Foley Hoag
Service Desk Manager
Foley Hoag, Boston, Massachusetts, us, 02298
We are seeking an experienced, customer service-focused Service Desk Manager ("Manager") to oversee the daily operations of the service desk team and ensure best-in-class support experience for all firm personnel. The Manager will ensure all inquiries and issues reported to the service desk are addressed in a prompt and efficient manner and will support the development of a dynamic team, ensuring they are fully equipped with the knowledge and skills to excel. The successful candidate will be experienced in implementing process improvements to maximize efficiency while fostering a collaborative and solutions-oriented team culture focused on continuous improvement, proactive problem-solving, responsiveness, and creating exceptional customer experiences.
Responsibilities
Build and supervise a high-performing service desk team, providing guidance, support, coaching, and training as needed.Provide regular performance feedback and coaching for continuous improvement of the team as a whole and individual members of the service desk team.Provide professional development and training to keep the service desk team abreast of current trends and communicate technical changes within the technology environment.Serve as a point of escalation for complex technical issues, providing guidance and support to members of the service desk team.Manage staffing schedules and on-call procedures, including support outside normal business hours, during emergency or major incident events, weekends, holidays, and for project initiatives.Develop and implement processes and procedures to streamline service desk support operations and improve customer satisfaction.Develop standard operating procedures, including workflows, escalation procedures, and incident support procedures to ensure efficient and effective handling of reported issues.Ensure knowledgebase articles are created, reviewed, and updated within defined cadences, and are shared with the service desk team and other support teams.Monitor ticket trends to identify issues within the technology environment, identify support trends, and develop action plans to remediate where needed.Stay current on industry trends and best practices related to support operations and managing a service desk.Monitor daily ticket activities to ensure tickets are addressed in a timely and effective manner, adequately documented, and actions of the team support the service targets of the technology department.Adhere to the ITIL service delivery framework for managing technical problems and changes.Collaborate across technology teams, and with other departments to identify and resolve recurring technical issues.Collaborate with other technology teams related to service transition plans as part of project initiatives, upgrades, and other technology deployments.Collaborate with other technology teams to support the availability of firm systems and for specialty applications.Ensure adherence to departmental and firm policies and procedures.Provide regular reporting and KPI data to department leaders and otherwise monitor the efficiency and effectiveness of the service desk.Qualifications:
3+ years of relevant experience in a technical support role within a law firm environment required3+ years of supervisory/team management experience requiredWorking knowledge of ServiceNow requiredAssociate's degree in technology or related field preferredExcellent communication and interpersonal skillsStrong technical knowledge of end-user support, hardware, networking, software, systemsAdept at analyzing and prioritizing in a fast-paced complex environmentStrong customer service focus, with commitment to delivering high-quality support servicesExperience developing or building high-performance collaborative teamWorking knowledge of ITIL service delivery frameworkAn appreciation for Foley Hoag's core values of excellence, service ethic, collegiality, and inclusivity.
About Foley Hoag
Founded in 1943, Foley Hoag has established a lengthy record of success in the innovation industries of life sciences, health care, technology, energy/renewables, and cannabis. Regardless of the intricacy of the matters, we provide clients with creative, strategic legal advice tailored to their specific goals.
Our people define us. From our offices in Boston, Washington DC, New York, Denver, and Paris, more than 350 lawyers and 260 professionals in business services exhibit authentic collegiality, genuine respect for each other, and the drive to deliver exceptional client service. Foley Hoag has received numerous honors and rankings including 20 national rankings and 37 regional rankings in US News' 2023 edition of the "Best Law Firms."
Since our founding, Foley Hoag has been a leader and catalyst for change in the legal industry and beyond. We value the diversity of perspectives and experiences that enrich our work and our world and seek to hire the best lawyers and business services professionals, regardless of religions, race, gender, or any other factor. We strive every day to ensure everyone at Foley Hoag feels valued through career development, affinity groups, mentorship programs, culture, and community-building events and more. We offer a competitive compensation and benefits package, and a connected, challenging, professional, and fun place for you to thrive in the next chapter of your career. Visit our website to learn more about culture and opportunities at Foley Hoag LLP.
Compensation range is $96,000 to $115,000 commensurate with related experience and qualifications. The salary of the candidate selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, specialty, and training. The above salary range (or hiring range) represents the firm's reasonable estimate of the range of possible compensation at the time of posting.
