Technical Support Manager
LOS ANGELES-90004, CA, US
12/12/2016
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Required Skills
Company
Infinity Consulting Solutions, Inc
Experience
5 to 7 Year(s)
Job Description
Summary:
The Technical Support Manager is responsible for providing operational, customer service and technical support to the Technical Support Specialists and Team Leads.
He/she must be able to spot emerging trends, develop strategies to improve services and recommend solutions.
This position will lead our local team of Deskside Support Analysts to maintain strong relationships with lawyers and staff.
He/she will be responsible for supporting all Firm technology including telephony, communications, remote trial teams and Deskside IT support.
The Technical Support Manager must manage large and complex technology projects on schedule and across multiple offices.
He/she must stay current with technological advances and their practical uses within the Firm's environment.
Duties and Responsibilities:
Is responsible for day to day oversight of the technical support functions for assigned office(s)
Provide hands on support to lawyers and staff, as needed.
Ensure high quality and timely support services are being delivered uniformly by all technical support specialists by establishing and monitoring individual and team performance objectives
Establish, communicate and maintain standard reports for comunicating Technical Support team metrics in conjuction with corporate and local office resources
Plan work procedures, prepare work schedules and expedite workflow. This includes developing network projects and developing and maintaining procedures governing the
deployment, operation and maintenance of the office's information technology.
Establish best practices and standard procedures and ensure team compliance to established standards
Recommend or perform actions to correct problems based on hardware and application knowledge
Interview, hire and train new employees in the department
Write and communicate annual performance evaluations for direct reports
Act as an escalation point for sensitive and escalated user issues
Conduct regular coaching sessions with Technical Support Specialists to review training opportunities and individual performance metrics
Monitor support activity and inform the team of any perceived trends, positive or negative, in calls being received and/or solutions being employed
Maintain open communication with all application and development managers and solicits and responds to feedback.
Identify the need for and implement operational improvements.
Ensure utilization of and team contribution to the IT Knowledge Base.
Remain current with all technological advancements pertaining to the Firm's computers and telephone equipment
Perform other duties as required.
Qualifications:
Qualification Requirements: To perform this job successfully, an individual must be able to perform the Duties and Responsibilities (Duties) above satisfactorily and meet the requirements below.
The requirements listed below are representative of the minimum knowledge, skill, and/or ability required.
Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.
Education and/or Experience:
Required:
Bachelor's degree or equivalent combination of education and/or work experience
A minimum of 5 years hands-on technical experience in a law firm environment or related field
A minimum of 5 years in a technical supervisory role and/or IT project management
Experience with Windows compatible personal computers and other OS systems
Handheld computer experience, e.g., Android and Apple
Proficiency with Microsoft Office, Citrix and legal specific applications
Ability to adapt to flexible work hours and to carry and respond to afterhours calls on
an as needed basis to meet the business requirements of the Firm
Preferred:
Microsoft Office certifications
Law firm experience
Support within a networked Mac environment
Other Skills and Abilities:
The following will also be required of the successful candidate:
Strong organizational skills
Strong attention to detail
Good judgment
Strong interpersonal communication skills
Strong analytical and problem solving skills
Able to work harmoniously and effectively with others
Able to preserve confidentiality and exercise discretion
Able to work under pressure
Able to manage multiple projects with competing deadlines and priorities
A self-starter who desires to show ownership and commitment to the job
Third Party Applications Not Accepted
Technical Support (Level IV)
Information Technology
No Preference
FullTime Job
Other
1
Candidate Requirements
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Bachelors
Walkin Information
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Recruiter Details
Doug Klares
1350 Broadway, Suite 2205,
NEW YORK-10018, NY,
US
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