Job Description

Job Description:

Perkins Coie LLP has an immediate opening for a Director of IT Customer Services. This position is responsible for the strategic direction, & overall productivity, efficiency & effectiveness of four distinct areas including the Service Desk, Audio Video, Technology Education, & events support. These groups are tasked with collaboratively providing exceptional support to internal firm customers. The Director of Customer Service will be responsible for:

• Service Desk – Identification & implementation of all customer service support strategies & processes with a specific focus on continuous improvement & developing new strategies & ideas to constantly adjust service protocols to maximize value to our consumers. Additionally, the position will be responsible for the end-user communication process & will be relied on to help ensure service offerings, service issues, & other key messages related to firm operations are clearly communicated to internal constituents.
• Technology Education – Drive technology education awareness through the development of training standards, training curriculum & programs that leverage distance learning & e-learning best practices. Partner with various departments to provide technology project training & change management support to firm initiatives.
• Audio Video – Implementation of holistic firmwide AV standards, video technologies, & webinar solutions. Utilizing best of breed technologies, provide service centric AV solutions to facilitate webinars, in person presentations, & virtual meetings on various platforms. As a key member of the firm’s real estate team, design & oversee conference center construction & design using leading audio video technologies.
• Firmwide Events – Partnering with the firmwide events team, oversee all technology & support aspects for various events including regional attorney meetings, staff meetings, & yearly partner meetings.

Essential Functions:

Team Leadership: Will focus on identifying & implementing strategies & initiatives that will improve how the Service Desk interacts with internal customers. Responsible for establishing & maintaining positive working relationships with firm leadership, peers & end-users. Will serve as a liaison for the Service Desk to other organizations within the firm. Ensures effective thought leadership in the area of customer service excellence.

Supervisory/Organizational Control: Works with Technology Department leadership to drive customer experience satisfaction efforts. Works with Customer Support Manager regarding employee management decisions & personnel issues & actions. Works with the Service Desk leadership to evaluate work plans, policies & procedures, & broad organizational goals, suggests improvements, & collaborates with others to generate ideas & improve processes. Provides key input regarding hiring, terminations & other personnel related issues.  Responsible for employee performance evaluations during the annual Focal Review process. Reviews metrics for team & participates in ticket reviews to ensure quality service & accurate information is provided to users as well as seeking constant improvements in process, recognizing trends & innovating long term solutions.

Project Support: Initiates & directs Service Desk projects & represents the Service Desk in departmental project planning meetings. Works with other firm-wide project teams to develop & implement success metrics & measures to gauge effectiveness & evaluate outcomes from a customer perspective.

Communication: Responsible for communicating with stakeholders & customers across the firm, & specifically facilitating communication with key contacts (e.g., local Directors of Office Administration) on those issues related to customer support issues, initiatives & important updates. Responsible for working closely with other leaders of the firm’s Technology function, along with leaders in other HQ teams, to develop, implement, manage a customer experience feedback program designed to improve the quality & relevance of the service delivery functions.

Other: Stay current with internal & external developments in technology, best practices for end-user support, & on developments within the legal industry ecosystem that materially relate to delivery of exceptional customer service and, more broadly, directly to the mission of the firm’s Technology Department & other HQ services functions. Position will require travel on a regular basis.

Required Skills:

Communications skills:

• Ability to communicate effectively both orally & in writing with all levels of firm personnel
• Ability to affectively listen to customer’s requests & needs

Customer service & interpersonal skills:

• At least 5 years of senior management leadership in the customer service & customer experience/engagement arena
• A deep & broad understanding of creating an exceptional customer experience, identifying opportunities for improvement & subsequent implementation of plan
• Ability to establish & facilitate effective working relationships with all levels of firm personnel with varied personalities.
• Maintain a professional demeanor under stressful conditions
• Proven ability in leading, coaching & mentoring employees
• Ability to gain an in-depth knowledge of customer business needs & workflow
• Ability to navigate departmental & Firm organizational structures in order to understand issues & facilitate resolution

Problem solving skills:

• Strong process/project management skills with the ability to manage & implement strategies rapidly
• Ability to quickly identify root causes of issues & organize & prioritize multiple competing deadlines
• Works well under pressure & adapt to a changing environment
• Takes ownership of issues & follow-up on the status from inception to completion
• Ability to identify relevant concerns, factors, patterns, tendencies & relationships to formulate logical & objective conclusions & recognize alternatives or develop logical plans to address user needs.
• Ability to take analytical findings & convert them into actionable process changes
• Ability to understand business drivers in order to map process solution design
• Comfortable with technology & preferably worked in a technology department in the past or heavily collaborated with one

Delegation & responsibility:

• Must be able to manage multiple priorities under tight deadlines in a dynamic environment

• Must be able to effectively assign responsibilities to team members to maximize resources, & track those delegated actions to completion
• Ability to prepare & manage to a departmental budget.

Education & Experience:
Requires a minimum of 8 years’ experience in a customer support environment or equivalent with at least 5 years at a senior manager level. Technology support experience preferred. An Associate’s or Bachelor’s degree is preferred. Law firm or professional services experience preferred. Customer support program development experience preferred.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

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