Our client is looking to hire the Manager of Support Services for a fulltime position in NYC (Midtown). Candidate will be responsible for overseeing the delivery of Tier 1 and Tier 2 user support services within the firm, managing the Help Desk, Desktop Support Engineers, and Applications teams. This role focuses on ensuring efficient operations, optimizing IT service management (ITSM) processes, and enhancing user experiences. The manager will collaborate closely with the UX lead and Director of Technology Operations and Support to maintain high service levels and foster continuous improvement within the teams.
Manager, Support Services - Information Technology
Fulltime Position
NY City, NY
Essential Functions:
- Supervise daily operations of the service desk, ensuring timely support for customers and internal teams.
- Oversee the smooth functioning of the service desk, desktop support engineers, and applications teams, promoting collaboration and alignment.
- Drive operational excellence by continuously monitoring and refining ITSM processes to meet business needs.
- Uphold SLAs and prioritize customer satisfaction through quick issue resolution and clear communication.
- Cultivate a culture of accountability, professionalism, and continuous improvement within the teams.
- Conduct strategic planning sessions to address critical issues by the end of each day.
- Analyze major incidents, scheduled outages, and daily events to adjust staffing as needed.
- Evaluate IT service requests nearing SLAs and adjust staff priorities accordingly.
- Regularly review operational metrics and adjust staffing and workflows to optimize performance.
- Ensure customer satisfaction by addressing feedback, particularly negative responses from satisfaction surveys.
- Guide and mentor staff to enhance productivity and client perceptions, focusing on customer service skills and technical expertise.
- Monitor incoming service-desk tickets to identify patterns and interdependencies.
- Serve as a point of escalation for incidents or issues exceeding SLAs.
- Review daily summaries of open issues and follow up with responsible teams for resolution.
- Engage in recruitment, training, scheduling, and performance evaluations of staff.
- Collaborate with IT teams to deliver a seamless technology experience for firm personnel.
- Stay updated on user experience trends to ensure the firm's approach remains competitive.
- Work with various IT teams to focus on delivering an optimal user experience and ensuring high levels of customer satisfaction.
Education:
- Bachelor’s degree in Information Technology or related field, or equivalent combination of education and experience.
Qualifications:
- Management experience with the ability to delegate tasks effectively.
- Proficient in diagnosing computer and software applications.
- Strong analytical skills with attention to detail, decision-making capabilities, and problem-solving abilities.
- Technical acumen with patience and diplomacy in handling situations.
- Skilled in solving practical problems in environments with limited standardization.
- Excellent presentation, advocacy, interpersonal, and communication skills.
- Ability to collaborate professionally and respectfully with others.
- Capable of synthesizing complex needs and maintaining awareness of current technologies.
- Experience in service desk operations, Windows-based workstations, and related peripherals.
- Previous experience in a law firm or professional services environment is desirable.
If available and interested, contact Shilpi at shilpi.basu@itmmi.com for more details. Your response/ referral is highly appreciated.