Associate Director of Support Services to join their team in New York, NY. This role is hybrid.
The Associate Director of Support Services is a management role responsible for managing and directing the day-to-day operations of the firm's support services provided by the User Support department. The individual researches, analyzes support services practices with the goal of improving efficiencies and effectiveness of the department. The position holds accountability to ensure the team goals are set and met; services are provided in an efficient and effective manner, and ensures that the User Support staff utilizes appropriate procedures to quickly address reported inquires and issues. Works closely with User Support, Service Relationship Management to understand and address client needs and to elevate user experience when interacting with firm technologies and technology services.
Responsibilities/Duties
Collaborate with key IT teams and other business units to build partnerships and to implement and maintain a high quality support organization
Ensure User Support personnel are provided with the latest knowledgebase article required to assist with call handling, and are trained on the appropriate use
Assist with escalations and high priority issues, call tracking, and root cause analysis
As needed, participate in root cause analysis to help ensure outstanding issues are addressed, pervasive or system issues are highlighted and tracked, and issue resolutions are shared with the User Support team
Monitor and report on key performance indicators, including service level standards, to inform IT leadership on the health of the IT support organization, and otherwise work to improve end-user technology user experience and maximize technology satisfaction
Work with Associate Director, Service Relationship Management to address end-user complaints, review client satisfaction surveys, and develop plans to address areas for improvements
Educate and inform User Support team about new and updated technology services
Assist with budgetary preparations and forecasting activities, as needed
Perform other duties as assigned
Required Skills
5+ years of relevant experience required
Ability to communicate effectively and present information verbally and in writing
Strong attention to detail and follow-up
Excellent organization and time management
Must be able to work collaboratively in a team environment
Ability to carry out instructions furnished in written, oral or diagram form
Ability to work under pressure and meet and exceed deadlines
Working knowledge of Windows operating systems, Microsoft Office productivity suite, and other key firm applications
Strong knowledge of computing, networking, hardware products, mobile technology, and software used in the legal industry
Required Education
Bachelor's degree in Technology or Business Management, or 5+ years of relevant experience
ITIL foundations certification or coursework
ServiceNow administrator training, certification, or 3+ years equivalent experience
DescriptionAlvarez & Marsal Private Equity Performance ImprovementAssociate, CFO Services - (Digital Finance) OVERVIEW: A& Ms Private Equity Performance Improvement Services (PEPI) practice works with private equity held portfolio companies and provides our clients with solutions to preserve and generate value for their businesses. Our goal is to improve transparency to key drivers and business performance, to support increasing cash and EBITDA, and to provide benefits through hands-on involvement in our clients operations. Our job is to support PE firms to ensure their portfolio companies have credible plans and the ability to execute and deliver financial outcomes.Our PEPI CFO Services practice includes the following pillar of services:
DescriptionAlvarez & Marsal Private Equity Performance ImprovementSenior Associate, CFO Services - (Digital Finance) OVERVIEW: A& Ms Private Equity Performance Improvement Services (PEPI) practice works with private equity held portfolio companies and provides our clients with solutions to preserve and generate value for their businesses. Our goal is to improve transparency to key drivers and business performance, to support increasing cash and EBITDA, and to provide benefits through hands-on involvement in our clients operations. Our job is to support PE firms to ensure their portfolio companies have credible plans and the ability to execute and deliver financial outcomes.Our PEPI CFO Services practice includes the following pillar of services: