User Support Manager

Why Seyfarth
At Seyfarth, we understand that great people are the key to our success, and we provide the opportunities to match. If you join us, you'll work with state-of-the-art technology in a friendly and professional environment, and we will continue to invest in your professional development. If you want the freedom to grow at a firm that is invested in your future, keep reading.

The Opportunity
As the User Support Manager, you will be responsible for the overall leadership and service delivery for the Service Desk to the firm's attorneys and staff across all Seyfarth offices. You will manage the coordination of communication and support between the user community and the Technology Services Group (TSG).

The Day-To-Day
On Any Given Day, You Will

• 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

You Have

• Bachelor's degree required
• Minimum 10 years of IT support experience in a professional environment with a minimum of five years' supevisory/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

What We Provide
Seyfarth provides competitive salary and benefits at all levels, and our culture embraces the entrepreneurial spirit of its professionals like no other firm. Our professional staff are a collaborative team, helping to define the unique client experience offered by the firm. We understand that it takes more than attorneys to build a successful legal practice; everyone participates in our commitment to excellence.

More About Seyfarth
With more than 975 lawyers across 17 offices, Seyfarth Shaw LLP provides advisory, litigation, and transactional legal services to clients worldwide. Learn more about The Seyfarth Experience at

Seyfarth Shaw is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, change of sex or transgender status, genetic information or any other basis protected by federal, state or local law.

If you would like more information about your EEO rights as an applicant under the law, please click EEO is the LAW and the Supplement poster through the following link:

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