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IS Client Services Service Desk Manager

Company: Cooley LLP
Location: Reston
Posted on: November 20, 2023

Job Description:

IS Client Services Service Desk ManagerCooley is seeking an IS Client Services Service Desk Manager to join the IS Client Services team.Position summary: The Cooley Information Services (IS) Department embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. To that end, the IS Client Services Service Desk Manager is expected to recognize that the Cooley IS Department is a service organization first and foremost and will be evaluated on this requirement equal in importance to the technical or operational responsibilities outlined later in this document. The IS Client Services Service Desk Manager is responsible for 1) managing the relationship with the external vendor who manages Cooley's Service Desk (aka Help Desk) and the service(s) they provide globally to the firm, 2) system administration of the Firm's Service Desk (aka Help Desk) ticketing software.More about the Service Desk: Cooley's Service Desk is 100% outsourced, remote and provides first-level technology support globally, 24/7/365. Cooley has several service level agreements (SLAs) in place with the vendor, which the manager will ensure are maintained. The manager will seek new opportunities for continuous improvement and enhanced services.

  • Special Note: The Service Desk software platform, ServiceNow, is also used for problem and change management as well as other core operational functions. The IS Client Services Service Desk Manager will also be responsible for overall administration and continuous improvement of these system functions. Specific responsibilities of the IS Client Services Service Desk Manager include, but are not limited to:Position responsibilities:Management:Service Desk:
    • Monitor vendor's adherence to contractually agreed upon SLAs
    • Quickly identify trends and take action to address chronic problems affecting single individuals, groups, or all users
    • Keep senior management apprised of significant events, incidents, or issues
    • Identify, develop, and implement new services/offerings
    • Maintain a strong understanding of risk management issues applicable to complex projects
    • Serve as the primary liaison between Cooley and the Service Desk vendorServiceNow:
      • Troubleshoot problems reported by users and analyze and isolate issues
      • Reads manuals, periodicals, technical reports and uses online services to increase system administration knowledge
      • Primary liaison between vendor and/or 3rd party resources for any issues, events, tickets that may be related to system issues, outages, or updates
      • Perform scheduled upgrades of systems and processes as required for enhanced functionality
      • Perform routine/scheduled audits of the systems, including all backups
      • Make recommendations for future upgrades of relevant systems
      • Train, write/provide documentation and troubleshoot applications and the various integrationsServices:
        • Work closely with other IS professional staff on projects, as needed
        • Coordinate closely with IS management and other firm resources to assure high quality user services
        • Coordinate vendor/contractor support. Manage effective use of technology provided by vendors
        • Proactively identify issues and work to resolve them
        • Keep abreast of new technology and developments; investigate technology solutions under consideration by reading, hands-on testing, site visits and reference checkingOther:
          • Understand firm wide goals and the role of the department in accomplishing those goals
          • Ensure teams support application rollouts and upgrades
          • Participate in the development and maintenance of the group's budget
          • All other duties as assigned or requiredSkills and experience:Required:
            • After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
            • After orientation at Cooley LLP, strong knowledge of all firm CORE applications
            • Ability to work extended and/or weekend hours, as required
            • Ability to travel, as required
            • 5+ years ServiceNow ticketing system management experience that includes collaborating and managing a geographically dispersed team, managing service level agreements, identifying and updating knowledge base articles. Vendor management experience which includes general workforce oversight (NESP analyst worktime, readiness and work quality assurance)
            • Possess strong knowledge of Microsoft products including Windows/Office 2010 and up, current remote access methods, web-interfaced applications used in the practice of law, and other peripheral products including project management, timekeeping software, client/practice databases and research tools used in the industryPreferred:
              • Bachelor's degree in a field related to education, technology, or business
              • Post Graduate degree/certifications
              • Strong understanding of risk management issues applicable to complex projects
              • Prior law firm or legal experience
              • Experience collaborating with and managing a geographically dispersed team
              • Supervisory experienceCompetencies:
                • Fundamental commitment to customer service excellence and excellent customer service skills
                • Strong problem solving and analytical skills
                • Ability to apply critical thinking in a fast-paced environment
                • Excellent oral and written communications skills
                • Dedication to quality service, creativity, strong problem solving and analytical skills, excellent initiative and assertiveness
                • The desire to work in, and participate in the cultivation of, a team-oriented environment
                • Outstanding project management skills to coordinate multiple complex projects simultaneously required
                • Effective presentation skills
                • An understanding of firmwide goals and the role of the department in accomplishing those goals
                • Willingness and demonstrated ability to adjust to organizational change and manage priorities effectively
                • Exceptional creativity, attention to detail, initiative, and assertiveness
                • Willingness to suggest solutions and improvements while maintaining a positive attitudeCooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices. EOE.The expected annual pay range for this position is $110,000 - $165,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate.We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 21 days of Paid Time Off ("PTO") and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.

Keywords: Cooley LLP, Reston , IS Client Services Service Desk Manager, Executive , Reston, Virginia

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