ID
#32406435
Job type
Permanent
Salary
Depends on Experience
Source
Open Systems Technologies
Date
2022-01-18
Deadline
2022-03-19

Associate Director of Support Services

New York, New york city, 10001

Permanent

Vacancy expired!

Our client is looking for an

Associate Director of Support Services to join their team in New York, NY. This role is hybrid.

The Associate Director of Support Services is a management role responsible for managing and directing the day-to-day operations of the firm's support services provided by the User Support department. The individual researches, analyzes support services practices with the goal of improving efficiencies and effectiveness of the department. The position holds accountability to ensure the team goals are set and met; services are provided in an efficient and effective manner, and ensures that the User Support staff utilizes appropriate procedures to quickly address reported inquires and issues. Works closely with User Support, Service Relationship Management to understand and address client needs and to elevate user experience when interacting with firm technologies and technology services.

Responsibilities/Duties

Collaborate with key IT teams and other business units to build partnerships and to implement and maintain a high quality support organization
Ensure User Support personnel are provided with the latest knowledgebase article required to assist with call handling, and are trained on the appropriate use
Assist with escalations and high priority issues, call tracking, and root cause analysis
As needed, participate in root cause analysis to help ensure outstanding issues are addressed, pervasive or system issues are highlighted and tracked, and issue resolutions are shared with the User Support team
Monitor and report on key performance indicators, including service level standards, to inform IT leadership on the health of the IT support organization, and otherwise work to improve end-user technology user experience and maximize technology satisfaction
Work with Associate Director, Service Relationship Management to address end-user complaints, review client satisfaction surveys, and develop plans to address areas for improvements
Educate and inform User Support team about new and updated technology services
Assist with budgetary preparations and forecasting activities, as needed
Perform other duties as assigned

Required Skills

5+ years of relevant experience required
Ability to communicate effectively and present information verbally and in writing
Strong attention to detail and follow-up
Excellent organization and time management
Must be able to work collaboratively in a team environment
Ability to carry out instructions furnished in written, oral or diagram form
Ability to work under pressure and meet and exceed deadlines
Working knowledge of Windows operating systems, Microsoft Office productivity suite, and other key firm applications
Strong knowledge of computing, networking, hardware products, mobile technology, and software used in the legal industry

Required Education

Bachelor's degree in Technology or Business Management, or 5+ years of relevant experience
ITIL foundations certification or coursework
ServiceNow administrator training, certification, or 3+ years equivalent experience

Vacancy expired!

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