Helpdesk Support Manager

Unified Technical, Inc. has an opening for a Support Center Manager (Helpdesk Support Manager) for a global company with headquarter in downtonw Los Angeles, CA.  The position offers holiday pay, bonus and 401K plan.

SUMMARY

Under the direction of the Director of IT Operations, the Support Center Manager is responsible for managing all aspects of a 24x7, global telephone technology support service organization; adding value to the Firm by enabling personnel to maximize their utilization of the Firm's technology resources.  The Support Center Manager is also responsible for creating and overseeing Firm wide customer service goals and best practices.
 
RESPONSIBILITIES:
 
** Managing a global, 24x7 Information Technology (IT) telephone support service organization, which provides a single point-of-contact for all users to communicate their technology questions and needs;
** Managing all aspects of employee administration including: hiring, training, performance evaluations, assigning duties, scheduling and setting deadlines for Support Center staff;
** Creating and updating Firm-wide IT customer service policies and Support Center procedures to achieve and maintain high quality service standards;
** Creating Firm-wide service delivery principles and goals that demonstrate: individual responsibility for customer satisfaction, service quality responsiveness and effectiveness, seamless interfacing with all areas of IT and teamwork;
** Overseeing the implementation of changes to applications and departmental responsibilities to meet the changing customer service needs and goals;
** Influencing customer's perceptions of IT's support capability as a whole; fostering and emphasizing high quality customer service and teamwork;
** Serving as a liaison between customer constituencies and the IT organization in the interfacing of user support policies and issues;
** Leading the evaluation and recommendation process for IT Management on all aspects of user support policies and service delivery;
** Managing the Firm-wide institution, delivery and observance of customer service goals and policies; and administration of the Support Center call tracking application including: updates, reports and knowledge base development;
** Managing evolution of Support Center staff and operations to increase their ability to solve computer problems over the telephone and minimize the need to escalate issues to other areas of IT;
** Promoting the effective utilization of Firm provided technologies and services by customer constituencies, offering solutions and/or processes to business needs that will improve productivity; and
** Supervising any outside contractors, third party vendors and temporary workers ensuring adherence to Firm policies and procedures, monitoring attendance and approval of overtime throughout the duration of the assignment or project, as required.
 
REQUIREMENTS:
 
** College Degree and/or equivalent work experience;
** Five plus (5+) years of management or supervisory experience, preferably in a law firm or equivalent professional services environment, working within a hierarchical support organization model;
** Five plus (5+) years of technical customer service support experience, preferably in a law firm telephone Support Center environment; and
** Three plus (3+) years of experience using and administering a Support Center call tracking application, preferably BMC Service Desk Express.
 
KNOWLEDGE:
 
** Various technical customer service support organization disciplines including: managing call dynamics, effective problem management, building and motivating a high performance team, leadership skills and best practices;
** Customer service interfacing practices;
** Microsoft Office Suite XP;
** Interwoven WorkSite  Document Management Systems;
** Practice Support applications;
** Remote access technologies;
** Wireless/PDA technologies;
** Inter/Intra/Extranet technologies; and
** Other applications applicable.

Must be a US Citizen or Green Card Holder local in Southern CA for an in-person interview only.  Must be able to pass a background check.

Please email resume directly to tvo@unifiedtechnical.com and/or call Timothy Vo at (949) 598-7020 ext. 222 for more details.