Technical Support Supervisor

  • Job Reference: 462857950-2
  • Date Posted: 2 January 2022
  • Recruiter: Jenner & Block
  • Location: San Francisco, California
  • Salary: On Application
  • Sector: Legal
  • Job Type: Permanent

Job Description

ABOUT JENNER & BLOCK

Jenner & Block () is a law firm with global reach, with more than 500 lawyers and offices in Chicago, London, Los Angeles, San Francisco, New York and Washington, DC. The firm is known for its prominent and successful litigation practice and experience handling sophisticated and high-profile corporate transactions. Firm clients include Fortune 100 companies, large privately held corporations, financial services institutions, emerging companies and venture capital and private equity investors. The American Lawyer magazine has ranked Jenner & Block as the #1 pro bono firm in the United States 10 times, most recently in 2019. The firm has been ranked in the top 10 in this category every year since 1990.


OVERVIEW

The Technical Services Supervisor is responsible for the day-to-day operation and supervision of the Technical Support Team. This includes overseeing the daily workflow and providing phone/desk-side technical support to answer both hardware and software questions. The Supervisor will provide and communicate resolution of issues and will assist the Director of Technology Services. Frequent interaction with internal and external users including staff, clients and management where courtesy, tact, cooperation and negotiation is required to problem solve user issues. Serves as a primary contact with users. Must demonstrate a team spirited attitude.


Exemption Status: Exempt


Work Schedule: 8:30 am - 5:00 pm Monday - Friday, Hours may vary dependent on support requirements or resource availability.


ESSENTIAL JOB FUNCTIONS

  • Responsible for the day-to-day operation and supervision of the Technical Support Team
  • Monitors daily workflow and work assignments
  • Administers daily communication with Director of Technology and Office Manager to review work schedule, tasks, projects and workflow
  • Responsible for the department work schedule
  • Performs performance evaluations of team members
  • Assists with creation of department budget
  • Escalates personnel issues to the Director of Technology Services and Director of Administration
  • Consistently provides reporting to and communicates with senior management of the user group
  • Suggests creative and efficient programs, guidelines, methods and procedures to enhance the quality of services provided
  • Maintains the call tracking system through the input of resolutions to issues and/or tracking issues that are escalated
  • Enters data and adds/deletes information accurately and timely into the call tracking system
  • Effectively escalates and documents all support calls for which resolution is not possible
  • Acquires and maintains a highly competent knowledge of relevant products, current support policies and methods of support delivery
  • Recommends or performs actions to correct problems based on knowledge of system. Researches, provides and documents confident, accurate solutions to user problems on a timely basis
  • Communicates information and progress reporting, as applicable, to all necessary parties
  • Monitors support activity and informs colleagues and manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed
  • Invites feedback from end user community. Also assists in the investigation of end user complaints and the delivery of an appropriate remedy and response.
  • Proactively, on a regular basis, tours all floors and visits end users
  • During emergency situations (i.e., server outages) tours all floors to keep users informed, answer questions and provides general downtime assistance as required
  • Fills in for the Application Support and Infrastructure Team as requested. Provides technical coaching and mentoring to other Helpline staff members
  • Assists colleagues in the resolution of support issues
  • Coordinates training programs with support departments
  • Coordinates new hire technology training
  • Acts as a liaison for all Audio Visual related activities, including setup, troubleshooting and repair of Audio Visual equipment
  • Works with the Communications Engineer on setup, troubleshooting and repair of telephony equipment
  • Maintains inventory of all technology equipment (computers, handheld devices, monitors, printers, etc.)
  • Communicates with Data Center staff to update, troubleshoot, maintain and repair all network infrastructure hardware
  • Leads or participates in special projects as requested
  • Other duties as assigned


REQUIREMENTS

  • Four year college Computer Science Degree or equivalent experience
  • Minimum of four years of corporate, professional services or law firm Help Desk experience
  • Minimum of four years previous supervisory experience in a medium to large office environment (100+ personnel).
  • Demonstrated supervisory skills , including, but not limited to conducting performance evaluations, building an effective team through collaboration and providing site management updates
  • Microsoft Certified Professional Certification preferred
  • A+ Hardware Certification preferred
  • A+ Software Certification preferred
  • Advanced knowledge and ability to troubleshoot word processing applications including macros required
  • Proficiency with Microsoft Word/Excel/Outlook/PowerPoint required
  • Advanced knowledge of remote access applications required
  • Call tracking application experience required
  • MOUS certifications preferred
  • Proven computer hardware troubleshooting ability required
  • Solid understanding of networks and their relation to end-users required
  • Virus detection and removal ability required
  • Legal application knowledge such as OpenText DM, NetDocumets, Create Macrosuite and Interaction CRM strongly preferred
  • Effective written and verbal communication skills with unskilled and highly skilled PC users
  • Excellent organizational and time management skills, including the ability to meet deadlines while paying attention to details
  • Ability to demonstrate sound business judgment when making quick and clear decisions in accordance with Firm policy
  • Proven ability to work within an environment that is fast paced, requiring changing priorities
  • Proven customer service skills are required in order to create, maintain and enhance user relationships
  • Must be able to communicate, collaborate and interact effectively with people from multi-functional and diverse backgrounds
  • Ability to work with and develop subordinate skills while creating a positive work environment for the team


WORKING CONDITIONS

  • Ability to work outside scheduled work time as required
  • Availability by phone and e-mail (24/7) is required
  • Work may be performed at a client site or in corporate headquarters in a professional work environment
  • Hazards include working with office machines (computer, servers, printers and scanning equipment), cleaning supplies and toner



COVID-19 VACCINATION PROTOCOL

Jenner & Block LLP requires all US employees be documented as fully vaccinated. Exemption requests related to a medical or pregnancy contraindication, or a sincerely held religious belief, will be reviewed and considered dependent on the firm's ability to provide an accommodation without undue hardship. The firm will not allow negative COVID-19 test results in lieu of verification of full vaccination.


Jenner & Block LLP is an equal opportunity employer. Recruitment and employment decisions are not made on the basis of an individual's race, color, creed, religion, national origin, ancestry, citizenship status, age, non-disqualifying physical or mental disability or medical condition, genetic information, sexual orientation, sex, gender identity and/or expression, pregnancy, childbirth, breastfeeding or related medical conditions, arrest record, matriculation, personal appearance, political affiliation, marital, parental, veteran, military, or order of protection status, or any other protected status or that of their relatives, friends, or associates.