Seyfarth Shaw LLP

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. Seyfarth Shaw LLP is a leading law firm that values its people and invests in their professional development. The User Support Manager will lead the Service Desk, ensuring effective communication and support for the firm's attorneys and staff, while also managing performance and enhancing client service delivery. Responsibilities • Intervene and/or troubleshoot unique customer situations as needed • Monitor individual and group performance and reports service levels to all levels of management • Acquire, maintain, and provide a forum for competent knowledge of supported applications • Develop and participate in team or departmental projects or programs that enhance the quality of client service delivery • Work closely with Human Resources, other TSG teams, and any relevant parties to modify policies and procedures as needed • Monitor support activities and informs all appropriate parties of any perceived trends, positive or negative, in calls being received and/or solutions being employed or desired by the client community • Monitor the quality of Service Desk services performed as well as the adherence to organizational guidelines, policies and procedures through both qualitative and quantitative metrics • Monitor need for and secures approval for employee technical training, technical coaching, and/or technical mentoring • Invite, secure, tally, and respond to feedback regarding team performance from the client community. When needed, reach across the TSG organization to ensure feedback is utilized as positive change drivers • Provide client reports on Service Desk, local office support, and asset metrics • Ensure the integrity and usability of the department ITSM software and call center voice system • Research and test new technology to ensure support teams readiness • Plan and participate in presentations to management and/or staff • Update and maintain Operational Manuals • Manage various vendor services and agreements • Where appropriate, act as liaison between attorneys and TSG personnel to ensure incidents are addressed, and root causes are resolved • Participate in various Firm-wide projects including but not limited to the deployment of hardware, inventory activities, and various TSG deployment initiatives • Ensure the appropriate and accurate documentation of issues using the firm’s ITSM software • Manage Firm assets in conjunction with the Technology Asset Management (TAM) team to ensure overall compliancy. This includes, but is not limited to the ongoing accurate physical tracking of laptops, desktops, and loaner equipment on an ongoing basis • Participate as lead on the communications management team creating and authorizing communications to the client community • Travel to other Seyfarth offices as needed based on individual project and operational requirements • Work as needed beyond normal hours of business to support problem management or projects Skills • Bachelor's degree required • Minimum 10 years of IT support experience in a professional environment with a minimum of five years' supervisory/management experience • Detailed experience in client service delivery best practices, support models, as well as a customer-centric support environment • Deep experience in troubleshooting standardized hardware, software, as well as mobile devices from a technical perspective • Ability to adapt leadership style to various working styles, personalities, and skill sets • Willingness to be flexible, especially in the following areas: overtime, offering suggestions and working in a team to resolve problems, performing tasks not specifically identified in the job description, and assuming responsibilities as the needs of the department evolve • Strong leadership skills that inspires and motivates team members and those they support. Positive, proactive and has the courage to accept difficult relationship scenarios and regularly negotiates win-win solution for all involved • Ability to affect change within sphere of influence. Frequently leads development of new improvements • Ability to provide direction and resolution in high-pressure circumstances Benefits • Competitive salary and benefits Company Overview • High stakes. High volume. High impact. It was founded in 1945, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is http://www.seyfarth.com. Company H1B Sponsorship • Seyfarth Shaw LLP has a track record of offering H1B sponsorships, with 1 in 2025, 1 in 2024, 1 in 2023, 2 in 2022, 2 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.