Armstrong Teasdale is seeking a Technical Support Manager to join the firm. The Technical Support Manager works under the supervision of the Director of Technical Services to assist with the coordination of day-to-day activities and the workflow of the Technical Support team. The Manager demonstrates subject matter expertise related to technical support functions. The Technical Support Manager ensures the timely delivery and support of customer software, hardware and technical services. This position also contributes to problem resolution by giving in-person, hands-on support to customers at the desktop level, and providing high quality customer service to employees and clients. The Technical Support Manager is expected to rely on extensive experience and sound judgment to plan and accomplish department goals.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Assigns, coordinates, and audits the work of the Technical Support team
Coordinates team schedules to ensure adequate coverage at all times
Ensures all Technical Support procedures are followed in an accurate and timely manner
Ensures appropriate Technical Supportcoverage, acting as escalation point for Technology team members, attorneys, and staff across the Firm
Proactively monitors, evaluates and communicates the efficiency and effectiveness of service delivery methods and procedures, while identifying opportunities for improvement
Oversees Technical Support team members in day-to-day operations by effectively delegating tasks, monitoring task completion, and managing team performance
Provides training to team members as needed regarding process and procedure to maintain quality support services
Assists in the repair, preventative maintenance and updating of firm hardware and software
Monitors and tracks ticket flow to ensure the team is providing timely services
Provides customer service and IT support to office guests and employees
Coordinates with designated contacts in all offices regarding technical support needs
Competencies:
Decision Making - Identifies issues and provides suggestions to day-to-day problems; prioritizes and effectively completes daily tasks
Communication - Shares information by using data and information to support an argument or point of view; keeps team informed about progress and problems; avoids surprises; and understands the appropriate level of confidentiality required
Leadership - Gives positive and constructive feedback to peers; trains new employees; finds solutions to a problem; works autonomously; and is motivated to anticipate future business needs
Continuous Learning - Identifies self-training needs and opportunities; positively accepts changes
Teamwork - Actively participates in the team and can provide feedback and solutions; listens and responds constructively to others' concerns
Alignment to Values - Consistently demonstrates the Firm's values and offers constructive feedback to team members regarding the values; strives to learn more and participate in diversity and inclusion efforts; demonstrates respect by understanding and providing support
Required Education: High School Diploma
