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Technical Support Manager

LOS ANGELES-90004, CA, US
12/12/2016

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Required Skills

Microsoft Office

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