McGuireWoods LLP

  • Lead, IT Service Desk Analyst

    Category Information Technology
    Job Location
    US-VA-Richmond
  • Overview

    McGuireWoods has an opportunity for a self-starting, enthusiastic individual to join its Technology team as a Lead IT Service Desk Analyst. The candidate most closely-aligned with the role will have strong technical experience as a Service Desk Analyst, as well as exposure as a Lead, Manager, or Supervisor. This person will ideally have a strong desire to grow into a managerial role with the firm.

     

    McGuireWoods is a full-service firm providing legal and business solutions to corporate, individual and nonprofit clients worldwide for more than 184 years. Our law firm has earned the loyalty of many longstanding clients with deep understanding of their businesses and broad skills in corporate transactions, high-stakes disputes, and complex regulatory and compliance matters. People come here to do great, challenging work and we provide the resources and training for them to succeed and develop professionally. Working together from offices in the U.S., Europe and Asia, McGuireWoods is dedicated to diverse perspectives, impeccable service, and innovative delivery of practical, business-minded solutions. For more information, visit www.mcguirewoods.com.

     

    Responsibilities

    • Provide leadership and oversight for day-to-day operations of the IT Service Desk team and acts as a point of contact for Service Desk Analysts, other IT teams and IT management.
    • Handles escalations, follow up conversations and/or researching problems that may require a greater time investment than is normally spent on initial customer contact.
    • Ensures that updates to the IT Service desk training materials, portal page, policy and procedure documents and knowledgebase are kept current.
    • Identifies process failures, improvement opportunities, and ensures actions are taken to enhance operational effectiveness and performance
    • Monitors, remediates, and/or escalates all issues and requests that occur through the IT Service Desk, allowing for minimal customer work disruption and satisfaction of service.
    • Regularly direct the work of the IT Service Desk staff and provides recommendation/suggestion of hire, fire, advancement, promotion or other status change regarding those employees. Supervision includes, but is not limited to, interviewing and training employees, setting and adjusting work hours, planning/apportioning work among employees, assisting with preparing and conducting performance appraisals, coaching and counseling.
    • Manages the firms’ support partner operational interactions by reviewing, updating and closing incidents, providing training, conducting bi-weekly meetings with the account lead, frequent knowledgebase reviews, monthly reporting of statistical performance and any other needed interactions.
    • Creates, distributes and analyzes weekly and monthly IT Service Desk and Service Desk partner performance reporting; analyzes Service desk performance through various statistical and reporting methods. Prepares statistical reports for staff and management regarding Service desk activities.

    Qualifications

    • Prefer Bachelor’s degree and/or one or more relevant Microsoft Certifications. Prefer experience in a legal environment and a minimum of two years supporting the use of industry standard Windows applications through on-site, service desk or training functions.
    • Experience with technical support in a call-center/remote environment required.
    • Proficiency in all Level One software and general understanding of Level Two/Three software packages.( Microsoft Word and Outlook (expert level), Microsoft Office Suite (very proficient) and Windows OS (proficient).)
    • Ability to establish effective working relationships across organizational boundaries to include clients, peers and managers, and to work cooperatively with technical staff and customers.
    • Ability to communicate support issues, status and recommended course corrections to senior management.
    • Ability to work in very high-pressure situations and handle multiple tasks simultaneously while maintaining a very professional and appropriate demeanor. Must be able to communicate with the Firm’s Partners and Executives. This position is highly visible, requiring dependability, communication skills and professionalism.
    • Proven leadership and decision making skills required, including but not limited to, teambuilding, coaching/developing and excellence in business communication.

    Have more questions?  Connect with a recruiter directly. #LI-CW1

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