Wiley Rein LLP is a leading law firm widely recognized for excellence, integrity, and efficiency. With offices in Washington, DC and Northern Virginia, the firm has over 270 attorneys practicing in more than two-dozen specialties of law. Wiley Rein offers an excellent benefits package including medical, dental, vision, tuition reimbursement, qualified transportation program, a generous retirement plan, fitness center and much more.
POSITION SUMMARY:
The Technical Support Service Manager's role is to oversee the technical support services staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of help desk functions. The Technical Support Service Manager will also contribute to problem resolution by providing in-person, hands-on support to end users at the desktop level.
RESPONSIBILITIES:
* Oversee day-to-day activities of our technical support operations
* Establish and enforce Help Desk service levels agreements in consultation with customers to establish problem resolution expectations and timeframes.
* Analyze performance of Help Desk activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems.
* Plan and conduct performance appraisals of Help Desk staff.
* Prepare budget proposals and operational expenditure statements.
* Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.
* Liaise with vendors for the procurement of technologies or services, oversee installation and resolve adaptation issues.
* Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
* Design and enforce request handling and escalation policies and procedures.
* Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
* Monitor and test fixes to ensure problems have been adequately resolved.
* Access software updates, latest drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
* Track and analyze trends in Help Desk requests.
* Generate weekly and monthly statistical reports with analysis and recommendations.
* Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
MINIMUM QUALIFICATIONS REQUIRED:
* Proven customer service skills; highly customer focused, team oriented and results driven.
* Demonstrated progressive experience in the management of a technical support team.
* Demonstrated ability to effectively prioritize and execute tasks in high-pressure and stressful situations.
* Law firm or other professional services experience preferred.
* Excellent oral and written communication skills.
* Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
* Skills in problem analysis, documentation and resolving IS problems.
* Highly advanced support skills within the Microsoft environment, specifically related to XP, Office, Exchange and Outlook.
* College diploma or university degree in the field of computer science, information sciences, or related field and/or 7 years equivalent work experience.
