Technology Support Lead

2 mesi fa

Milano, Lombardia, Italia White & Case A tempo pieno
Job Summary

The Technology Support Lead will be responsible for leading, managing, and coordinating the provision of IT Support Services and other Technology services within local offices/regions. This role will work closely with the Regional Technology Support Manager to ensure the delivery of high-quality IT services.

Key Responsibilities
  • Provide leadership and direction within the IT Support Services function.
  • Manage, lead, and supervise the Support Services function and team within a particular office and region.
  • Develop, provide, manage, and revise Technology services, standard procedures, best practices, and support in the areas of Service Delivery, Operations, Security, Applications, and Project deployment.
  • Develop and maintain relationships with key stakeholders, user forums, practice areas, and business support functions as may be assigned or as may be appropriate within a particular office and region.
Leadership of the Support Services Function
  • Provide leadership in the Support Services function, set targets, and goals for improvement as directed by Firm Strategy.
  • Work with Service Delivery to devise and implement Continuous Improvement processes for the Support Services function.
  • Develop and promote a better understanding of the business and practice of law within the Support Services teams.
Management of the Support Services Function
  • Supervise and coordinate the duties of the Support Service team to provide a support service with the local office and region.
  • Hold regular team meetings to keep staff apprised of events and procedures.
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Additional Responsibilities
  • Participate on global/regional/office project teams as requested by management.
  • Maintain professional and technical knowledge by reviewing related professional publications.
  • Stay in tune with the Firm's growing projects for practical experience.
Requirements
  • Team player who is ambitious and motivated.
  • Excellent interpersonal skills and patience working with others.
  • Must be able to multitask and work in a fast-paced environment.
  • Must have excellent communications skills, customer service skills, problem-solving/trouble-shooting, follow-up skills, and organizational skills.

This role requires a thorough knowledge of complex automated information systems management, typically acquired through a Bachelor's degree in Computer Science, Business Administration, or equivalent experience. The ideal candidate will have five plus years of progressively responsible work experience with legal or other professional service organizations in managing automated information systems, including strategic planning, analyzing complex issues, and difficult systems problems.

The Technology Support Lead will be responsible for communicating complex systems information and ideas effectively and efficiently to attorneys, managers, and staff, often with minimal preparation. The ability to rapidly analyze issues, anticipate consequences, make decisions, and initiate action is essential for this role.

The ideal candidate will have excellent problem-solving and troubleshooting skills, with the ability to think outside the box. Strong analytical skills and the ability to travel if needed are also required.

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