USER SUPPORT MANAGER

HBR Consulting, LLC is seeking a User Support Manager to join the Firm. Specifically, we are seeking a dynamic technology driven individual experienced with defining and executing strategies to provide world-class service and support for multiple, global law firm clients by bringing a fresh, innovative, and cost effective approach to the challenges of IT support.  The User Support Manger will be responsible for managing teams across multiple managed services clients, establishing and managing standards, processes, and procedures.

Key Responsibilities:

  • Responsible for the delivery of Level 1 and Level 2 help desk services and training staff to support managed services clients
  • Perform SWOT analysis of the market and develop a strategic plan focused on innovative methods for delivering, measuring and improving service delivery as well as financial management and reporting, focused on cost, value, and ROI
  • Establish Support Center processes based upon ITIL principles of service management, support, and delivery. Develop mature practices, including metrics and reporting of critical KPIs, in the following areas:
    • Incident management and troubleshooting methodologies
    • Service Request management
    • Problem management
    • Knowledge management (Knowledge Base)
    • Change Management
  • Establish and enforce standards for workforce management, coaching, team building, and succession planning
  • Develop real-time and trend analysis reports for both operations teams and management (operational, performance, and cost metrics)
  • Manage client expectations with a focus on continuous improvement

Education and Experience Requirement:

  • Bachelor’s Degree in IT (or related field) is preferred
  • 5+ years of leading end sure support in a global enterprise
  • 5+ years of management experience
  • Proven experience in finding creative ways to execute in a fast paced work environment with a track record of delivering results on time and on budget
  • Excellent leadership, organizational, project management, communication and collaboration skills
  • Delivering excellent customer service experiences with focus on attention to detail
  • Develop productive and consultative working relationships across IT departments and leadership at client sites
  • Ability to work on multiple projects at once, prioritize, work independently, and problem solve, working comfortably under pressure
  • ITIL certifications or equivalent experience
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