It End User Services Leader manager

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IT End User Services Leader (Manager)
The candidate will be responsible for the delivery of all aspects technical support and assistance to users of the Firm’s technology. Provides hands on support to end users, assessing their needs, while ensuring that all products and services satisfy stated business requirements. Acts as a point of escalation within the IT Team for issues beyond the scope of other team members. Develops and maintains strong relationships with Firm leadership, Department Heads, and employees. Assigns and coordinates the activities of all Help Desk team members to ensure a high-quality end user experience. Ensures that user tickets are properly documented and handled in a timely manner by Help Desk team, outsourced services staff, contractors, and vendors. Works with outsourced vendor personnel to ensure that the Firm technology environment is clearly documented and understood and that agreed upon processes are followed consistently. Opportunities for process improvement are brought to the attention of IT Team leadership and pursued where agreed upon. Maintains an accurate inventory of end user equipment and works to ensure that adequate supplies are on hand to meet the needs of the organization. Works with suppliers to refresh this inventory and keep it in good working order within an established budget or under the direction of IT leadership. Manages the processes for adding, changing, archiving, and removing access for all approved employees, contractors, vendors, and other personnel to Firm systems and networks. Establishes and utilizes metrics to manage performance of the team, ensure that expected work standards are met, and drive process improvement. Coordinates and attends weekly Change Control meetings. Occasionally leads projects or coordinates activities across the IT Team and coordinates with vendor partners and contractors as necessary to accomplish project objectives. Coordinates with Firm Technical Training Specialist to provide training as needed for new employee orientation and new product training in either a classroom or e-learning environment. Ensures that proper documentation is developed, maintained and made available to end users for equipment and services provided by the IT team. Escalates issues of scale or significance to IT Team leadership and provides timely updates as appropriate. Works with IT leadership to establish and manage a process for after-hours and emergency support as necessary in coordination with any outsourced partner organizations. Understands, communicates, and follows established team policies such as the Firm Incident Response Plan. Strong organization skills. Excellent communications skills – written and verbal. Ability to manage and direct matrixed teams, including outsource partners. Experience at working both independently and in team-oriented, collaborative environments is essential. Ability to work with Butzel Long internal customers and vendors when issues arise and resolving communication misunderstandings in a positive way. Strong problem-solving skills, using root cause analysis with a demonstrated ability to explain and document the approach and to coach others. Ability to constantly triage and prioritize the work of self and others. Ability to work effectively in high pressure situations and supervise others. Ability to build, implement and support desktop systems, shared printing, software release management and related technical support. Bachelor's Degree in Computer Science or related field or an Associate’s Degree with related certifications. Minimum of five (5) years of prior experience in a Help Desk support capacity, supporting multiple users in a distributed work environment. Experience working in End User Computing in a legal firm. Helpdesk service management (ITIL) industry certifications or related experience.

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