Help Desk Manager

Description

Summary

The primary function of the Help Desk Manager is to manage the performance of the desktop support team to ensure service levels are achieved or exceeded. This Manager must maintain a strong understanding of the user environment and experience in order to ensure Help Desk support provides exceptional customer service and incident response. Responsible for managing the daily operations of the Help Desk and Escalations teams by organizing resources, scheduling staff, prioritizing ticket and project demands, counseling and training staff and optimizing processes and procedures to deliver first class service to the firm.

Please submit your application by no later than 45 days following the posted date. Applications received after this date may not be considered.

Required Education & Experience

• College degree or equivalent work experience.
• 3 years of supervisory experience.
• Minimum 5 years of Help Desk experience.
• Advanced knowledge of troubleshooting complex issues, such as remote connectivity, software and hardware.
• Proficiency in document management systems.

Preferred Education & Experience

• Law Firm experience preferred.
• Working knowledge of problem management and ITIL framework for root cause analysis and preventative measures preferred.
• Experience with virtualization (VMware), VPN, Microsoft Endpoint Configuration Manager (formerly System Center Configuration Manager) and Active Directory a plus.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Help Desk Oversight (45%)
  • Oversee daily Help Desk activities including customer service, technical troubleshooting, incident resolution and problem management. Recognize opportunities for improvement and implement processes to enhance Help Desk operations.
  • Responsible for team scheduling, prioritization, and timely completion of service calls and projects.
  • Perform efficient incident and problem management by providing complex technical troubleshooting, root cause analysis, resolution coordination and effective communications.
  • Ensure Help Desk professionals follow guidelines and best practices for customer support, troubleshooting and use of the ticketing system. Implement and maintain quality assurance measures to ensure that our Help Desk and department deliver the best possible service experience.
  • Manage documentation in support of daily operations such as standard operating procedures, troubleshooting guides and escalation procedures.
  • Analyze data to drive continuous improvements in customer service and incident management.
  • Collaborate with firm leadership to establish best practices, policies, and guidelines regarding the firm's software and technologies.
• Project and Task Management (25%)
  • Maintain organizational strategy to track and deliver projects and tasks.
  • Clearly communicate project and task expectations to Help Desk professionals.
  • Create project plans for department initiatives and collaborate with project managers to support technology implementations.
  • Collaborate with Senior Manager of User Experience and other technology leadership for the roll out of new desktop equipment and software.
  • Analyze user feedback and concerns relating to the firm's technology by conducting testing and/or studying feedback.
  • Ensure timely completion of projects in support of department initiatives.
• Team Leadership, Development and Administration (25%)
  • Recruit, manage, and further the professional development and personal growth of Help Desk staff by providing professional development programs and continuing education opportunities.
  • Empower and mentor Help Desk professionals to deliver exceptional customer service that improves our users' experience with technology.
  • Plan the Help Desk budget and forecast costs as required by organization planning and budgeting systems.
• General and Administrative (5%)
  • On-call duty as needed.
  • Performs other duties as assigned.

Competencies

• Strong verbal and written communication skills.
• Self-motivated with excellent organizational skills and attention to detail.
• Highly professional with a strong customer service orientation, commitment to meeting deadlines, and ability to multitask in a fast-paced and dynamic environment.
• Strong professional, independent thinking skills with strength in problem solving and the ability to offer constructive opinions and creative solutions.
• A team player who motivates and educates other team members.
• Regular and predictable attendance is an essential function of the position.

Supervisory Responsibility

This position includes supervisory responsibilities.

Travel

Travel required, as necessary.

Work Environment & Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the responsibilities of the position, these work environment characteristics are representative of the environment the person in this position will encounter. While performing the duties of this job, the employee will work in a professional, fast paced office environment that may require additional hours to complete work.

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the position. If an employee is unable to perform the essential functions of the position, Stinson LLP will evaluate whether a reasonable accommodation can be made to enable the employee to perform the described essential functions of the position. Generally, due to the nature of this office position, while performing the responsibilities of the position, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds. Vision abilities required by the job include close vision.

AAP/EEO Statement

Stinson LLP is an equal opportunity employer. We encourage qualified minority, female, veteran, disabled and other diverse candidates to apply and be considered for open positions. We offer a competitive compensation and benefits package.

Stinson LLP is a federal contractor. Information gathered through applicant Voluntary Self-Identification will be used periodically with various government agencies for statistical reporting and to measure the effectiveness of our Affirmative Action and EEO outreach efforts. All information is .