Greenberg Traurig, a global law firm, currently has an excellent full-time employment opportunity for an IT User Support Manager to join the Technology Department of our New York, NY office. We offer competitive compensation and an excellent benefits package.
The function of the IT User Support Manager is to provide technology related support in an office environment, including the administration and/or support of technology systems essential to the day-to-day business operations.
The IT User Support Manager works as part of a team directed jointly by the Director of Technology and the office Business Director.
The IT User Support Manager manages a team of IT User Support Specialists and/or IT User Support Supervisors in one or more offices and has the overall responsibility and accountability for the support and operations of the office technology environment and coordinating those efforts with the Shared Services technology team.
Duties & Responsibilities:
Direct supervision of their team.
Lead and coach specialists on technology and customer services skills;
Provide input regarding hiring and firing recommendations, performance management and training.
Monitor incident tracking system to ensure resolution of all incidents and / or appropriate escalation to firm wide technology resources in a timely manner.
Ensure quality of technical resolutions and client service during resolution.
Monitor and evaluate team performance with a focus on results and work effectively with HR to initiate corrective or disciplinary actions as appropriate.
Manage projects as required to implement operational / organizational changes and deliver results in continuous improvement initiatives.
Interact with the Firm Technology Organizational members
Develop and manages the IT budget for the office
Develop, motivate and serve as a mentor for the technology team
Communicate complex issues to shareholders and staff and able to understand the technology needs of the office
Coordinate and communicate software releases and patches to the office
Maintain and update an accurate inventory of technology equipment
Ensure local technology practices comply with established firm standards and policies by working closely with other area managers and shared services teams
Perform team member duties when necessary
Skills & Competencies:
Prior use of an incident ticket tracking system.
Attention to detail and the ability to multi-task in a fast-paced, high pressure, deadline-oriented environment in order to achieve business goals and objectives.
Superb customer service skills including the ability to understand both internal and external client needs and expectations provide excellent service and meet or exceed client expectations.
Ability to establish and maintain productive working relationships with all levels of staff, including attorneys, peers and other departments.
Strong communication skills, including the use of active listening and the ability to convey information clearly in both written and verbal communication.
Must demonstrate a personal willingness and ability to effectively work in and adapt to a changing environment.
Effectively plans, organizes and manages resources to successfully complete specific objectives for self and / or others.
Requires critical thinking and decision making skills such as the ability to successfully assess options and implications in order to identify value added solutions.
Takes imitative for managing and continually improving own performance to support organizational needs.
Clearly defines job expectations for individuals and teams, coaches for success, provides training and effectively evaluates performance.
Uses appropriate interpersonal styles and communication methods to inspire and guide individuals and teams toward goal achievement and improving effectiveness
Familiar with user support best practices and procedures.
Ability to lead a team of technicians to provide world class customer service while working closely in a coordinated fashion with firm wide technology resources for support and direction.
Ability to communicate complex issues to shareholders and staff to develop a "partnership" culture between technology and the users.
Able to identify and understand the technology needs of the office and address accordingly.
Advanced troubleshooting ability with both hardware and software with the ability to learn new products quickly.
Excellent troubleshooting skills related to desktop computer hardware and software, demonstrating the ability to quickly resolve moderately complex issues or suggest alternative solutions.
Working knowledge of common law firm applications such as email archiving and document management systems. Experience with Enterprise Vault and Autonomy FileSite preferred.
Familiarity with remote access such as Citrix, Terminal Services, Remote Desktop, and VPN.
Occasionally may be required to relocate computer equipment (PCs, printers, etc.)
Ability to identify, troubleshoot and resolve network, remote connectivity and document issues related to desktop computer hardware and software related equipment.
Proactively interacts with the Helpdesk and local users to identify unreported or repetitive problems.
Flexibility to work outside of business hours and occasionally travel as required.
Qualifications & Prior Experience:
A Bachelor degree or equivalent experience. A minimum of 8 years’ experience in a professional services information technology position.
Previous experience as an IT User Support Manager, Lead, or Specialist in a law firm environment is preferred.
At Greenberg Traurig, we are committed to diversity and inclusion in the workplace. It has been, and continues to be our goal, to foster a well-balanced workforce that contains a significant presence of minorities and women.
About Greenberg Traurig, LLP
Greenberg Traurig, LLP is an international, multi-practice law firm with approximately 2,000 attorneys serving clients from 38 offices in the United States, Latin America, Europe, Asia, and the Middle East. The firm is No. 1 on the 2015 Law360 Most Charitable Firms list, third largest in the U.S. on the 2015 Law360 400, Top 20 on the 2015 Am Law Global 100, and among the 2015 BTI Brand Elite. More information at: www.gtlaw.com.