What are the responsibilities and job description for the Manager, Technology Support position at White & Case LLP?
Firm Summary
White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.
With lawyers and staff operating from more than 47 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world's key financial markets and our strengths in handling complex cross-border work.
It's not just about our global network of offices and shared services centers; it's the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It's one of the reasons we attract and retain cross-border work. And why we attract a diverse group of people.
Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world. Our people represent 90 nationalities and speak 80 languages.
Position Summary
Duties and Accountabilities1
- Maintain high performing service support functions in the Washington D.C. office with emphasis on customer care and client service
- Take ownership of reported support issues, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
- Be accountable for the quality of service and performance of the Support Service functions
- Drive internal and third-party service review meetings to address performance, service improvements, quality and processes
- Ensure that the ticketing system is appropriately managed such that tickets (incidents and requests) are resolved in an efficient manner that all work is appropriately logged and tracked through Service Now ticketing system
- Manage and maintain IT equipment inventory records in-line with information security and asset management policies
- Ensure that PC assignment, account and office setups are completed before start date for all new joiners
- Coordinate with Office Operations the IT support for room moves and other internal changes
- Ensure that new joiner equipment and setup is coordinated with Training Support including preparation and support for IT Training room setups
- Oversight and support of the Audio-Visual team with the resourcing and day-to-day provision of video conferencing and meeting room support to the client and internal meeting rooms
- Develop and promote close working and interaction between Desktop Support, Audio Visual support and Hybrid Events team
- Supervise and manage the day-to-day operation of the IT Support Services and AV functions within the Washington, D.C. office
- Maintain a high degree of quality control and management
- Develop and maintain key stakeholder relationships with the Washington, D.C. office
- Recurring meetings with Office Administrator
- Recurring meetings with Office Executive Partner (OEP)
- Recurring meetings with Human Resources
- Hold regular team meetings to keep staff apprised of events & procedures
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Conduct performance evaluations for Support Services staff along with input from functional line managers and the Americas Regional Support Manager
- Maintain the practice of continuous improvement and education by attending seminars, etc. and keeping current on new leadership skills
- Maintain professional and technical knowledge by reviewing related professional publications
- Stay in tune with the Firm's growing projects for practical experience
- Maintain a professional demeanor at all times
- Evaluations will be carried out yearly with a six-month review by your Manager
Qualifications
- At least two (2) years' experience in a similar role
- Must be self-motivated and able to multitask and work in a fast-paced environment
- Must have excellent communications skills, computer skills, customer service skills, follow-up skills and organizational skills
- Excellent problem solving and troubleshooting skills with the ability to think creatively
- Strong analytical skills
- Creative and detail-oriented person with the willingness to learn
- College degree or relative work experience
- Previous experience of managing and developing teams
Location & Reporting
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- This role is based in our Washington, D.C. office.
- This role reports to the Americas Regional Support Manager.
Equal Opportunities
White & Case is an Equal Employment Opportunity (EEO) employer and is committed to creating a diverse and inclusive workplace. It is our Firm's policy to recruit, employ, train, compensate and promote without regard to race, color, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.
Applicants who are interested in applying for a position and require an accommodation during the process should contact talent.acquisition@whitecase.com.
Benefits at White & Case
The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.
1The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.
