The Technical Support Services Manager will provide overall leadership and oversight to the Service Desk and Desktop Support teams. Reporting to the IT Director, this role is expected to manage the day-to-day operations of Technical Support Services (Service Desk & Desktop) according to industry best practices, while ensuring a high level of customer support across all offices. In addition, the manager will be responsible for the hyper-efficient and cost-effective delivery of IT services through a model of operational excellence built on a solid foundation of high standards, proven procedures, and optimal staffing of highly skilled resources.
Oversee a staff of Service Desk and Desktop Analysts / Engineers, providing exceptional customer support to a regional professional services firm.
Streamline Service Desk procedures in order to achieve optimum efficiencies and performance.
Improve efficiency and consistency by identifying opportunities to automate routine and complex tasks.
Provide executive management performance reports on incident statistics, customer satisfaction surveys and training opportunities.
Train, coach, mentor and provide professional development to Service Desk and Desktop Analysts / Engineers.
Measure, monitor and improve customer support experience for all incoming support requests.
Implement, manage and track internal SLA’s.
Implement and report on KPI’s for the Technical Support Services team.
Manage Service Desk and Desktop Analyst schedules to ensure adequate resources are available to support internal and external stakeholders 24/7.
Provide technical support on varying IT incidents including identifying, researching, and resolving technical problems.
Ensure smooth escalation to the Network Operations team and key business partners as necessary.
Provide direction to Service Desk Analysts to ensure accurate and clear follow-up on open incidents.
Review, track and analyze incidents to point of resolution in accordance with defined SLA’s, including: Reduce number of inbound / abandoned calls as well as training, and resolve top support incidents; Periodic follow-up with stakeholders once incident is closed; Identify root cause to ensure permanent resolution; Analyze call and ticket data to assess customer service performance and provide weekly statistical reports on Service Desk and Desktop performance; Evaluate, document and identify gaps in current process and build remediation plans to ensure excellent customer service.
Main point of contact for Intelliteach - Serve as liaison between internal IT Staff and Intelliteach. Duties include communicating with the Intelliteach Client Services Manager about upgrades, outages, ticket concerns, escalations changes, holidays and any other topics concerning the firm’s technology and support. Serve as main point of contact for Intelliteach.
Relay Intelliteach information to Firm’s IT Department - Communication to Firm of any planned/unplanned downtimes. IQTrack upgrades, changes in staff.
Act as a focal point while enhancing the rapport between internal IT staff/ Intelliteach and the customer. Act as a major escalation point for critical IT issues.
Monitor monthly IntelliTeach reports to ensure contract obligations are met.
Monitor escalation procedures to ensure they are efficient, and problem resolutions are accurate and timely.
Review open calls through IQTrack to ensure internal IT staff are resolving tickets in a timely manner in order to decrease the number of open calls that need to be updated or potentially closed.
Work with other IT managers to provide timely resolutions to known issues. Work closely with Training Manager to report on known training issues in an effort to decrease call volume.
Monitor resolution of support requests and their timely completion, escalating support requests, as required, and in accordance with established procedures.
Provide periodic reports to upper management on call volume, number of open calls, resolution rate and response time
Stradley Ronon is an Equal Opportunity Employer
No Agencies Please
Bachelor Degree in IT or equivalent work experience.
Three to five years’ of IT management experience within desktop support and customer service role.
Excellent verbal and written communications skills, strong interpersonal communication skills, problem solving and organizational skills.
Ability to communicate both verbally and in writing and to work effectively with individuals and teams, including non-technical stakeholders.
Ability to prioritize tasks and manage competing demands.
Knowledge of desktop computer operations including network connectivity, installation, maintenance, configuration of hardware, operating systems and software applications.
Experience using Incident Management software for managing support requests.
Familiar with ITIL concepts, practices, and procedures.
Microsoft and ITIL Foundation certifications desirable.
Previous law firm or professional services experience preferred
Outgoing, personable, discrete and capable of being client-facing; able to engender trust.
Strong analytical, problem-solving, organizational and planning skills.