Employment agencies and search firms:
Search firm submissions are not requested nor considered for this position. We do not pay agency fees when speculative and unsolicited candidate profiles are submitted. Please be advised at this time we are not considering new agreements with search firms/agencies not currently on our preferred supplier list for Business Services Professionals recruitment.
Responsibilities
Build and supervise a high-performing service desk team, providing guidance, support, coaching, and training as needed.Provide regular performance feedback and coaching for continuous improvement of the team as a whole and individual members of the service desk team.Provide professional development and training to keep the service desk team abreast of current trends and communicate technical changes within the technology environment.Serve as a point of escalation for complex technical issues, providing guidance and support to members of the service desk team.Manage staffing schedules and on-call procedures, including support outside normal business hours, during emergency or major incident events, weekends, holidays, and for project initiatives.Develop and implement processes and procedures to streamline service desk support operations and improve customer satisfaction.Develop standard operating procedures, including workflows, escalation procedures, and incident support procedures to ensure efficient and effective handling of reported issues.Ensure knowledgebase articles are created, reviewed, and updated within defined cadences, and are shared with the service desk team and other support teams.Monitor ticket trends to identify issues within the technology environment, identify support trends, and develop action plans to remediate where needed.Stay current on industry trends and best practices related to support operations and managing a service desk.Monitor daily ticket activities to ensure tickets are addressed in a timely and effective manner, adequately documented, and actions of the team support the service targets of the technology department.Adhere to the ITIL service delivery framework for managing technical problems and changes.Collaborate across technology teams, and with other departments to identify and resolve recurring technical issues.Collaborate with other technology teams related to service transition plans as part of project initiatives, upgrades, and other technology deployments.Collaborate with other technology teams to support the availability of firm systems and for specialty applications.Ensure adherence to departmental and firm policies and procedures.Provide regular reporting and KPI data to department leaders and otherwise monitor the efficiency and effectiveness of the service desk.Qualifications:
3+ years of relevant experience in a technical support role within a law firm environment required3+ years of supervisory/team management experience requiredWorking knowledge of ServiceNow requiredAssociate's degree in technology or related field preferredExcellent communication and interpersonal skillsStrong technical knowledge of end-user support, hardware, networking, software, systemsAdept at analyzing and prioritizing in a fast-paced complex environmentStrong customer service focus, with commitment to delivering high-quality support servicesExperience developing or building high-performance collaborative teamWorking knowledge of ITIL service delivery frameworkAn appreciation for Foley Hoag's core values of excellence, service ethic, collegiality, and inclusivity.
About Foley Hoag
Founded in 1943, Foley Hoag has established a lengthy record of success in the innovation industries of life sciences, health care, technology, energy/renewables, and cannabis. Regardless of the intricacy of the matters, we provide clients with creative, strategic legal advice tailored to their specific goals.
Our people define us. From our offices in Boston, Washington DC, New York, Denver, and Paris, more than 350 lawyers and 260 professionals in business services exhibit authentic collegiality, genuine respect for each other, and the drive to deliver exceptional client service. Foley Hoag has received numerous honors and rankings including 20 national rankings and 37 regional rankings in US News' 2023 edition of the "Best Law Firms."
Since our founding, Foley Hoag has been a leader and catalyst for change in the legal industry and beyond. We value the diversity of perspectives and experiences that enrich our work and our world and seek to hire the best lawyers and business services professionals, regardless of religions, race, gender, or any other factor. We strive every day to ensure everyone at Foley Hoag feels valued through career development, affinity groups, mentorship programs, culture, and community-building events and more. We offer a competitive compensation and benefits package, and a connected, challenging, professional, and fun place for you to thrive in the next chapter of your career. Visit our website to learn more about culture and opportunities at Foley Hoag LLP.
Compensation range is $96,000 to $115,000 commensurate with related experience and qualifications. The salary of the candidate selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, specialty, and training. The above salary range (or hiring range) represents the firm's reasonable estimate of the range of possible compensation at the time of posting.
Employment agencies and search firms:
Search firm submissions are not requested nor considered for this position. We do not pay agency fees when speculative and unsolicited candidate profiles are submitted. Please be advised at this time we are not considering new agreements with search firms/agencies not currently on our preferred supplier list for Business Services Professionals recruitment.