Neal, Gerber & Eisenberg LLP is a mid-sized Chicago Loop law firm seeking a Help Desk Manager. The successful candidate will manage all activities of the Help Desk such as scheduling shifts and assignment of tickets to appropriate support staff, manage, upgrade and customize Track-It Help desk software to meet all reporting criteria established by the Firm Administration, provide regular reporting to the Director of Information Technology about Help Desk performance using standard matrices and provide upper-level technical support for the Help Desk staff.
Specific Duties include:
Work with the Director of IT on creating and enforcing the Firm IT related policies.
Work with the Director of IT to create support procedures to meet Firm’s needs. Research and deploy appropriate outsourcing support options and integrating them with in-house support.
Create descriptions of best practices for the use of the Firm’s equipment and software, and communicate them to users.
Manage the testing and installation of software for desktops, laptops and mobile devices.
Work with the Infrastructure Manager and Director of IT on selection of desktop and laptop hardware. Work with the Help Desk staff and Remote Access/Mobility Specialist on selection of new PDA devices and wireless cards.
Work with Director of IT and Help Desk staff to identify best procedures for the after-hours support of Firm users.
Work with Application Development Manager to recommend specific training for users and IT support staff.
Work with trainers to create instructions for software users.
Work with Application Development Manager on customization and integration of Firm desktop software images and to achieve better efficiency within the Firm.
Work with the Infrastructure Manager to integrate software applications into the Firm’s network.
Perform annual evaluation of Help Desk staff and identify necessary changes in staffing for Information Technology support.
Work with the Director of IT on development of long-term Information Technology planning and solutions.
Work on special projects as assigned by Director of IT.
Bachelor’s degree in Computer Science or equivalent experience.
Minimum 7 years experience of providing Information Services technical support in a large professional organization, preferably law firm.
Excellent people skills including the ability to interact with professionals on different levels.
Excellent communication skills, including the ability to express ideas clearly in both oral and written communication.
Knowledge of current Information Technology trends and developments, as well as knowledge of networking technologies and different Microsoft systems.
Strong organizational skills with proven ability to lead and manage teams of Information Services professionals.
Ability to sit for long periods of time.
Ability to bend, reach, twist and push while sitting or standing.