Jackson Walker LLP
Manager of End User Experience
Jackson Walker LLP, Dallas, Texas, United States, 75201
Please note that Jackson Walker is not currently accepting search firm submissions in connection with this opening.
Manager of End User Experience
FLSA Status:
Exempt
Department:
IT
Reports to:
Director of End User Experience
Position Summary:
Responsible for the continuous improvement of the day-to-day responsibilities of the Service Desk and Desktop Engineering teams. Responsible for insuring outstanding service delivery to the firm. Responsible for building and maintaining an environment of service excellence with a passionate focus on customer advocacy and customer satisfaction.
Essential Duties and Responsibilities:
Specific duties of this position include, but are not limited to:
People Management and DevelopmentPersonnel management of direct reports on Service Desk and Desktop Engineering teams.Development and coaching of direct reports for technical and customer service skills.Ensure effective two-way communication between direct reports and other departments.Ensure staff turnover and absenteeism is effectively managed and minimized.Ensure training and development of all staff is effective and appropriate.Provides staff performance appraisals and on-going performance management feedback.Provide technical or procedural guidance to team members, including intervention for unique customer situations as needed.Engage in advanced technical troubleshooting to assist in resolution of issues, escalation to vendors, and root cause analysis.Partner with Director of End User Experience to ensure the development and execution of staff personal development plans.
Service Delivery, Performance Management, and Incident ManagementMonitor the quality of Service Desk services provided, as well as staff adherence to organizational guidelines, policies and procedures. Manage the quality process and set targets for quality improvement.Develop and Monitor Key Performance Indicators for team and individuals that provide insightful data about performance, environmental health, and customer satisfaction.Develop work schedules, assign daily departmental tasks, define on-call rotation, track attendance and overtime, etc. to ensure staff availability to provide appropriate user support services via phone, email, or other contact methods.Partner with the Director of End User Experience to assist in the planning and execution of projects such as hardware refreshes, software deployments or updates, and OS migrations.Acquire and maintain expert knowledge of current support policies and methods of delivery, as well as expert knowledge of all organizational guidelines, policies and procedures.Acquire and maintain competent knowledge of supported applications.Ensure procedural documentation exists and is current and accessible.Invite, analyze and tally feedback regarding Service Desk performance from the user community.Identify trending of incidents, problems, or outages and communicate to the responsible team.Manage Firm assets and asset management processes to ensure accurate inventory tracking for all IT equipment.
Relationship ManagementBuild a strong working relationship with the office administrators, managing partners, business leaders, and other key customer personnel.Build a strong working relationship with IT management and individual contributors to allow for efficient and effective collaboration to facilitate issue resolution.Engage directly with customers of all levels in the organization, including Attorneys, Staff, and Firm Managers.All other duties as assigned.
Knowledge, Skills and Abilities Required:Bachelor's degree required.Significant experience in a customer service oriented environment.Experience supervising non-exempt staff.Experience with Enterprise Incident tracking systems and administration (e.g. ServiceNow, Remedy)Strong technical proficiency and troubleshooting skills.Strong written and verbal communication skills.Strong management and organizational skills.Problem solving and analytical skills.Ability to manage stressful situations in a calm, courteous, and efficient manner.Customer service oriented.Team leadership abilities.Must carry a Firm-provided mobile communications device and be available after normal working hours.Will participate in an on-call rotation and be available 24x7.Will occasionally be required to work more than 40 hours a week.Some travel to other Firm locations and/or remote training facilities will be necessary.
Physical requirements are:Must be able to lift light weights such as files and boxes (10 - 30 lbs.)Dexterity with hands and fingersGood hearing and clear speaking voiceSighted
Working Conditions:
Normal office environment with little exposure to excessive noise and temperature.
Manager of End User Experience
FLSA Status:
Exempt
Department:
IT
Reports to:
Director of End User Experience
Position Summary:
Responsible for the continuous improvement of the day-to-day responsibilities of the Service Desk and Desktop Engineering teams. Responsible for insuring outstanding service delivery to the firm. Responsible for building and maintaining an environment of service excellence with a passionate focus on customer advocacy and customer satisfaction.
Essential Duties and Responsibilities:
Specific duties of this position include, but are not limited to:
People Management and DevelopmentPersonnel management of direct reports on Service Desk and Desktop Engineering teams.Development and coaching of direct reports for technical and customer service skills.Ensure effective two-way communication between direct reports and other departments.Ensure staff turnover and absenteeism is effectively managed and minimized.Ensure training and development of all staff is effective and appropriate.Provides staff performance appraisals and on-going performance management feedback.Provide technical or procedural guidance to team members, including intervention for unique customer situations as needed.Engage in advanced technical troubleshooting to assist in resolution of issues, escalation to vendors, and root cause analysis.Partner with Director of End User Experience to ensure the development and execution of staff personal development plans.
Service Delivery, Performance Management, and Incident ManagementMonitor the quality of Service Desk services provided, as well as staff adherence to organizational guidelines, policies and procedures. Manage the quality process and set targets for quality improvement.Develop and Monitor Key Performance Indicators for team and individuals that provide insightful data about performance, environmental health, and customer satisfaction.Develop work schedules, assign daily departmental tasks, define on-call rotation, track attendance and overtime, etc. to ensure staff availability to provide appropriate user support services via phone, email, or other contact methods.Partner with the Director of End User Experience to assist in the planning and execution of projects such as hardware refreshes, software deployments or updates, and OS migrations.Acquire and maintain expert knowledge of current support policies and methods of delivery, as well as expert knowledge of all organizational guidelines, policies and procedures.Acquire and maintain competent knowledge of supported applications.Ensure procedural documentation exists and is current and accessible.Invite, analyze and tally feedback regarding Service Desk performance from the user community.Identify trending of incidents, problems, or outages and communicate to the responsible team.Manage Firm assets and asset management processes to ensure accurate inventory tracking for all IT equipment.
Relationship ManagementBuild a strong working relationship with the office administrators, managing partners, business leaders, and other key customer personnel.Build a strong working relationship with IT management and individual contributors to allow for efficient and effective collaboration to facilitate issue resolution.Engage directly with customers of all levels in the organization, including Attorneys, Staff, and Firm Managers.All other duties as assigned.
Knowledge, Skills and Abilities Required:Bachelor's degree required.Significant experience in a customer service oriented environment.Experience supervising non-exempt staff.Experience with Enterprise Incident tracking systems and administration (e.g. ServiceNow, Remedy)Strong technical proficiency and troubleshooting skills.Strong written and verbal communication skills.Strong management and organizational skills.Problem solving and analytical skills.Ability to manage stressful situations in a calm, courteous, and efficient manner.Customer service oriented.Team leadership abilities.Must carry a Firm-provided mobile communications device and be available after normal working hours.Will participate in an on-call rotation and be available 24x7.Will occasionally be required to work more than 40 hours a week.Some travel to other Firm locations and/or remote training facilities will be necessary.
Physical requirements are:Must be able to lift light weights such as files and boxes (10 - 30 lbs.)Dexterity with hands and fingersGood hearing and clear speaking voiceSighted
Working Conditions:
Normal office environment with little exposure to excessive noise and temperature.