Salary: Open + Bonus
Location: Houston, TX
On-site: 5 days/week
Travel: Once a quarter to Austin/Dallas
*We are unable to provide sponsorship for this role*
Qualifications
- Bachelor's Degree or work equivalent.
- A high level of proven management experience in a professional services environment.
- A high level of proven experience leading Firmwide organizations.
- Strong Technical Background.
- Strong verbal and written communication skills.
- Excellent People skills and ability to work will all levels of staff.
- Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.
- Knowledge and the ability to support Microsoft operating system, Suite, and 365 including networking component, hardware, peripheral devices.
- Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business.
- Knowledge of ticketing applications.
- Proficient in Windows 10/11 OS and core application suite; including the Microsoft Suite.
- Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix.
Preferred
- Law Firm industry experience, managing a help desk or desk side.
- Audio Visual experience.
Responsibilities
- Develop and manage Operating Level Agreements (OLA's) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support.
- Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization.
- Intermediate PC troubleshooting and assists other team members in troubleshooting and diagnosing issues.
- iOS setup and troubleshooting.
- Documents new findings, solutions, and processes.
- Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices.
- Adheres to use of call ticketing system for each incident (eg, request, issues, etc.).
- Understands and follows ticket ownership guidelines and system usage.
- Adheres to written procedures, checklists and all quality control associated with project rollouts.
- Participates in projects, tasks, or issues to ensure they are completed.
