Manager of End User Experience - Jackson Walker

Please note that Jackson Walker is not currently accepting search firm submissions in connection with this opening.

Manager of End User Experience

FLSA Status: Exempt

Department: IT

Reports to: Director of End User Experience

Position Summary: Responsible for the continuous improvement of the day-to-day responsibilities of the Service Desk and Desktop Engineering teams. Responsible for insuring outstanding service delivery to the firm. Responsible for building and maintaining an environment of service excellence with a passionate focus on customer advocacy and customer satisfaction.

Essential Duties and Responsibilities: Specific duties of this position include, but are not limited to:

People Management and Development

• Personnel management of direct reports on Service Desk and Desktop Engineering teams.
• Development and coaching of direct reports for technical and customer service skills.
• Ensure effective two-way communication between direct reports and other departments.
• Ensure staff turnover and absenteeism is effectively managed and minimized.
• Ensure training and development of all staff is effective and appropriate.
• Provides staff performance appraisals and on-going performance management feedback.
• Provide technical or procedural guidance to team members, including intervention for unique customer situations as needed.
• Engage in advanced technical troubleshooting to assist in resolution of issues, escalation to vendors, and root cause analysis.
• Partner with Director of End User Experience to ensure the development and execution of staff personal development plans.

Service Delivery, Performance Management, and Incident Management

• Monitor the quality of Service Desk services provided, as well as staff adherence to organizational guidelines, policies and procedures. Manage the quality process and set targets for quality improvement.
• Develop and Monitor Key Performance Indicators for team and individuals that provide insightful data about performance, environmental health, and customer satisfaction.
• Develop work schedules, assign daily departmental tasks, define on-call rotation, track attendance and overtime, etc. to ensure staff availability to provide appropriate user support services via phone, email, or other contact methods.
• Partner with the Director of End User Experience to assist in the planning and execution of projects such as hardware refreshes, software deployments or updates, and OS migrations.
• Acquire and maintain expert knowledge of current support policies and methods of delivery, as well as expert knowledge of all organizational guidelines, policies and procedures.
• Acquire and maintain competent knowledge of supported applications.
• Ensure procedural documentation exists and is current and accessible.
• Invite, analyze and tally feedback regarding Service Desk performance from the user community.
• Identify trending of incidents, problems, or outages and communicate to the responsible team.
• Manage Firm assets and asset management processes to ensure accurate inventory tracking for all IT equipment.

Relationship Management

• Build a strong working relationship with the office administrators, managing partners, business leaders, and other key customer personnel.
• Build a strong working relationship with IT management and individual contributors to allow for efficient and effective collaboration to facilitate issue resolution.
• Engage directly with customers of all levels in the organization, including Attorneys, Staff, and Firm Managers.
• All other duties as assigned.

Knowledge, Skills and Abilities Required:

• Bachelor’s degree required.
• Significant experience in a customer service oriented environment.
• Experience supervising non-exempt staff.
• Experience with Enterprise Incident tracking systems and administration (e.g. ServiceNow, Remedy)
• Strong technical proficiency and troubleshooting skills.
• Strong written and verbal communication skills.
• Strong management and organizational skills.
• Problem solving and analytical skills.
• Ability to manage stressful situations in a calm, courteous, and efficient manner.
• Customer service oriented.
• Team leadership abilities.
• Must carry a Firm-provided mobile communications device and be available after normal working hours.
• Will participate in an on-call rotation and be available 24x7.
• Will occasionally be required to work more than 40 hours a week.
• Some travel to other Firm locations and/or remote training facilities will be necessary.

Physical requirements are:

• Must be able to lift light weights such as files and boxes (10 – 30 lbs.)
• Dexterity with hands and fingers
• Good hearing and clear speaking voice
• Sighted

Working Conditions: Normal office environment with little exposure to excessive noise and temperature.