Technology Support Supervisor

Skadden • Chicago, IL

6d • Onsite

About The Position

We are seeking a Technology Support Supervisor to join our Firm. This position will be based in our Chicago office. The Technology Support Supervisor is responsible for the Local Technology Support Department’s day-to day operations, including service levels, staffing, and assignments, ensuring a consistent, timely and high quality level of technology support for the office, as well as assisting with planning, staffing and implementation of technology projects in conjunction with the Regional Technology Manager. This position is also responsible for maintaining hardware and software inventories for the office, and the implementation and action of the firm’s technology policies in the office. This position requires in office presence five days per week, and the hours are 9:00 am - 5:00 pm, which also requires flexibility.

Requirements

• Ability to administer Firm policies and procedures with regard to Skadden desktop applications
• Thorough knowledge of computer networks, hardware and software
• Thorough knowledge of standard Skadden applications
• Ability to provide in-depth analysis of various software applications
• Ability to sit at workstation for extended periods of time
• Ability to exert moderate to high physical effort
• Current knowledge of industry best practices, trends and techniques
• Knowledge of relevant firm computer software programs (e.g., Outlook, Excel, PowerPoint), with the ability to learn new software and operating systems
• Knowledge and implementation of the annual budget process
• Demonstrates effective interpersonal and communication skills, both verbally and in writing
• Demonstrates close attention to detail
• Excellent analytical, troubleshooting, organizational, and planning skills
• Ability to effectively supervise others
• Ability to administer Firm policies and procedures
• Ability to handle multiple projects and shifting priorities
• Ability to handle sensitive matters and maintain confidentiality
• Ability to organize and prioritize work and delegate effectively
• Ability to work well in a demanding and fast-paced environment
• Ability to work well independently as well as effectively within a team
• Ability to use discretion and exercise independent and sound judgment
• Flexibility to travel
• Flexibility to adjust hours and work the hours necessary to meet operating and business needs
• Bachelors degree
• Minimum of five years related experience and two years of supervisory experience or equivalent Skadden experience

Responsibilities

• Coordinates and oversees department projects, day-to-day operations and long-range plans.
• Manages operational standards and escalation procedures to ensure service levels and responsiveness are maintained by the local team at a consistent level, including assessment and support of help desk ("ACD") functions.
• Responsible for the assessment and purchasing of local hardware, software and other IT supplies within established budgets and through appropriate channels, and communicates technology updates to appropriate departments.
• Ensures accuracy of local inventory records and that assets are maintained responsibly.
• Implements and upholds department and Firm policies and procedures.
• Partners with department leaders to coordinate the rollout of technology initiatives.
• Oversees employees' work performance and provides guidance in the resolution of problems.
• Ensures current knowledge of Firm policies and practices, current knowledge of industry trends, and continued professional development for business services professionals.
• Maintains current knowledge of Firm's technology systems and ensures local technology support professionals are knowledgeable of Firm technology systems through access to training and development opportunities.
• Participates in the interviewing, selection and training process.
• Participates in reviewing and evaluating the performance and work of staff and preparation of performance evaluations.
• Effectively utilizes the Firm's performance management process to communicate performance expectations, monitor performance, coach employees, and manage unsatisfactory performance.
• Monitors time, attendance, overtime, and expense reports to ensure accuracy and compliance with firm policies.
• Consults with the applicable Technology Manager and Human Resources regarding employment issues and policy and procedural changes, initiates disciplinary procedures as applicable.
• Establishes and maintains effective working relationships with clients, attorneys and staff.
• Oversees new hire technology onboarding, coordinating with the global training team as needed.
• Ensures the security of the Firm's systems through awareness and training of technology support staff.
• Recommends and implements changes and improvements in methods and procedures to higher level management.
• Demonstrates effective interpersonal, written and verbal communication skills to facilitate effective work relationships with others.
• Manages Firm resources responsibly.
• Complies with and understands Firm operation, policies and procedures.
• Performs other related duties as assigned.
• Recommends guidelines and practices to promote efficiency, effectiveness, excellent customer service and improved employee relations, in alignment with the Firm's Core Values.
• Develops and communicates departmental guidelines and procedures.
• Ensures accurate and timely responses to requests for departmental services.
• Regular and reliable physical presence to provide in-office supervision and support.

Benefits

• Competitive salaries and year-end discretionary bonuses.
• Comprehensive health care (medical, dental, vision), savings plan/401(k) and voluntary benefits.
• Generous paid time off.
• Paid leave options, including parental.
• In-classroom, remote, and on-demand learning and professional development opportunities.
• Robust well-being classes and programs.
• Opportunities to give back and make an impact in local communities.

What This Job Offers

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