User Support Supervisor

User Support Supervisor

Overall Purpose:

The User Support Supervisor is a non-exempt/hourly position that reports to the Chief Technology Officer and directly supervises the firm's User Support Specialist. This role is for an individual contributor that's also looking to manage their small team. This position is responsible for ensuring an outstanding level of direct customer service by providing excellent support to Stradling attorneys and staff.

Essential Job Duties, include but are not limited to:

• Responsible for service desk staff and the activities associated with the identification, prioritization, and resolution of Help Desk requests.
• Providing on-site/as needed deskside training to local branch users for brief convenience tasks.
• Responsible for handling phone and in-person support to users of the branch in the areas of e-mail, document management system, standard Windows desktop applications, internally developed applications, phone systems and other technologies.
• Providing hands on support, when necessary, to identify, troubleshoot and resolve hardware, software and network related problems experienced by end users in a multi-site network.
• Responsible for hardware and software configuration for user provisioning for the Information Technology Department.
• Act as liaison between the Network Operations group and the branch office for unresolved or chronic infrastructure issues.
• Ensuring that all phases of Help Desk support are properly coordinated, monitored, logged, tracked and resolved appropriately.
• Utilizing Service Desk application to update, resolve, and/or escalate, incidents, requests and problems in a timely manner.
• Providing leadership for Help Desk projects, including but not limited to asset tracking, hardware & software inventories, and various line-of-business projects.
• Providing daily supervision and direction to the User Support Specialist, acting as a coach and mentor.
• Handling escalated issues that the User Support Specialist is unable to resolve, and act as liaison between the Network Operations group and the Help Desk team for unresolved issues.
• Conduct annual performance evaluations for User Support team in collaboration with IT leadership
• Provide clear, constructive and timely feedback to User Support Team
• Participate in the after-hours on-call rotation pool.
• Other assigned duties as needed

Qualifications/Requirements:

• At least 5 years of experience in providing successful customer service at a computer/network Help Desk with at least 2 in a supervisory role.
• Proven decision making and policy enforcement skills a must.
• Bachelor's degree strongly preferred. A combination of degree and applicable technical certifications and 3 years of demonstrable support duties that would indicate full understanding of Help Desk operations and related processes.
• Demonstrated experience with managing requests across multiple locations.
• Proven analytical, evaluative, and problem-solving abilities.
• Organizational skills in relation to Help Desk activities is a plus, particularly with maintaining and reporting from Service Desk.
• Strong technical knowledge in the following areas is key:
• Microsoft Office 365 Suite.
• Windows PC operating systems flavors.
• IP networking fundamentals, particularly troubleshooting connectivity issues
• Various common mobile devices including, iPhones, Galaxy & Blackberry devices
• Ability to effectively prioritize and execute tasks based on those priorities.
• Excellent written and oral communication skills.
• Highly self-motivated and directed.
• Keen attention to detail.
• Exceptional customer service orientation.

Experience in a law firm strongly preferred, especially utilizing legal macro packages (Innova, Litera, etc) and document management systems (NetDocuments, OpenText).

Physical Demand:

Lifting up to 15 pounds; kneeling, bending sometimes required. Typing/sitting at desk for long durations at a time.

The salary wage range that we expect to pay for this position is from $85,000 - $100,000/yr, annually and represents our good faith and reasonable estimate of the range of base salary at the time of posting. The actual salary offered may vary based on experience, qualifications, or other relevant factors.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.