Deskside Support Supervisor

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 leads and supervises the work of the deskside team in delivering technological support services to customers, stakeholders, and clients. The position is responsible for prioritizing Incidents and Service Requests assigned to the deskside team and assigning tasks as needed. The Supervisor organizes and delivers day-to-day technology support services including hardware and software support, equipment inventory management, audio visual meeting setups and technology related projects. The Supervisor actively leads team member performance, delivers appropriate feedback, participates in recruiting and conducts employee performance appraisals. The Deskside Support Supervisor also functions as a Support Specialist, about 50% of their day, and provides technical support to office staff and lawyers. The Supervisor works closely with the Workplace Support Managers and Director to manage and develop the team and individuals.

About This Role

• Conduct a daily review of all outstanding events in ServiceNow for the deskside support team to make sure outstanding Incidents and Service Requests are resolved. 
• Coordinate team workload and individual activities to ensure tasks are completed with appropriate urgency and to the required standards of service delivery and appropriately documented.
• Supervise 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.
  
• Deliver timely and appropriate performance and behavioral feedback and coaching. Responsible for the annual performance reviews of the Support and AV Specialists.
• Organize hearing and trial technology set-up to ensure seamless technology experience for all participants.
• Monitors EMS (conference room scheduling tool) to ensure timely response to requests for meeting setups, including videoconferences.
• Monitors EMS (conference room scheduling tool) to ensure timely response to requests for meeting setups, including videoconferences. Working with the AV Supervisor, support audio-visual requirements including video / audio conference technologies, special events, conferences, webinars, and studio recording.
• Follow up on customer dissatisfaction issues 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.
  
• Works closely with WPS Manager/Director to facilitate the efficient and effective functioning of Deskside Support, keeping them apprised of status of all work-related matters.
• Provides customer support for all LAN- based and PC-based applications offered by the firm, including support of remote access from non-firm systems.
• 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.
• Identifies, researches, and resolves technical problems through coordination with others in Workplace Support.
• Provides daily and after-hours network, computer operations and telephone support as necessary.  Responds to telephone, email and in-person requests for technical support.
• Directly or guiding the Deskside Support team, work 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.
• Assists in testing new software & hardware and provides feedback as necessary.
• Lead delivery of firmwide and local projects. Work with project management or external vendors to achieve project goals on time, within scope and budget, and to appropriate quality standards. Administer day-to-day services via account portals as necessary.
• Demonstrates a strong commitment to professionalism, delivering high-quality service, and maintaining a positive, solution-oriented (“can-do”) approach. Effectively supports internal departments, external clients, and vendors through clear, courteous communication via electronic correspondence, telephone, and in-person interactions.
• 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.
•  Carry out additional tasks as delegated, such as offsite assignments (for instance, at the London data center) and in-office duties (like DR testing and recovery), as appropriate.

Your Qualifications/What You Will Bring

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

• Minimum 3 years of experience in a structured customer service technology position including two years of hands-on PC hardware, server and network infrastructure hardware and software configuration and support. operating system and software support.  Prior leadership or supervisory experience preferred.  

Education:

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

Why Join Us?

• A values‑driven firm that fosters collaboration and respect
• The hiring range for this position is $102,000 - $128,000 annually, with final compensation based on experience, qualifications and internal equity.
• This position is eligible for a Hybrid Schedule
• Medical, dental, and vision insurance
• 401(k) with company match and profit-sharing options
• Paid time off and holidays
• For additional information about our benefits, please click here

Our Commitment

Wilmer Cutler Pickering Hale and Dorr LLP (WilmerHale) is an equal opportunity employer and is committed to compliance with all applicable laws prohibiting employment discrimination. It is our policy to take all employment actions and make all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, ancestry, age, marital status, citizenship status, genetic predisposition or carrier status, disability, military status, status as a disabled or other protected veteran, or any other protected status under applicable law. WilmerHale will make reasonable accommodation for qualified individuals with disabilities and otherwise as required by applicable law.

For more information about Equal Employment Opportunity, please click here.

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This job description is intended to describe the general nature and level of the work being performed by employees in the position. It is not intended to be a complete list of all responsibilities, duties, and skills for positions. The firm reserves the right at all times, in its sole discretion, to add or subtract duties and responsibilities, as it deems necessary.