Wendel Rosen LLP is a mid-sized law firm with its primary office located in Oakland, right above the 12th Street BART station – and we have a new office in Walnut Creek. We have an immediate opening for a new position in our IT department: User Experience & Training Manager with an emphasis on supporting end-users, meeting them where they are in their current skillset and ascertain & implementing effective training programs (individual and group).
Build strong internal customer relationships to ensure the Firm is aligned to end-user needs while prioritizing key initiatives.
Ensure that all Firm personnel receive excellent, high-quality support and training services.
Ensure end-user experience is the top priority when IT is making any changes, including upgrades and scheduled maintenance.
Ensure timely responses and follows-up with all end-users regarding Help Desk issues, solutions, follow up, etc.
Communicate with dissatisfied users and work to resolve/mitigate their issues.
Help to maintain Knowledge Base and other technical documentation, educate support staff on any changes, and ensure that documentation is followed in providing service.
Analyze support tickets and recommend process improvements and changes, as needed, to improve service levels and operational efficiency.
Create user-facing communication to address service outages, system upgrades, and general IT informational announcements.
Stay on top of industry trends and make recommendations on how to improve end-user experience and productivity.
Assist other IT teams with projects and initiatives as required.
* During COVID, this position will require some work to be performed onsite at our Oakland office. We follow all safety protocols from the CDC and Alameda County.
In addition to a highly-skilled group of attorneys, we offer a congenial and informal work environment, competitive salary and excellent benefits. If you would like to join our team, please send us your resume and cover letter to firstname.lastname@example.org.
For more information about our firm, please visit wendel.com. No phone calls please. Principal parties only. Thank you.
5+ years of experience in an IT support management role.
Exceptional customer service skills
Ability to make end-users feel heard.
Technical understanding of a Windows 10/Active Directory environment.