Manager, Desktop Technology San Francisco CA 415
Seeking a Manager, Desktop Technology with strong background in managing desktop technology (desktops, notebooks, document management, MS Office, MS Windows, etc.) and strong management skills.
Seeking large corporate experience 500+ users
RESPONSIBILITIES:
Guided by Firm goals and objectives, manages end user technology infrastructure. Provides strategic guidance in the selection, installation, and maintenance of desktop hardware including desktop computers, notebooks, printers, and scanners. Develops long-term strategies for, and leads teams in the selection, installation, rollout, and maintenance of desktop software including operating systems and applications. Supervise Desktop Technology team. Ensures position and department provides highly effective, direct, and responsive support to practice group needs. Ensures client service and satisfaction are attained in all areas of the position.
ESSENTIAL FUNCTIONS
Client Service
1. Consistently promote and model the Client Service Principles in leadership, teamwork, work product, and personal interaction.
2. Promote client service throughout department; ensure client service standards are set and achieved by team; provide coaching and mentoring to staff to ensure client service is accomplished individually and through teamwork.
3. Ensure exemplary client service to managers and supervisors, demonstrating that results for clients and the Firm are achieved through collaboration, shared resources, and effective knowledge exchange.
Desktop Infrastructure
1. Working closely with the Director - Global Technology and management, develop long-term strategies for the Firms desktop infrastructure. Analyze long-term effect of strategies, addressing client, financial, competitive, and best practices objectives.
2. Establish Firm standards for desktop hardware such as desktop and notebook computers, printers, scanners, monitors, and other end user peripherals.
3. Develop coordinated processes to ensure the selection, installation, and maintenance of desktop hardware aligns with established standards.
4. Establish standards for end user software and operating systems. Manage systems to deploy, patch, and update software and operating systems.
5. Lead programs and teams to deploy established standards, ensuring zero or minimal disruption to client service or work environments.
6. Direct the distribution of software applications and updates, ensuring relevant teams understand Firm goals and anticipate user and client needs.
7. Maintain firmwide hardware and software inventory to ensure appropriate life cycle management and licensing accuracy.
Management
1. Manage internal and external business relationships and direct teams within multiple, concurrent complex projects to deploy desktop infrastructure goals and programs. Develop and implement firmwide projects with other offices, teams and vendors.
2. Participate in development and management of annual desktop technology firmwide budgets (operations and project, capital and expense). Provide monthly variance analysis of assigned general ledger accounts.
3. Coordinate third party support for special project assistance; conduct stakeholder and risk analysis on key issues.
4. Identify develop, and implement new services to promote strategic goals.
5. Manage third party vendor relationships, ensuring vendors understand the Firms requirements and are motivated to provide premier service; develop plans to leverage the vendors future technology.
6. Ensure that risk management objectives are addressed and met throughout the position and in related projects.
Team Management
1. Ensure Firm policies and practices are followed within Department; promote consistency and fairness, maintain open door policy and promote open dialog.
2. Ensure that Department staff is knowledgeable and trained on professional and technical matters.
3. Ensure Department is structured and staffed effectively to meet client service objectives.
4. Ensure staff effectively meet client service objectives. Provide supportive coaching; set achievable, challenging team goals; develop skills of team members to ensure achievement of client service priorities.
5. Prepare timely, substantive, and strategically aligned performance evaluations.
6. Identify and timely address employee relations and performance concerns within team; collaborate with Human Resources and management to support effective and appropriate resolution.
7. Participate in recruiting for department, including drafting position descriptions; regularly review and update position descriptions for staff.
Professional Development
1. Remain current in industry trends in Technology Services and the legal profession.
2. Ensure expertise in technology relevant to the position; proactively use most current technology to further teamwork, client service, and efficiency.
3. Participate on and lead major, complex projects that increase the value of Technology Services services to clients, attorneys, timekeepers and the Firm.
4. Ensure client service and performance consistently meet Career and Compensation Management Program (CCMP) expectations for Matrix Level 10.
5. Regularly review position against Matrix expectations and develop goals to further increase position value.
QUALIFICATIONS
1. Bachelor's degree in Computer Science, Business or Engineering.
2. Post Graduate degree/certifications preferred.
3. 8+ years experience in a professional services firm. Legal firm experience preferred.
4. 4+ years experience management and supervisory experience in a technical environment including end-user support, help desk, product selection and rollout.
5. Strong knowledge of Microsoft products including Windows, Office, and Outlook. Working knowledge of Microsoft SMS and Softgrid preferred.
6. Strong knowledge of other products including desktop hardware (PCs, notebooks, printers, scanners)
Teamwork and Applied Skills
1. Strong sense of accountability, taking ownership over projects and responsibilities and resolving issues proactively.
2. Excellent communication skills and the ability to build effective internal and external client relationships.
3. A highly proactive, solution-oriented approach to work and interactions.
4. Strong team management and leadership skills, with a proven ability to develop and lead in a client service-focused environment.
5. Creative problem solving skills and the ability to think beyond the task or project at hand.
6. Ability to achieve consensus and project results with sometimes incomplete, ambiguous, or sensitive information.
7. Strong team player skills and ability to work collaboratively with diverse individuals at all levels of an organization.
