Deskside Support Supervisor Jobs

WilmerHale is a leading, full-service international law firm with 1,000 lawyers located throughout 12 offices in the United States, Europe and Asia. Our lawyers work at the intersection of government, technology and business, and we remain committed to our guiding principles of providing quality, excellent legal and client services; developing diversity among our lawyers and staff and cultivating an environment that promotes an ambitious spirit, collaboration and collegiality by drawing on the extraordinary talents and dynamic experience of our lawyers. Our goal is to reflect the diversity of our clients and the communities in which we practice.
What You Will Be Doing
The Deskside Support Supervisor supervises the work of the deskside team, The position is responsible for prioritizing Incidents and Service Requests assigned to the deskside team, assigning tasks as needed, working with the Support Specialists and Support Technicians to ensure an adequate inventory of imaged laptops and desktops is maintained, working with the hardware technicians to maintain adequate inventory of peripherals and spare parts, and coordinates the setup of new lawyers and staff, including summer and fall associates. Oversight for the AV function and Visitor Offices in their respective cities is part of the Deskside Support Supervisor’s responsibilities. The Deskside Support Supervisor also functions as a Support Specialist, for up to 50% of their day, and provides technical support to office staff and lawyers. The Supervisor works closely with the Workplace Support Manager/Director to manage and develop the team and individuals.
About This Role

• Provides customer support for all LAN- based and PC-based applications offered by the firm, including support of remote access from non-firm systems.
• Provides daily and after-hours network, computer operations and telephone support as necessary. Responds to telephone, email and in-person requests for technical support.
• Provides multimedia meeting support as necessary to assist the Audio/Visual Support personnel, including the support of projectors and video & teleconference systems.
• Directly or guiding the Deskside Support team, works with the attorneys and staff to ensure that they understand how to use the technology tools available to them to enable them to realize the highest level of productivity by minimizing recurrence of use-related issues.
• Follows up on customer dissatisfaction issues in order to understand the reason for dissatisfaction, determine if remediation is possible, and establish service improvement opportunities to be implemented under sponsorship of others in Workplace Support Management.
• Identifies, researches and resolves technical problems through coordination with others in Workplace Support.
• Perform other work as assigned, including contributing to or leading IS projects, as appropriate.
• Monitors EMS (conference room scheduling tool) to ensure timely response to requests for meeting setups, including videoconferences.
• Sets up, configures, and supports new and replacement firm-provided laptop & desktop PC’s and mobile devices, printers, and other related technology for attorneys & staff.
• Conducts a daily review of all outstanding events in the Axios assyst Service Management tool for the deskside support team to make sure outstanding Incidents and Service Requests are resolved. Assigns tasks to deskside support team members as appropriate and supervises the completion of said assignments.
• Works closely with WPS Manager to facilitate the efficient and effective functioning of Deskside Support.
• Assists in testing new software & hardware and provides feedback as necessary.
• Contributes to the firm's Service Excellence initiative to consistently improve its image internally and externally. Displays professionalism, quality service and a "can do" attitude to internal members/departments of the firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.
• Supervises the work of the Deskside Support team to ensure timely completion of Incidents and Service Requests.
• Advocates to attorneys & staff the firm’s technology “best practices” based on what is identified by the trainers, other members of Workplace Support and other IS groups to ensure that customers can work most efficiently & productively.
• Supervises the team and individual performance of the Deskside Support team members including adherence to HR and IS policies & procedures on attendance, time-reporting, and work processes. Responsible for the annual performance reviews of the Support and AV Specialists.

Required Skills
Your Qualifications/What You Will Bring

• Good understanding of the business needs of the Firm and the role Deskside Support plays in supporting those ends.
• Proven experience leading, supervising, or managing a technology or customer support team of similar size and in a similar-sized work environment.
• Demonstrated ability to effectively use PC-based word processing, on-line technology, database, presentation and spreadsheet software currently in use at WH.
• Demonstrated ability to provide face-to-face, telephone and email support.
• Excellent interpersonal skills, as necessary to work effectively with people at all levels at WH.
• Strong conceptual knowledge of software and hardware configurations and software applications.
• Clear articulation of activity, solutions and business needs in electronic format, such as email. Familiarity with issue & request tracking in a service management tool.
• Excellent analytical skills, including the ability to compile, review, and determine logical conclusions or recommendations based on data and information, which is varied in content and format.
• Exceptional oral and written communication skills as necessary to translate complex technical information to a non-technical audience.
• Excellent project management and organizational skills, including the ability to work effectively with little supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.
• Demonstrated ability to prioritize work and complete assigned tasks and projects in a timely manner.

Required Experience
Education

• High school diploma or equivalent required. College degree preferred with substantial coursework in information systems or equivalent experience.
• Management certification or degree preferred.
• Microsoft Office Specialist certifications (MOS) in Word and Outlook and Certified Professional certification(s) strongly preferred.

Experience

• Minimum 3 years experience in a structured customer service technology position including two years of hands-on PC hardware, operating system and software support.
• Prior leadership or supervisory experience preferred.
• Experience with remote access technologies, including VPN, wireless and dial-up, and effective performance of Internet research and specialized programs to support the legal community (e.g.: Lexis, Westlaw, etc.) are required.
• Must have advanced experience with Microsoft Windows XP and Microsoft Office 2003.

Upon joining the firm new hires will go through our onboarding program and be paired with a staff mentor to help them acclimate to the firm. Additionally, there will be opportunities for new employees to take advantage of training and development, public service, and diversity and inclusion programs.
WilmerHale is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.