Service Desk Manager

Profile

Service Desk Manager

The candidate oversees the Service Desk functions of the Firm and consistently ensures delivery of high quality customer service and positive user experiences. Onboards, develops, leads and motivates a team of dedicated IT service professionals to deliver excellent customer support for the services IT provides to the Firm. Manages a 24x7 team of Service Desk professionals and ensures availability to be on call to respond to issues or questions as they arise. In conjunction with the Sr. Manager of User Support, develops and maintains performance measurement standards and applies those standards to the performance management of Service Desk team. Manages the professional and technical development of the Service Desk team. Represents the Service Desk in change management, problem management, deployment, and departmental meetings. Develops and maintains end user automation procedures and documentation. Manages Service Desk resources for optimal performance. Resources management for incoming customer inquiries, projects, trial site coverage, administrative work and time allotted for holidays and time off. Oversees the administration and maintenance of the ServiceNow ITSM platform. Collaborates with Senior Manager of User Support and Human Resources department on performance review process, administrative management, training and mentorship needs. Manages, prepares and distributes operational reports and analysis setting forth progress, trends and appropriate recommendations or conclusions. Maintains a hands-on management approach with the readiness to jump in and work alongside the team as needed. Takes ownership of escalated tickets by following up with other teams or managers within the IT department. Maintains team morale and develops platforms for team building, recognition and peer collaboration. Reviews customer surveys and feedback forms and follows up with users whenever necessary. Performs other duties, as assigned. Bachelor’s degree, preferably in Computer Science, Business Administration or related program of study is required. Should have 5+ years of experience supervising an IT support or service team, ideally within a law firm, corporate environment or professional services organization. Should have 2+ years of hands-on experience in utilizing ITIL compliant service desk tools, including ServiceNow.

Company info

Cravath, Swaine & Moore LLP
Worldwide Plaza 825 Eighth Avenue
New York
New York
United States 10019
Fax : 212-474-3700
Website : http://www.cravath.com