Deskside Support Supervisor

WilmerHale is a leading, full-service international law firm with 1,000 lawyers located throughout 12 offices in the United States, Europe and Asia. Our lawyers work at the intersection of government, technology and business, and we remain committed to our guiding principles of providing quality, excellent legal and client services; developing diversity among our lawyers and staff and cultivating an environment that promotes an ambitious spirit, collaboration and collegiality by drawing on the extraordinary talents and dynamic experience of our lawyers. Our goal is to reflect the diversity of our clients and the communities in which we practice.

What You Will Be Doing

The Deskside Support Supervisor leads and supervises the work of the deskside team in delivering technology support services to customers, stakeholders, and clients. The position is responsible for prioritizing Incidents and Service Requests assigned to the deskside team and assigning tasks as needed. The Supervisor organizes and delivers day-to-day technology support services including hardware and software support, equipment inventory management audio visual meeting setups and technology related projects. The Supervisor actively leads team member performance, delivers appropriate feedback, participates in recruiting and conducts employee performance appraisals. The Deskside Support Supervisor also functions as a Support Specialist, about 50% of their day, and provides technical support to office staff and lawyers. The Supervisor works closely with the Workplace Support Managers and Director to manage and develop the team and individuals. 

About This Role

• Conduct a daily review of all outstanding events in ServiceNow for the deskside support team to make sure outstanding Incidents and Service Requests are resolved.  
• Coordinate team workload and individual activities to ensure tasks are completed with appropriate urgency and to the required standards of service delivery and appropriately documented.
• Supervise the team and individual performance of the Deskside Support team members including adherence to HR and IS policies & procedures on attendance, time-reporting, and work processes.
• Deliver timely and appropriate performance and behavioral feedback and coaching. Responsible for the annual performance reviews of the Support and AV Specialists.
• Lead the organization of hearing and trial technology set-up to ensure seamless technology experience for all participants.  
• Monitors EMS (conference room scheduling tool) to ensure timely response to requests for meeting setups, including videoconferences.
• Monitors EMS (conference room scheduling tool) to ensure timely response to requests for meeting setups, including videoconferences. 
• Support audio-visual requirements including video / audio conference technologies, special events, conferences, webinars, and studio recording.
• Follow up on customer dissatisfaction issues to understand the reason for dissatisfaction, determine if remediation is possible, and establish service improvement opportunities to be implemented under sponsorship of others in Workplace Support Management.
• Works closely with WPS Manager/Director to facilitate the efficient and effective functioning of Deskside Support, keeping them apprised of status of all work-related matters.
• Provides customer support for all LAN- based and PC-based applications offered by the firm, including support of remote access from non-firm systems.
• Sets up, configures, and supports new and replacement firm-provided laptop & desktop PC’s and mobile devices, printers, and other related technology for attorneys & staff. 
• Identifies, researches, and resolves technical problems through coordination with others in Workplace Support.
• Provides daily and after-hours network, computer operations and telephone support as necessary.  Responds to telephone, email and in-person requests for technical support. 
• Directly or guiding the Deskside Support team, works with the attorneys and staff to ensure that they understand how to use the technology tools available to them to enable them to realize the highest level of productivity by minimizing recurrence of use-related issues.
• Assists in testing new software & hardware and provides feedback as necessary.
• Lead delivery of firmwide and local projects. Work with project management or external vendors to achieve project goals on time, within scope and budget, and to appropriate quality standards. Administer day-to-day services via account portals as necessary.
• Displays professionalism, quality service and a "can do" attitude to internal members/departments of the firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person. 
• Advocates to attorneys & staff the firm’s technology “best practices” based on what is identified by the trainers, other members of Workplace Support and other IS groups to ensure that customers can work most efficiently & productively.
• Carry out additional tasks as delegated, such as offsite assignments (for instance, at the London data center) and in-office duties (like DR testing and recovery), as appropriate.