Description
At Seyfarth, we understand that great people are the key to our success, and we provide the opportunities to match. If you join us, you'll work with state-of-the-art technology in a friendly and professional environment, and we will continue to invest in your professional development. If you want the freedom to grow at a firm that is invested in your future, keep reading.
THE OPPORTUNITY:
As the Service Desk Lead, you will participate in the Service Desk in a supervisory role. You will be responsible for overseeing and ensuring the service desk team provides the highest level of firm-wide customer service to all levels of the firm. You will build services relationship with firm customers and IS department technical team members. Utilizing team work, innovation, and effective communication, you will represent the Technology Services Group and provide the highest level of client service.
THE DAY TO DAY:
On any given day, you will:
- Manage the day-to-day duties and responsibilities of service desk team members to ensure timely completion of workload, end user ticket requirements and escalations
- Manage the service desk team's performance against collected and analyzed metrics and performance reports, resolving issues as required. Report team performance to Manager
- Effectively delegate to team members to ensure client inquiries and requests are properly resolved; provide guidance as necessary
- Manage service desk team member schedules and schedule changes to ensure appropriate coverage that supports a high level of customer service
- Partner with Manager to train, develop and coach members of the service desk team on a regular basis to ensure quality, customer satisfaction and continuous learning. Work with Manager to create modes of operations to be adhered to by team members in order to maintain routines that support excellent in workload completion and customer service
- Work with Manager to develop appropriate goals and objectives for team development and performance reviews. Write performance reviews and work with Manager to deliver feedback to team members
- Review and resolve client issues and liaise with appropriate IS department team members to handle complex issues to provide effective solutions. Escalate to Manager as required
- Monitor and manage inbound call volumes, including e-mail volumes. Proactively monitor call queues and other systems for trending. Closely monitor customer satisfaction surveys and contact customers as required
- Prepare daily, weekly, and monthly reports, including but not limited to service request completion, incident and customer service survey reports. Interpret and provide details regarding service desk performance metrics and customer service surveys and make recommendations for improvements. Use results in day-to-day management of workload and ensure successful customer service is achieved
- Develop appropriate and effective firm-wide and department communications, including but not limited to information about technology issues, concerns, changes and announcements
YOU HAVE:
- Minimum 4-5 years of general IT support experience in the legal environment
- Team Lead or Supervisory/Management experience with excellent leadership and customer service skills
- Experience with Microsoft Windows 10, Microsoft Office 2010, and various mobile email devices (iOS, Android, etc.) within a professional services organization
- Basic knowledge of hardware (desktop/laptop) deployment methods using an image deployment tool
- Ability to generate and interpret report results from the service desk ticketing and call systems
- High level of customer service orientation and good judgement a must
- Ability to work independently as well as in a team environment and to adapt to a wide variety of personalities
- Ability to utilize and troubleshoot web-based applications
- Ability to work under pressure and handle conflict and difficult situations within a technical and customer support environment
- Ability to adapt to changing technology and the applications of, within a professional services organization
WHAT WE PROVIDE:
Seyfarth provides competitive salary and benefits at all levels, and our culture embraces the entrepreneurial spirit of its professionals like no other firm. Our professional staff are a collaborative team, helping to define the unique client experience offered by the firm. We understand that it takes more than attorneys to build a successful legal practice; everyone participates in our commitment to excellence.
We are also proud to be an influential leader in inclusion and diversity. The firm has been recognized for our efforts by the Human Rights Campaign and the Minority Corporate Counsel Association. We are Mansfield 5.0 certified, a reflection of our ongoing commitment to advancing candidates from underrepresented groups.
MORE ABOUT SEYFARTH:
With more than 900 lawyers across 18 offices, Seyfarth Shaw LLP provides advisory, litigation, and transactional legal services to clients worldwide. Learn more about The Seyfarth Experience at www.seyfarth.com/careers/.
Seyfarth Shaw is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, change of sex or transgender status, genetic information or any other basis protected by federal, state or local law.
If you would like more information about your EEO rights as an applicant under the law, please click EEO is the LAW and the Supplement poster through the following link: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
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