people management skills including ability to provide effective constructive feedback and coaching.
Ability to establish and maintain key stakeholder engagement including partners, senior business leaders, IS colleagues and direct reports.
Ability to analyze data and metrics to drive decision-making and improvements.
Experience:
University degree in a related field preferred or technical school training with equivalent experience also considered.
Minimum of ten (10) years of experience in IT support management, with at least five (5) years in a leadership role within a support center environment.
Experience in the legal industry is preferred.
Proven experience with ServiceNow and ITIL/ITSM methodologies.
Experience troubleshooting basic desktop, laptop, and printer hardware issues.
Experience using problem management application, such as Footprints Tracking System
Well-versed in the use of the standard desktop applications and the ability to synthesize this knowledge and apply it when troubleshooting non-standard/non familiar software.
Understand the business function and benefit of using a problem management system as a resource for knowledge centralization and information tracking.
Strong understanding of cyber security best practices and protocols.
Familiarity with AI technologies and their application in enhancing user experience.
We are a leading global law firm, advising clients on significant transactions and disputes. Our exceptional teams craft and deploy creative legal strategies that are meticulously tailored to every matter, however complex or high-stakes. The firm s work is distinguished by a unique combination of precision and vision.
Based in the US, the Support Center Manager will oversee the operations of the Support Center, ensuring high-quality service delivery and a seamless user experience for all internal stakeholders. This role requires close collaboration with User Experience (UX) teams, including training, desktop support, collaboration, audio-visual (AV), and software and hardware asset management. A strong understanding of ITIL and ITSM methodologies is essential, along with expertise in ServiceNow. The manager will also integrate contemporary cyber security protocols into the support center model and leverage AI tools to enhance user experience.
This role reports directly to the Director of User Experience and will provide direction to Support Center Supervisor, Support Center Leads, Support Center Analysts.
This role will oversee the operations of the Support Center and will requires close collaboration with our User Experience (UX) teams, including training, desktop support, collaboration, audio-visual (AV), and software and hardware asset management.
The ideal candidate will have experience managing a sizable Help Desk team, with the ability to recommend operational changes and improvements. Experience with major projects, particularly in implementing tools like ServiceNow, is also important. A background in large Help Desk or Support Center environments preferably within a law firm or financial institution is highly desired.
We have a preference for candidates located within one of our West Coast offices. Under new leadership, the team is eager to introduce fresh ideas and evaluate current technologies, so we re looking for someone who is open to providing feedback and exploring innovative solutions. This role also has the potential to evolve into a leadership position in the future.
Responsibilities include:
Managing the daily operations of the Support Center, ensuring compliance with established protocols and standards.
Providing guidance and mentorship to Support Center staff, promoting a culture of continuous improvement.
Serving as an escalation point for complex support issues, ensuring timely and effective resolution.
Managing time-off requests for the appropriate Support Center personnel.
Maintaining and adhering to Firm-wide and departmental policies, standards, operational guidelines, and administrative procedures relating to the IS function as outlined by the Manager.
Collaborating with UX teams, including training, desktop support, collaboration, AV, and asset management, to improve service delivery and user experience.
Qualifying trouble call symptoms to assure accuracy, content, and completeness for efficient resolution.
Taking ownership of all alerts and escalations, including organizing the alert matrix, initiating escalations, and following up on open escalations to ensure closure with appropriate communications and reporting.
Implementing ITIL and ITSM best practices within the Support Center.
Developing and enforcing cyber security protocols within the support center framework.
Ensuring user reports of information security issues are timely escalated to the Information Security Team consistent with established protocols and SLAs.
Supporting the firm s ISO 27001 efforts as may be required.
Collaborating with the Information Security Team to develop and enforce cyber security protocols within the support center framework.
Staying updated on the latest AI tools and software solutions that can enhance user experience.
Evaluating and implementing new technologies (ITSM tools, AI, etc.) to improve support center operations and user satisfaction.
Monitoring and analyzing support metrics to identify and address areas for improvement.
Conducting regular training sessions for staff to maintain high-quality service delivery and adherence to best practices.
Qualifications:
Excellent interpersonal, communication, listening, and customer service skills.
Ability to effectively manage and motivate individuals and teams.
Strong people management skills including ability to provide effective constructive feedback and coaching.
Ability to establish and maintain key stakeholder engagement including partners, senior business leaders, IS colleagues and direct reports.
Ability to analyze data and metrics to drive decision-making and improvements.
Experience:
University degree in a related field preferred or technical school training with equivalent experience also considered.
Minimum of ten (10) years of experience in IT support management, with at least five (5) years in a leadership role within a support center environment.
Experience in the legal industry is preferred.
Proven experience with ServiceNow and ITIL/ITSM methodologies.
Experience troubleshooting basic desktop, laptop, and printer hardware issues.
Experience using problem management application, such as Footprints Tracking System
Well-versed in the use of the standard desktop applications and the ability to synthesize this knowledge and apply it when troubleshooting non-standard/non familiar software.
Understand the business function and benefit of using a problem management system as a resource for knowledge centralization and information tracking.
Strong understanding of cyber security best practices and protocols.
Familiarity with AI technologies and their application in enhancing user experience.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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