Wiley Rein LLP, a leading Washington, DC law firm, is seeking a Senior Technical Support Manager to join the Information Technology Department. As an integral member of the leadership team, this role is responsible for the strategic direction and oversight of the Firm’s technical support operations.
This role also oversees the Asset Management program; develops policies, procedures, and best practices; and manages relationships with key vendors and business partners to ensure adherence to service level agreements.
About the Position
The Senior Technical Support Manager provides direct supervision to the Help Desk staff and ensures the successful delivery of high-quality technical support to attorneys and staff.
Core responsibilities include:
Working with the Director of Training and Support Services, assists in developing and executing strategic plans regarding IT infrastructure, support and operational aspects
Oversee Asset Management program to safeguard the Firm’s technology assets
Assist in the management and execution of internal IT projects, including upgrades, migrations, and other system updates. Serve as internal liaison with Desktop/Applications and Network Operations teams as needed.
Manage relationships and service levels with key business partners
Develop recommendations for budget proposals and operational expenditures
Conduct research on emerging products, services, protocols, and standards in support of Help Desk technology procurement and development efforts
Liaise with vendors for the procurement of technologies or services, oversee installation, and resolve adaptation issues.
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
Analyze support patterns through reporting and internal customer feedback to continuously improve processes and support.
Track and analyze trends in technical support requests in the ticketing system. Generate statistical reports with analysis and recommendations for the Director of Training and Support Services and/or Chief Information Officer.
Responsible for oversight and management of the firm’s technical support operations, including direct supervision of the technical support staff
Establish and enforce technical support service level agreements to establish problem resolution expectations and time frames
Responsible for management and performance of the firm’s outsourced service provider and assuring quality of service
Design and enforce incident and problem handling, and escalation policies and procedures
Provide leadership and mentoring to staff, including on-going performance management, feedback and coaching, identification of training opportunities, and preparation of career development plans.
Analyze performance of technical support activities and documented resolutions, identify problem areas and opportunities, devise and deliver solutions to enhance quality of service and to prevent future problems
Responsible for planning of work schedules for all technical support staff to ensure appropriate coverage
Identify, recommend, develop and implement policies and procedures to improve operations and service delivery, ensure compliance with security protocols, and adherence to best practices
Identify, recommend, develop, and implement end user assistance programs to increase computer literacy, including dissemination of help sheets, usage guides, and FAQ lists
Assume primary role for distributing technical status communications to the Firm
Other duties as assigned
About the Person
The successful candidate should possess seven (7) plus years of relevant work experience, including prior experience in a law firm environment. Familiarity with law firm applications is strongly preferred. Candidates should also have a minimum of two (2) years of supervisory experience, including demonstrated progressive experience in the management and leadership of a technical support team.
In addition, the ideal candidate will possess a strong customer service orientation, excellent interpersonal and communication skills, and a positive attitude, in addition to the following characteristics and capabilities:
Proven track record of developing and providing Service Level Agreements and Help Desk deliverables
Knowledge and experience working in an ITSM framework
Ability to supervise, coach others, and build a team culture
Excellent organizational and project management skills; ability to prioritize assignments and work on multiple projects while meeting deadline demands
Ability to present ideas in user-friendly language to both technical and non-technical staff and end users
Self-motivated with the ability to work independently
Ability to demonstrate attention to detail and accuracy
Strong conflict resolution skills and the ability to resolve issues with diplomacy and a professional demeanor
Must demonstrate a high degree of trustworthiness commensurate to handling confidential and sensitive information and materials
Ability to work effectively with all levels of personnel across the Firm
Flexibility and willingness to respond to issues during and outside of core business hours
This description outlines the basic requirements of this position. It is not intended to be a complete description as other duties may be assigned.
**Wiley Rein is an Equal Opportunity Employer with a strong commitment to the achievement of excellence, diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
***This Organization Participates in E-Verify.
About Wiley Rein LLP
Wiley Rein is a dominant presence in Washington, DC, with more than 240 attorneys and public policy advisors. Our firm has earned international prominence by representing clients in complex, high-stakes regulatory, litigation, and transactional matters. Many of the firm’s attorneys have held high-level positions in the White House, on Capitol Hill, and in federal agencies including the U.S. Department of Defense, the U.S. Patent and Trademark Office, the Federal Communications Commission, the U.S. Department of State, the U.S. Department of Commerce, the Federal Election Commission, and the U.S. Department of Justice. Many of our attorneys also have active high-level security clearances that allow them to quickly “read in” to matters when there is a need to access classified materials. The Legal Times has noted that the firm “represents as perfect a merging of public policy and corporate America as exists in Washington.”
Wiley Rein operates at the intersection of politics, law, government, business, and technological innovation, representing a wide range of clients—from Fortune 500 corporations to trade associations to individuals—in virtually all industries. We believe deliveri...ng consistent and successful results is achieved through building true partnerships with our clients. We do this by understanding the industries and economic climate in which they operate and the current and potential legal issues that impact their business. Most importantly, because Wiley Rein remains a Washington, DC-based firm that largely operates out of a single office, we are able to control costs and billing rates in a manner that is nearly impossible in large, multi-office or multinational law firms.