Job Description

• Supervises the daily workload and performance of the IT Operations Technician team with a focus on customer service, operational excellence, and continuous service improvement.
• Ensures quality ticket creation and escalation by IT Operations Technicians, and analyzes ticket quality and volumes to identify priorities for problem management, as well as areas requiring process, role, or technology improvement.
• Ensures consistent and efficient support performance through team’s review of and attention to knowledgebase articles.
• Prioritizes and coordinates distribution of work, and tracks individual progress on project assignments and aging tickets.
• Provides operational updates to management regarding recent issues, process improvement ideas, and anticipated work.
• Channels user and support issues to the appropriate IT teams as a feedback loop for all technology services, including infrastructure, systems/platforms, and applications.
• Reinforces and improves support escalations in order to maximize user productivity and experience.
• Monitors and maintains the integrity of IT assets and inventory through well-documented processes and application of the Configuration Management Database (CMDB), including hardware asset lifecycles (in-office equipment and at-home equipment) and new hires and departures.
• Leads the professional development of direct reports by way of providing on-the-job-training, endorsing the pursuit of certifications and ongoing training, and making appropriate project assignments.
• Provides coaching and feedback to direct reports for both technical skills and soft skills to provide excellent customer service.  Formally reviews and evaluates the performance and work of team members and prepares performance evaluations.
• Manages support services and escalations within and outside of standard business hours in line with established service level objections.
• Participates and leads resources in support of business initiatives such as information governance, security compliance and remediation, and e-discovery processes.
• Contributes to the annual operating and capital expenditure budget planning process.
• Contributes to the development of IT policies, procedures, and best practices.
• Supports the development and use of automation via scripting and tools to reduce repeatable inefficient tasks.

• Ability to assess business impact of incidents, problems, and crises in order to prioritize and resource ideal solutions.
• Adequate technical skill and ability to serve as a support escalation point and help design escalation workflows.
• Must have the ability to interpret data to form conclusions and/or present solutions to identified issues.
• Must have the ability to identify and establish standard processes, identify and track Key Performance Indicators, and manage personnel to achieve key metrics.
• Must have a senior-level skill and experience with endpoint technologies and related network connectivity.
• Ability to work autonomously; capable of prioritizing work, resolving issues, and where necessary escalating issues with recommendations for resolution.
• Ability to conduct comprehensive research into endpoint technologies.
• Must have the ability to understand business requirements and effectively communicate technical challenges and requirements in lay terms for a clearer audience understanding of capabilities and limitations.
• Must have the ability to read, write and communicate fluent English; ability to compose documents in the appropriate business style using correct grammar and spelling; ability to communicate clearly using proper grammar and dictation over the phone.
• Must possess a high level of professionalism and interpersonal skills so as to be able to work well with employees at all levels within the organization and maintain all information in the strictest of confidence. Required to use tact and diplomacy when dealing with others.
• Must possess attention to detail, ability to balance multiple projects and have strong time management skills.
• Must have ability to reason and apply common-sense understanding to situations encountered.
• Ability to process routine daily functions while being able to resolve sensitive issues and complex assignments utilizing above average critical thinking skills.
• Maintain a thorough understanding of the use of the Firm’s information technology and policies, procedures and practices and their application in a legal environment.
• Ability to manage large amounts of complex information easily, communicate clearly and draw sound conclusions.
• Excellent organizational skills with the ability to prioritize and meet changing deadlines and requirements.
• Ability to travel as needed.
• Must have the ability to facilitate and lead workgroups and work productively with a wide range of individuals.
• This is a full-time position which requires working in the office a minimum of 40 hours on a regular basis. Oftentimes, it may also require working outside of normal business hours to ensure completion of position requirements.
• The physical demands of this position are representative of those that must be met by an employee in order for him or her to successfully perform the essential functions of the position.  These include being both mobile and stationary throughout the work day, and having the ability to transport twenty (20) pounds and being able to operate a computer and other business equipment found in the office.

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life Insurance & ADD policies
• Short & Long Term Disability Insurance
• Paid Parental Leave
• 401(k) Profit Sharing plans
• Parking/Transportation Stipend
• Section 125 Plan (Pre-tax premiums, dependent care and medical reimbursement)
• Paid Holidays
• Paid Vacation Time
• Employee Assistance Program (EAP)
• Employee Wellness Program
• Tuition Reimbursement
• College Savings Plan Deductions (529 Plans)
• Long Term Care

How to Apply

Job Types: Full-Time.

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