2nd Shift Client Support Lead

2nd Shift Client Support Lead Deloitte Financial Advisory Services LLP ("Deloitte FAS") advises clients on managing business controversy and conflict, executing deals, and maintaining regulatory compliance. We provide services to companies throughout their lifecycle from purchasing a company to investigating potential fraud.  Our dedicated Deloitte FAS professionals bring vast experience, specialized skill sets and deep industry knowledge to our clients. This personalized level of service, combined with the market reach and technical resources of the Deloitte Touche Tohmatsu (DTT) member firms and their affiliates, enables us to respond to the complex and diverse needs of our clients around the world.  In the U.S., the Deloitte FAS practice consists of approximately 1,000 professionals.   In 2008, Deloitte Financial Advisory Services LLP (Deloitte FAS) will open a new facility in Hermitage, TN for e-discovery and computer forensics work.  Deloitte FAS' E-Discovery Solutions Center ("EDSC") will increase the capacity, quality, and efficiency of Deloitte FAS' e-file processing by utilizing state-of-the-art technology in a dedicated environment.  The EDSC will be an important foundation from which we can launch our effort to seize a leadership position in a market expected to reach $4 Billion in service revenue by 2010.  We are looking for dedicated individuals to join Deloitte FAS' Analytic & Forensic Technology practice and help drive the success of the EDSC.   The EDSC will be a 24x7, 365 days a year operation.  This role will be for a 2nd shift position.  The position will be located in Hermitage, Tennessee which is located outside of Nashville.     Job Responsibilities: §         Define overall client support management process, to include escalation process and procedures work with IT to develop §         Work with the Engineering Specialists' Team to identify, evaluate, test, and implement a central client support (help desk) management application §         Monitor status of outstanding calls, ensuring acceptable standards of service §         Work on assigned cases; assist technicians to resolve difficult cases §         Escalate issues as necessary and ensure that calls are handled effectively by working with Engineering Specialists' Team as required §         Coordinate with EDSC Engineering/Operations to keep appraised of any infrastructure issues or changes §         Manage the daily prioritization of issues raised through installation and/or maintenance §         Develop procedures and solutions to improve the productivity and procedures of the Client Support Department §         Create new solutions and evaluate existing solutions to help department answer the service requests more efficiently §         Assist with the development, revision, and delivery of training and procedural materials §         Practice and enforce security policies and procedures  Qualifications: §         Associate's degree in a technology related discipline or a combination of work experience, education and training equivalent to a 2 year college degree in a technology related discipline §         Experience in a leadership role §         Call center related experience, preferably in a Litigation Support/E-Discovery environment §         Knowledge of standard computer hardware, operating systems and hardware §         Microsoft and other certifications beneficial (i.e. MSCDT, MCP, MCSE, PBX) §         Strong client service skills; personal interface and problem resolution §         Ability to work within a team environment and provide coaching and mentoring §         Ability to independently plan, organize and prioritize activities §         Ability to express ideas clearly both in written and oral communications §         Proficiency in service desk application, scheduling application and web hosting applications - Concordance, Relativity, Introspect and Attenex Mapper tools About DeloitteDeloitte refers to one or more ofDeloitte Touche Tohmatsu, a Swiss Verein, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu and its member firms. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Deloitte LLP and its subsidiaries are equal opportunity employers.