Regional Lead Technical Support Specialist

Seyfarth Shaw LLP • Atlanta, GA

14d • Hybrid

About The Position

The Lead Technical Support Specialist is the technical workforce lead for Level 2 support and oversees a workforce of Junior and/or Senior Technical Support Specialists. This role analyzes and makes decisions/judgements about technology challenges and problems and directs their team to resolutions, coaches team members to foster their ability to provide prompt customer service oriented resolutions, and assists with identifying technology, training and customer service improvements. The Lead Technical Support Specialist builds and maintains positive and proactive services relationships with the Technology Service Group(TSG) and with Firm customers through project team membership, proactive incident and problem resolution, team work and effective communication.

Requirements

• Advanced knowledge with Microsoft Windows 10 and Microsoft Office 365 within a professional services organization
• Advanced knowledge and support of various mobile email devices
• Advanced knowledge of hardware (desktop/laptop) deployment methods using an image deployment tool
• Expert knowledge on using and troubleshooting Audio/Visual and Video Conferencing systems and software.
• High level of client service orientation a must
• Ability to handle conflict and difficult situations within a technical and client service environment
• Strong ability to adapt to changing technology within a professional services organization
• Proven leadership skills, characteristics, and track record of achieving client service results
• A Bachelor's Degree or Equivalent Experience
• A minimum 5-8 years of general IT support experience in the legal environment.
• A minimum 3 years of supervisory experience.

Responsibilities

• Manage the day to day operational support, change and project management, duties and responsibilities for a team consisting of Junior and/or Senior level Technical Support Specialists
• Monitor team performance on a daily basis and respond to deficiencies in a timely manner
• Delegate to team members to ensure client inquiries and requests are properly handled and resolved
• Provide guidance to team members on issues and resolutions they require assistance on
• Manage team members schedules and schedule changes to ensure appropriate coverage that supports a high level of customer service
• Team with the Director to train, develop and coach team members on a regular basis to ensure quality, customer satisfaction and continuous learning
• Deliver feedback to team members on performance including disciplinary actions. Participates in the performance review process. Develops and presents appropriate goals and objectives for team development and performance
• Participate in the hiring and termination of team members with the Director of User Services
• Facilitate and promote a team culture that encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the Firm
• Lead process and organizational development and improvements where necessary
• Collaborate with IT leadership to identify and facilitate issue prioritization and decision making processes
• Identify and report status of critical incidents and problems to IT leadership
• Oversee Audio/Visual and Video Conferencing set-ups and aspects of AV/VC support in the local office
• Oversee and track all equipment maintenance, including contacting the engineering team and/or vendor for support as require
• Provide back up support and/or assist primary team member responsible for AV/VC as required when they are absent or if additional help is required
• Participate in after-hours domestic and international AV/VC meetings as required
• Review asset management activities on a daily basis. Ensure inconsistencies are rectified and resolved in a timely manner.
• Provide world class concierge level of technical support desk side for hardware and software
• Utilize incident management system to properly document and escalate issues as they are reported
• Ensure escalations from the Service Desk are prioritized properly and status communicated to the client in a timely matter
• Perform advanced troubleshooting and research of incidents and problems
• Collaborate within the larger IT support team to ensure the highest level of customer support and resolution
• Visit offices at a minimum quarterly to develop and maintain strong relationships with team members, office leadership, and office attorneys and staff
• Ensure all office integrated conference rooms are kept in appropriate working order
• Seek and identify opportunities to enhance the clients experience with the Firm’s technology
• Provide after hours availability to assist with client serve delivery, system maintenance, and as needed

Benefits

• Seyfarth provides competitive salary and benefits at all levels, and our culture embraces the entrepreneurial spirit of its professionals like no other firm.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level