Desktop Services Supervisor

Title: Desktop Services Supervisor

Compensation: Base salary up to $100k plus benefits, commensurate with experience

Location: Dallas, TX

Company Description:

Our client is a full-service and leading defense litigation law firm who faithfully serves their clients with more than 1000 attorneys, across 42 offices in the United States and one in London. Founded in 1978, they rank among the top 200 law firms identified by The American Lawyer and 53rd in The National Law Journal's survey of the nation's largest law firms.

Position Description:

The Desktop Services Supervisor is responsible for the strategic operations, outsourced vendor management and long-term vision of the desktop team. This position reports to the IT Regional Manager and aids in completing projects on the firm's IT roadmap. The ideal candidate is a self-motivated, creative problem solver. Flexibility in working on a variety of projects and technical support needs is a must. The position is customer service oriented. The Desktop Services Supervisor thrives on working in a fast paced, growing environment, while working well with others and participating as a team player. will have a strong working knowledge of IP-based video conferencing technology. Hands-on experience working with industry-leading video conferencing hardware equipment is expected, with a focus on Cisco and Lifesize platforms, which include Cisco and Lifesize Codecs and Crestron audio/visual controllers.

Vendor experience supporting hosted VC services (currently with ConvergeOne, formerly known as SPS). Experience with Cisco's Unified Communication Platform (CUCM) is strongly preferred, as the firm is planning a migration from ConvergeOne's hosted solution to an on-premises Cisco UC platform. Support will also be required for the firm's various cloud-based meeting platforms, including CMR, Cisco's WebEx, Zoom, Skype for Business and GoToWebinar.

The candidate will also have a strong working knowledge of the Windows 7 and 10 operating systems, user profiles, Active Directory, Group policies and registry.

Must possess good communication skills and service delivery attitude. The candidate will also have exceptional interpersonal skills, technical oral and written communication skills, as well as a strong work ethic and positive attitude.

Responsibilities:

• ITSM (Service Management, Incident Management, Change Management, etc.) tool selection and implementation.
• Service Level Agreement (SLA) improvements and reporting tool implementation for all of IT.
• Creation of IT User Support communications and templates for future Desktop usage.
• Oversight for staff working on projects that have an impact on the firm.
• Document Desktop standards, policies, and procedures.
• Maintain a schedule for video and web conferences throughout the firm
• Manage firm collaboration services including WebEx, CMR, Skype for Business and audio conferencing.
• Day-to-day video and web conferencing set-up across our 37 offices, with timely coordination and communication with colleagues to ensure proper set-up across participating locations throughout the firm.
• Work with the various departments at the firm (including Human Resources and Marketing) for Continuing Legal Education (CLE) and other events.
• Document, standardize and streamline existing audiovisual processes to mature service offerings and develop processes to deliver new products.
• Manage all telepresence services including rooms, endpoints, endpoint infrastructure, and scheduling.
• Manage conference room audiovisual services including design, deployment, and support Coordination with 3rd party vendors to resolve issues and ensure the timely repair of VC hardware within the local and remote offices.
• Analyzing vendor proposals and coordination for new installations and repair/replacement/upgrades of VC and A/V units across our office locations
• Design and build-out of new/replacement VC setups in local and remote offices Lead/assist with the VC platform implementation assessment between the current cloud-based and future-state Cisco UC VC platform and aid in the various stages, including hardware/software design, vendor SOW, roadmap, etc.
• Coordination with outside video vendors, when necessary, in testing and executing video and web conferences and webcasts
• Projector set-up and organization for presentations in conference rooms
• Understanding of networking (LAN, WAN), and active directory
• Troubleshooting of Microsoft Windows 7 and 10, hardware and software components of Dell desktop and laptop computers and of Microsoft Office 2013/2016 applications.
• Ability to reimage PCs and Laptops as needed, experience with PXE booting preferred.
• Computer MACDs and preparing equipment for interoffice transfers.
• Available and adaptable to work outside of set hours and be available outside of set hours for emergency response.
• Provide escalation status notification on service impacting events.
• Track and update events in the ticketing system in a consistent, clear and efficient manner.
• Technical support liaising with Support Desk
• Install and support network printers.
• Mobile device experience and support for iPhones and Android devices
• Cisco VoIP telephone MACDs

Qualifications:

• 5 years' experience with help desk supervision/management
• 3 years' experience with IT project work with a demonstrable track record
• Ivanti HEAT or similar ticketing/ITSM tool experience
• Strong analytical, organizational, and problem-solving skills
• Impeccable verbal and written communication skills
• Self-starter, with the ability to manage own time effectively and work autonomously
• Ability to coordinate Production-based (RTB) workloads and work effectively with the Help Desk Service Supervisor
• Ability to work under a process centric ITIL Framework
• Ability to work on projects using an AGILE methodology, using a scrum or Kanban style
• Ability to work after hours as necessary for general maintenance and on-call support
• Maintain certifications and technical knowledge base through continuing education and study
• Experience working under a process centric ITIL Framework with formal Production Change Management, Service Management, and Incident Management controls in place
• Experience with Atlassian JIRA a plus.
• Basic hardware and software troubleshooting skills

Essential Capabilities

• Strong working knowledge of IP-based video conferencing technology, including Cisco and Lifesize UC video conferencing systems, Crestron controller and switching apparatus and hosted and on-premises video conferencing infrastructure.
• Strong knowledge of Microsoft Windows 7 and 10 operating systems, hardware components of desktop and laptop computers and of Microsoft Office 2013/2016 applications.
• Knowledge and ability to remove viruses/malware, experience with McAfee Endpoint security a plus.
• Excellent listening, questioning and analytical skills along with the ability to remain calm under pressure.
• Ability to demonstrate analytical problem-solving skills.
• Understanding of customer needs and expectations
• Ability to relay to non-technical users in user-friendly language.
• Ability to manage multiple and sometimes competing priorities to meet all deadlines.
• Ability to work well with others and build a strong sense of team spirit.
• Ability to work in a multi-office environment.
• Ability to work independently with minimal supervision in an organized, disciplined, and consistent manner.
• Willingness to receive constructive criticism or feedback on job performance and adjust work habits as necessary.
• Ability to maintain strict confidentiality of the firm's affairs.
• Strong written, verbal, and organizational skills
• The ability to travel to other offices in the Central and West Coast area to provide coverage/support for the desktop team as needed.

Education & Certifications:

• Bachelor's degree in business administration or computer science, Finance, Accounting, or equivalent (10 years ) work experience
• ITIL V3 Foundations or Higher certification is preferred

Benefits:

• 401K
• Medical / Dental / Vision

Equal Opportunity Statement:

RCM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Pay Transparency:

RCM believes in transparency and fairness in compensation. We are committed to providing our employees with competitive salaries that reflect their skills, experience, and contributions to our organization. As part of our commitment to pay transparency, we want to provide you with as much information as possible about our compensation practices.

Disclaimer:

This job posting is intended to describe the general nature and the level of the work to be performed. It is not intended to include every job duty and responsibility specific to the position. RCM reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

About RCM:

RCM is a leading provider of Business, IT, and Engineering Services to over 1,000 clients in the commercial marketplace. RCM partners with clients to define, implement and manage a broad range of technologies across multiple platforms, systems, and networks. Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America.