LEAD TECHNICAL SUPPORT SPECIALIST-Century City

Location
Century City, California
Job Type
Full-time
     
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Description

LEAD TECHNICAL SUPPORT SPECIALIST

Summary:

Technical team Lead for the Technical Support Teams responsible for Level 2 support in 4 offices.  The technical support teams provide concierge level of technical support service to our professionals and staff either desk side, phone, email, or remotely.  This position will provide office leadership and proactively determine the technology needs for their offices. Through team work, innovation, leadership, and effective communication; represent the Technology Services Group with the highest level of client service.

Duties:

  • Provide day to day operational support, change and project management, and personnel supervision for a team consisting of Senior and Junior level Technical Support Specialists
  • Provide operational support to
  • Effective workflow management of reports including performance management, coaching, guidance and conflict resolution
  • Set high standards, establish clear focus and direction, achieve desired results with confidence and integrity
  • Assist with the development of more consistent support and process standards between offices
  • Lead process and organizational development and improvements where necessary
  • Collaborate with IT leadership to identify and facilitate issue prioritization and decision making process
  • Identify and report status of critical incidents and problems to IT leadership
  • Facilitate and promote a team culture that encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the Firm
  • Provide world class concierge level of technical support desk side for hardware and software
  • Use of incident management system to properly document and escalate issues as they are reported
  • Proactive learning of current and newly released applications
  • Ensure escalations from the Service Desk are prioritized properly and status communicated to the client in a timely matter
  • Perform advanced troubleshooting and research of incidents and problems
  • Collaborate within the larger IT support team to ensure the highest level of customer support and resolution
  • Setup and delivery of various hardware and audio visual requests within the conference meeting rooms
  • Ensure all office integrated conference rooms are kept in appropriate working order
  • Keep up to date on emerging and competitive AV/VC technology
  • Seek and identify opportunities to enhance the clients experience with the Firm’s technology
  • After hours availability to assist with client service delivery, system maintenance, and as needed

Required Skills/Qualifications:

  • Minimum 4-6 years of general IT support experience in the legal environment
  • Minimum 3 years of supervisory experience. Experience supervising reports both locally and remotely is strongly preferred.
  • Advanced knowledge with Microsoft Windows and Microsoft Office within a professional services organization
  • Advanced knowledge and support of various mobile email devices (iOS, Android, etc.)
  • Advanced knowledge of hardware (desktop/laptop) deployment methods using an image deployment tool (Altiris, SCCM, etc.)
  • High level of client service orientation a must
  • Ability to handle conflict and difficult situations within a technical and client service environment
  • Exceptional communication abilities to all levels of personnel
  • Strong ability to adapt to changing technology within a professional services organization
  • Strong ability to quickly diagnose, organize, and prioritize competing deadlines and properly setting service expectations with clients
  • Self-motivated and the ability to execute tasks and make decisions in a high-pressure environment
  • Proven leadership skills, characteristics, and track record of achieving client service results

 

Desired Skills/Qualifications:

  • Supervisory experience
  • Technical experience within the Legal industry, as well as support experience with a Document Management System DMS, CarpeDiem, Citrix, as well as other legal applications
  • Certifications a plus (A+, Network +,MOS, HDI, ITIL Fondations, etc.)
  • Cisco/Tandberg certifications and training
  • Bachelor degree

 


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