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    Service Desk Manager - Palo Alto, United States - Insight Global

    Insight Global
    Insight Global Palo Alto, United States

    3 weeks ago

    Insight Global background
    Description


    An international law firm spanning across the US/Europe/Asia is looking for Service Desk Manager to join their client services team that encompasses the law firm's fully remote 365, 24x7 Level 1 Service Desk for roughly 3000+ end users.

    This role is expected to have overtime as you are on call 24x7 if escalations occur.

    The Service Desk Manager must sit near a Cooley office near:
    Boston, Chicago, Colorado, Los Angeles, New York, Palo Alto, Reston, San Diego, Santa Monica, Seattle, Washington, D. C.

    The firm is in the Top 50 largest law firms in the world; they focus on corporate, litigation, intellectual property, fund formation, public markets, employment, life sciences (#1 law firm for tech and life sciences IPOs), clean technology, real estate, financial services, retail, regulatory and energy practices.

    The firm received the following awards form Fortune Magazine:

    Best Companies to Work For, Best Workplaces for Women, Best Workplaces for Flexibility, Best Workplaces for Giving Back, and Best Workplaces for Parents.


    The Service Desk Manager will be responsible for managing the outsourced service desk and the services they provide globally to the firm, as well as acting as a system administrator for the Firm's Service Desk ticket software.

    The Service Desk software platform, ServiceNow, is also used for problem and change management as well as other core operational functions.

    The IS Client Services Service Desk Manager will also be responsible for overall administration and continuous improvement of these system functions.

    Roughly 60% of the Service Desk Manager's responsibility will be:

    living in the Service Desk environment, answering questions, QA of the incoming tickets and calls to ensure proper resolution, providing feedback to the team, updated Knowledge Base articles, tracking SLAs and metrics, and 40%: internal meetings and project work.


    The manager is also responsible for ServiceNow:

    troubleshooting problems reported by users, analyze issues, read manuals/periodicals/technical reports in the industry to advance our administration knowledge, act as the primary liaison with vendor, schedule upgrades, perform routine audits of the system, and maintain training documentation.

    The manager will be involved in daily stand ups with the team and leadership/ops team, open forums every Thursday/Friday where the Service Desk agents can come prepared with questions or topics they have faced.

    They also hold monthly and quarterly reviews to assess the overall health of the program. The ideal candidate is someone who is passionate about IT, collaborative, and ready to grow with the IT organization.

    Law firm background strongly preferred, or financial services, medical, etc

    • Bachelor's degree in a field related to education, technology, or business
    • Post Graduate degree/certifications
    • 7+ years in client services, service desk or related role
    • 2+ years in a leadership/supervisor role (managing performance, one on ones, etc)
    • Experience managing vendors and geographically dispersed teams
    • Experience managing SLAs, updating Knowledge Base articles etc
    • 5+ years ServiceNow ticketing system management experience
    • Experience with Microsoft products including Windows/Office 2010 and up, current remote access methods, web-interfaced applications used in the practice of law, and other peripheral products including project management, timekeeping software, client/practice databases and research tools used in the industry
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