Prestigious international law firm seeks a Manager for their national help desk which supports over 6000 users. This is a fantastic opportunity since this manager will have authority and responsibility for redesigning the entire Help Desk structure including the selection of a new tracking system, the definition of processes, the development of the national support team, the internal marketing of the services, and whatever else the manager deems necessary for the success of the organization. Build your department, your way!

The Help Desk Manager is directly responsible for the development of processes and procedures relating to first level Help Desk support functions firm-wide, as well as leading a qualified team of help desk support staff in providing excellent front-line telephone support to all customers in the use of the firm’s computer technology.

Essential functions and responsibilities

Develop, monitor and improve upon the Help Desk model firm-wide including but not limited to (60%):
• Assist with the design, development and implementation of a centralized help desk model;
• Continually analyze current processes and make recommendations and adjustments to improve upon the customer-experience;
• Implement improvements to achieve and deliver higher quality services;
• Assist with the design, development and management of the firm’s inventory management and call-tracking system, including project management and technical design responsibilities with respect to future migrations and upgrades;
• Analyze Help Desk activities and documented resolutions, identify problem areas, and implement processes to enhance quality of service and to prevent future problems;
• Use of Crystal Reports to develop reports from the inventory and help desk call tracking system
• Responsible for managing projects and leading teams to meet firm objectives as required;
• Acts as a resource to customers, senior management and IT management and staff regarding all areas of the Help Desk function for customers;
• Keeps abreast of technology advances, trends, hardware/software products relative to customer support services;
• Continually monitor Help Desk staff activities and develop formal procedures to ensure firm-wide consistency with respect to problem solving techniques and efficiency;
• Participate in development, testing, and implementation of firm technology;

Oversee the day to day activities of the firm’s Help Desk operations including, but not limited to (40%):
• Evaluate, manage and direct Help Desk staff in providing first level support;
• Manage the processing of requests to ensure courteous, timely, and effective resolution of customer issues;
• Solve problems and makes decisions on a daily basis relative to Help Desk responsibilities;
• Assess and monitor skills, performance, quality, and efficiency of Help Desk staff and the processes and procedures in effect, and provide training and mentoring as needed to accomplish firm goals and objectives;
• Manage staff work schedules to ensure Help Desk coverage during normal business hours, after hours and on-call support, including international offices;
• Prepare and conduct performance evaluations, recommend salary adjustments and promotions, conduct hiring, termination and disciplinary processes;

Knowledge and skills:

• Bachelor's Degree required
• 3+ years of managerial experience (required) and at least 2 years law-firm or professional services firm experience (required).
• Functional knowledge of:
o Microsoft Office suite (Word, Excel, Outlook, PowerPoint) (required);
o Document management systems (required), Hummingird DM (preferred);
o Relational database structures (required)
o Active Directory (preferred)
o Windows XP (preferred);
o Crystal Reporting (preferred);
• Strong technical understanding and aptitude with respect to personal computers, network systems and databases (required);
• Strong documentation skills (required);
• Able to read, understand, interpret, and effectively lead with respect to troubleshooting software and hardware issues (required);
• Able to manage multiple high priority projects and initiatives in a fast paced highly technical environment (required);
• Knowledge and experience with Help Desk call tracking software and use of reporting tools (required);
• Strong knowledge of Internet technologies in order to conduct research to resolve problems and to best leverage the capabilities of our products and services (required).

Interested candidates should submit a resume and salary requirements to kmckinney-a9hu/5vR7l58UrSeD/g0lQ@public.gmane.org

Khrys McKinney

kmckinney-a9hu/5vR7l58UrSeD/g0lQ@public.gmane.org
NewLaw, Inc.
1200 Smith Street
1600 TwoAllenCenter
Houston, TX77002
Phone: 713-353-3927