Manager of Support Services

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Job description

Our client, a multidisciplinary NYC-based law firm known for their work in the financial services sector, is looking for a Manager of Support Services.

Location: New York, NY (Hybrid 3 days/wk on site)

Type: Perm/ Full-Time

Schedule: Hybrid 3 days/wk on site

Position Summary:

• The Manager of Support Services will be at the forefront of managing a high volume of service requests daily, ensuring seamless delivery of Tier 1 and Tier 2 user support services across the firm.

• The manager will oversee the support services for the Help Desk, Desktop Support Engineers, and Applications teams, and will collaborate closely with the UX lead and the Director of Operations and Support to optimize user experiences and streamline support processes.

Essential Functions:

• Directs and supervises the service desk's daily operations, ensuring the timely and efficient delivery of support services to customers and internal business teams.

• Ensures smooth operations of the service desk, desktop support engineers, and applications teams, fostering collaboration and alignment towards common objectives.

• Drives operational performance excellence, continuously monitoring and optimizing ITSM processes to meet evolving business needs and industry best practices.

• Upholds SLAs while prioritizing customer satisfaction through swift resolution of user concerns, proactive issue resolution, and fostering clear channels of communication.

• Continue cultivating a culture of accountability, professionalism, and continuous improvement within the teams.

• Conducts thorough reviews and strategic planning sessions to address any outstanding critical matters by the end of each day.

• Analyzes ongoing major incidents, scheduled outages, and daily business events to determine staffing adjustments as necessary.

• Resolves any SLA-related concerns by evaluating IT service requests nearing or surpassing their SLAs and potentially adjusting staff priorities accordingly.

• Analyzes operational metrics regularly, identifying areas needing attention. The manager will continuously review metrics and reports throughout the day, making staffing and workflow adjustments to optimize performance.

• Ensures customer satisfaction by diligently following up on feedback and addressing any concerns raised. The manager will collaborate closely with the UX lead and supervisors to enhance client satisfaction. They will routinely review feedback from post-ticket satisfaction surveys, particularly addressing any negative responses or concerns raised by customers.

• Guides and mentors staff to enhance productivity and foster positive client perceptions. The manager is responsible for ensuring staff proficiency in customer service skills and technical expertise, often providing guidance and mentorship in these areas.

• Monitor incoming service-desk tickets to discern patterns and identify interdependencies that may not be apparent to individual agents focused on specific tickets.

• Serves as a point of escalation for incidents, service requests, or issues that exceed SLAs.

• Regularly reviews the daily summary of open issues and promptly follow up with the responsible team(s) to ensure timely resolution.

• Engages in staffing functions, including recruitment, training, scheduling, and conducting performance evaluations.

• Collaborates closely with fellow team members to strategize and deliver a seamless technology experience for all firm personnel, from inception to implementation.

• Stays abreast of the latest trends in user experience within similar organizations, ensuring our approach remains current and competitive.

• Engages in collaborative efforts with various teams within the IT departments to maintain focus on delivering an optimal user experience and ensuring high levels of customer satisfaction.

Education:

• Bachelor's degree in Information Technology or related field and/or equivalent combination of education and experience

Qualifications:

• Previous management experience with the ability to delegate tasks as necessary is highly preferred.

• Proficient in understanding and diagnosing various computer and software applications.

• Demonstrates strong analytical skills, capable of prioritizing issues, anticipating consequences, making decisions, and taking action with meticulous attention to detail.

• Possesses technical acumen and computer literacy, coupled with considerable patience and the ability to handle situations diplomatically and assertively.

• Skilled in solving practical problems and navigating diverse scenarios with a blend of abstract and concrete variables, particularly in environments with limited standardization.

• Exhibits excellent presentation, advocacy, interpersonal, and communication skills.

• Demonstrates adeptness in handling situations with diplomacy and assertiveness.

• Must collaborate with others professionally and respectfully.

• Capable of synthesizing complex, interdependent, and occasionally conflicting needs.

• Maintains awareness and practical understanding of current technologies, their application, and relevance to digital experiences.

• Possesses a working knowledge and background in service desk operations, as well as experience with Windows-based workstations and related peripherals.

• Previous experience in a law firm or professional services environment is desirable.

Salary: $170-200 base

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