Technology Support Lead

Job title:

Technology Support Lead

Company:

White & Case

Job description

Firm SummaryThe purpose of this role is to lead, manage and coordinate the provision of IT Support Services and other Technology services within local office(s) / region and, working with the Regional Technology Support Manager within the local office(s) and region.The primary responsibilities of this role are:¨ Provide leadership and direction within the IT Support Services function.¨ Manage, lead and supervise the Support Services function and team within a particular office and region.¨ Develop provide, manage and revise Technology services, standard procedures, best practices and support in the areas of: Service Delivery, Operations, Security, Applications and Project deployment.¨ Develop and maintain relationships, with key stakeholders, user forums, practice areas, business support functions as may be assigned or as may be appropriate within a particular office and region.Duties and AccountabilitiesLeadership of the Support Services function¨ Provide leadership in the Support Services function, set targets and goals for improvement as directed by Firm Strategy.¨ Work with Service Delivery to devise and implement:¨ Continuous improvement process for the Support Services function.¨ Problem management process.¨ Appropriate metrics and reporting for the Support Services function.¨ Promote Best Practice standards based on ITIL.¨ Develop and promote a better understanding of the business and practice of law within the Support Services teams.Management of the Support Services function¨ Supervise and coordinate the duties of the Support Service team to provide a support service with the local office and region. This will entail: managing escalated user queries from the Service Desk; problem solving and addressing hardware and software problems; and implementing, maintaining and managing the desktop computers, laptops, printers and other hardware, along with maintain full coverage during core working hours.¨ Hold regular team meetings to keep staff apprised of events & procedures.¨ Maintain a high degree of customer service for all support queries and adhere to all service management principles.¨ Evaluate, conduct and contribute to Performance Appraisals for Support Services staff as necessary, recommend staff salary adjustments in conjunction with the Technology Regional Support Manager.¨ Monitor the call queue within Service Manager to ensure calls are resolved in an efficient manner and to ensure that all work is logged and tracked through Service Manager Service Desk system. Revise and manage processes as necessary.¨ Maintain and deploy PCs based on the current W&C standard image and deployment methods. Recommend changes or updates to the process as necessary.¨ Manage and maintain equipment inventory records via serial number, user and location to include: PC/Laptops, Mobile Device (i.e. iPhone), telephones, monitors, printers and other peripherals.¨ Maintain accurate accounting of all loan devices to include: PC/laptop, Mobile Device (i.e iPhone), printers and peripherals including coordination and timely return of all leased equipment.¨ Independently ensure that PC assignment, account and office setups are completed before start date for all new joiners.¨ Support and guide the Audio Visual team with the coordination and setup of all conference room booking requests that require Computer/Audio/Visual technology usage.¨ Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient communication and ensure these are reflected in the Service Manager Knowledge Base.¨ Independently ensure that all computers within the local office are fully compliant with the firm’s standards.¨ Empower and motivate staff by sharing information, knowledge and skills.Coordinate the provision of other Technology services¨ Coordinate the provision of other Technology services, standard procedures, best practice and support in the area of: Service Delivery, Operations, Security, Applications and Project deployment within a local office and region.

¨ Develop and lead Change Management process for all changes as appropriate within a local office and region.¨ Ensure that the Technology Security Policy is adhered to and that any breach or suspected breach in security is reported to the Security Manager.¨ Ensure that the Technology policy and procedure for all equipment, software and services is adhered to, properly managed and reported.Additional Responsibilities¨ Participate on global/regional/office project teams as requested by management.¨ Participate in meetings related to the activities of the IT department or related projects, when requested.¨ Maintain professional and technical knowledge by reviewing related professional publications.¨ Stay in tune with the Firm’s growing projects for practical experience.¨ Exercise professional judgment in attendance and time keeping.¨ Maintain professional and comfortable interaction with all levels of staff.¨ Maintain a professional demeanor at all times.¨ Uphold firm, departmental and team rules and procedures.¨ Contribute to team effort through communication, cooperation and coordination with other team members.¨ Maintain the practice of continuous improvement and education by attending seminars, etc., and keeping current on new leadership skills.¨ Maintain professional and technical knowledge by reviewing related professional publications.¨ Undertake any other reasonable duties as requested by IT management.Qualifications¨ Team player who is ambitious and motivated.¨ Excellent interpersonal skills and patience working with others.¨ Must be able to multitask and work in a fast-paced environment.¨ Must have excellent communications skills, customer service skills, problem-solving/trouble-shooting, follow-up skills and organizational skills.¨ Excellent verbal and written presentation abilities.¨ Detail and service-oriented team player who can be flexible with hours, if necessary, and can work independently.¨ Capable of grasping new concepts without prior experience.¨ Thorough knowledge of complex automated information systems management as normally acquired through a Bachelor’s degree, computer science business administration – or, the equivalent experience.¨ Five plus years of progressively responsible work experience with legal or other professional service organizations in order to gain experience in managing automated information systems including strategic planning, analyzing complex issues and difficult systems problems.¨ Ability to communicate complex systems information and ideas effectively and efficiently to attorneys, managers and staff – often with minimal preparation.¨ Ability to rapidly analyze issues, anticipate consequences, make decisions and initiate action.¨ Interpersonal skills necessary in order to maintain effective relationships with partners, attorneys, clients and staff in person, by e-mail and telephone; to manage staff, facilitate individual and group meetings dealing with the law office systems and technology.¨ Ability to demonstrate extensive knowledge of information processing with diverse, changing applications, advanced technical experience with micro- and minicomputers.¨ Must have excellent communications skills, customer service skills, follow-up skills and organizational skills.¨ Excellent problem solving and troubleshooting skills with the ability to think “outside the box.”¨ Strong analytical skills.¨ Ability to travel if needed.*The above is only a general description of the essential duties associated with this position. It is not an exhaustive or comprehensive list of all duties of the individual holding such position. The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

Expected salary

Location

Milano

Job date

Thu, 25 Jul 2024 03:37:48 GMT

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