Help Desk Shift Supervisor

New York, NY

M-F, 12pm-8pm

Summary

Under general supervision and according to established policies and procedures, the Help Desk Shift Supervisor position involves extensive team and end-user interaction. The Help Desk Shift Supervisor maintains positive contact with attorneys and support staff and observes confidentiality of personnel and Firm matters. The primary objective of the Help Desk Shift Supervisor is to ensure exceptional customer experience in accordance with Firm performance and quality standards.

The Help Desk Shift Supervisor is responsible for the day-to-day operations of the Incident Management, Access Management, and Problem Management processes for service solutions delivered by or through the Help Desk. Suggests improvements to processes and is a knowledge resource for other team members. Spends the majority of their time supervising the Help Desk team.

In consultation with the Operations Manager, the Help Desk Shift Supervisor contributes to the efficient allocation of computer hardware and software resources, maintains business applications, and ensures the reliability and sustainability of information and staffing resources.

Essential Duties and Responsibilities

“Essential Functions” are primarily job duties that incumbents must be able to perform unassisted or with some reasonable accommodations made by Firm.

• Supervise staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed
• Train staff on operational procedures and troubleshooting techniques
• Coach team members on performance, completes employee performance evaluations and recommends pay actions
• Efficiently maintain operational integrity of IT Help Desk services provided
• Use Help Desk ticket system (Service Now) to manage all requests providing Level 1 and 2 technical support
• Review of Service Now tickets and manage quality measures for team and individual performance
• Act as an IT team representative for intake of user assistance requests
• Interface with users via telephone or in person to identify, research, and diagnose problems
• Implements appropriate steps to resolve issues or engage other internal/external technical staff to assist, as needed
• Closely monitor open/solved issues and problems, and create/update appropriate knowledgebase articles to serve as a resource for use in future problem solving
• Support IT staff with various projects
• Based on guidance and operational initiatives, create and monitor performance management plans that address operational initiatives, including metrics and deliverables
• Monitor escalation of items as appropriate to Level 3 support staff
• Monitor Dashboard to ensure that operational-level agreements are being met.
• Perform installation/updates of required hardware/software throughout the organization using Systems Center and related tools
• Assist with managing all hardware and software inventory and licensing within Service Now
• Provide Help Desk coverage if needed 

Supervision and Leadership

• Responds promptly to customer needs; takes a customer-centric approach to problem-solving; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments; manages difficult or emotional customer situations; fosters relationships
• Advocates technology changes that provide value and support Firm/Department goals; champions a cohesive and consistent approach to improvement within the Help Desk team for the betterment of the Firm
• Focuses on solving conflict; maintains confidentiality; listens to others; keeps emotions under control; remains open to others’ ideas and has a willingness to try new things; creates and fosters lines of communication that help multiple groups within Operations to identify solutions; leverages networks of people to better define and solve problems; ensures that systems and procedures are in place to assure that all relevant information is shared consistently
• Responsible for team mentoring and reviews
• Plans, organizes, and coordinates formal and informal orientation and training of employees under direct supervision
• Coordinates and allocates workload when necessary and helps define priorities – approving the use of overtime when necessary
• Provides leadership by disseminating information, providing feedback, advising and coaching
• Maintains and consistently demonstrates a general knowledge of Firm guidelines, processes, practices, and procedures 

Knowledge, Skills, and Abilities

• Thorough knowledge of service offerings, customer service principles and processes,  back-office server applications; desktop applications; web-based applications; client/server applications; computer/networking hardware; standard operating systems; common third-party software applications; internally developed custom applications; application integrations; networking protocol; and any other computer-related technologies
• Mastery of computer networking, application interoperability, and operating system concepts
• Knowledge of Active Directory Users and Groups
• Ability to work independently and as part of a team in carrying out sensitive and time-critical projects
• Excellent written and verbal communication skills including the ability to communicate technical concepts to technical and non-technical users
• Must be a team-oriented person who can share information, goals, opportunities, successes and failures with the appropriate parties
• Thorough understanding of the sensitivity of the Firm’s data systems and information and the importance of fast, reliable, simple access to all of the Firm’s key systems
• Meticulous organizational skills
• Ability to multi-task, organize, and prioritize numerous tasks and complete them in a timely manner
• Ability to work efficiently in a fast-paced, highly-pressured environment, performing well under deadlines
• Experience with
• Exchange ActiveSync, Android devices and iOS devices
• Distributing enterprise applications for iOS devices
• Mobile Device Management via Airwatch (MDM)
• Virtual Private Network (VPN) setup
• Wireless network (Wi-Fi) setup
• Ability to think independently and apply good judgment 

Education and Experience

• Bachelor’s degree in Computer Science and/or Information Systems
• Minimum 5 years of IT experience and legal applications management
• Lead/Coordinator or Supervisory experience is required
• Law firm experience required
• Windows 10 and OS X experience required, Microsoft Office 2016 support experience preferred
• Strong working knowledge of other legal applications such as iManage, Elite, Workshare, etc. strongly preferred

Working Conditions

• Normal office environment with little exposure to excessive noise, dust, temperature, etc.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.