Technology Support Lead
Job Description - Technology Support Lead (240000PE)Technology Support LeadFirm SummaryWhite Case is an elite global law firm serving leading companies, financial institutions and governments worldwide.
Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be. With lawyers and staff operating from more than 47 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market.
We are distinguished by our on-the-ground presence in the world's key financial markets and our strengths in handling complex cross-border work. It's not just about our global network of offices and shared services centers; it's the global interconnectedness of the Firm that our people, and our clients, value most.
We work well together across geographic and practice boundaries.
It's one of the reasons we attract and retain cross-border work.
And why we attract a diverse group of people. Our lawyers are globally minded, enterprising, collaborative and committed to excellence.
Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world.
Our people represent 90 nationalities and speak 80 languages. Position SummaryThe purpose of this role is to lead, manage and coordinate the provision of IT Support Services and other Technology services within local office(s) / region and, working with the Regional Technology Support Manager within the local office(s) and region. Primary ResponsibilitiesProvide leadership and direction within the IT Support Services function. Manage, lead and supervise the Support Services function and team within a particular office and region. Develop, manage and revise Technology services, standard procedures, best practices and support in the areas of: Service Delivery, Operations, Security, Applications and Project deployment. Develop and maintain relationships with key stakeholders, user forums, practice areas, business support functions as may be assigned or as may be appropriate within a particular office and region. Duties and AccountabilitiesLeadership of the Support Services functionProvide leadership in the Support Services function, set targets and goals for improvement as directed by Firm Strategy. Work with Service Delivery to devise and implement:Continuous improvement process for the Support Services function. Problem management process. Appropriate metrics and reporting for the Support Services function. Promote Best Practice standards based on ITIL. Develop and promote a better understanding of the business and practice of law within the Support Services teams. Management of the Support Services functionSupervise and coordinate the duties of the Support Service team to provide a support service within the local office and region, including managing escalated user queries from the Service Desk, problem solving, and addressing hardware and software problems. Hold regular team meetings to keep staff apprised of events procedures. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Evaluate, conduct and contribute to Performance Appraisals for Support Services staff as necessary. Monitor the call queue within Service Manager to ensure calls are resolved efficiently and that all work is logged and tracked. Maintain and deploy PCs based on the current WC standard image and deployment methods. Manage and maintain equipment inventory records. Independently ensure that PC assignment, account and office setups are completed before start date for all new joiners. Support and guide the Audio Visual team with the coordination and setup of all conference room booking requests. Create and maintain documentation of procedures and ensure these are reflected in the Service Manager Knowledge Base. Independently ensure compliance of all computers within the local office with the firm's standards. Empower and motivate staff by sharing information, knowledge and skills. Coordinate the provision of other Technology servicesCoordinate the provision of other Technology services, standard procedures, best practice and support in the area of: Service Delivery, Operations, Security, Applications and Project deployment. Develop and lead Change Management process for all changes as appropriate. Ensure adherence to the Technology Security Policy and report any breaches. Additional ResponsibilitiesParticipate on global/regional/office project teams as requested by management. Participate in meetings related to the activities of the IT department or related projects, when requested. Maintain professional and technical knowledge by reviewing related professional publications. Exercise professional judgment in attendance and time keeping. Maintain professional interaction with all levels of staff. Contribute to team effort through communication, cooperation and coordination with other team members. Maintain the practice of continuous improvement and education by attending seminars, etc. Undertake any other reasonable duties as requested by IT management. QualificationsTeam player who is ambitious and motivated. Excellent interpersonal skills and patience working with others. Must be able to multitask and work in a fast-paced environment. Must have excellent communication skills, customer service skills, problem-solving/trouble-shooting, follow-up skills and organizational skills. Thorough knowledge of complex automated information systems management as normally acquired through a Bachelor's degree or equivalent experience. Five plus years of progressively responsible work experience with legal or other professional service organizations. Ability to communicate complex systems information effectively. Ability to rapidly analyze issues, anticipate consequences, make decisions and initiate action. Interpersonal skills necessary to maintain effective relationships with partners, attorneys, clients and staff. Extensive knowledge of information processing with diverse, changing applications. Excellent problem solving and troubleshooting skills. Strong analytical skills. Ability to travel if needed.
*The above is only a general description of the essential duties associated with this position.
It is not an exhaustive list of all duties of the individual holding such position.
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