IT System Admin

2 mesi fa

Milan, Italia Page Personnel A tempo pieno



- 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 process for the Support Services function - Problem management process
- Appropriate metrics and reporting for the Support Services function

- Promote practice standards based on ITIL
- 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 support service with the local office and

region; this can entail managing escalated user queries from the Service Desk, problem solving and addressing hardware and software problems, and implementing, maintaining and managing the desktop computers, laptops, printers and other hardware, along with maintain full coverage during core working hours

- Hold regular team meetings to keep staff apprised of events & procedures
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Evaluate, conduct and contribute to Performance Appraisals for Support Services staff as necessary; recommend staff

salary adjustments in conjunction with the Technology Regional Support Manager
- Monitor the call queue within Service Manager to ensure calls are resolved in an efficient manner and to ensure that all

work is logged and tracked trough Service Manager Service Desk system
- Maintain and deploy PCs based on the current standard image and deployment methods; recommend changes or

updates to the process as necessary
- Manage and maintain equipment inventory records via serial number, user and location; this includes PCs/laptops,

mobile devices, telephones, monitors, printers and other peripherals
- Independently ensure that PC assignments, accounts and office setups are completed before start date for all new

joiners
- Support and guide the Audio Visual team with the coordination and setup of all conference room booking requests that

require Computer/Audio/Visual technology usage
- Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient

communication and ensure these are reflected in the Service Manager Knowledge Base
- Independently ensure that all computers within the local office are fully compliant with the Firm's standards - Empower and motivate staff by sharing information, knowledge and skills- Coordinate the provision of other Technology services, standard procedures, practice and support in the area of Service Delivery, Operations, Security, Applications and Project deployment within a local office and region

- Develop and lead change management process for all changes as appropriate within a local office and region
- Ensure that the Technology Security policy for all equipment, software and services is adhered to and that any breach or

suspected breach in security is reported to the Security Manager
- Participate on global/regional/office project teams as requested by management
- Participate in meetings related to the activities of the IT department or related projects, when requested
- Maintain professional and technical knowledge by reviewing related professional publications
- Maintain a professional demeanor at all times, with all levels of staff
- Uphold Firm, departmental and team rules and procedures
- Contribute to team effort through communication, cooperation and coordination with other team members - Undertake any other reasonable duties as requested by IT management



- Bachelor's degree in Computer Science or Business Administration is strongly preferred
- 5+ years of progressively responsible work experience within a legal or other professional service organization
- Experience in managing automated information systems including strategic planning, analyzing complex issues and

difficult systems problems
- Ability to communicate complex systems information and ideas effectively and efficiently to attorneys, managers and

staff, with minimal preparation
- Ability to rapidly analyze issues, anticipate consequences, make decisions and initiate action
- Interpersonal skills necessary in order to maintain effective relationships with partners, attorneys, clients and staff
- Ability to demonstrate extensive knowledge of information processing with diverse, changing applications, advanced

technical experience with micro- and minicomputers
- Must have excellent communications skills, customer service skills, follow-up skills and organizational skills
- Excellent problem solving and troubleshooting skills with the ability to think "outside the box"
- Strong analytical skills
- 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
- Excellent verbal and written presentation abilities
- Detail and service-oriented team player who can be flexible with hours, if necessary, and can work independently - Capable of grasping new concepts without prior experience
- Ability to travel if needed

- This is an onsite role based in our Tampa office, with potential for travel.- This role reports to the Senior Manager, Technology Support.

- 2gg smart working for month.

The purpose of this role is to lead, manage and coordinate the provision of IT Support Services and other Technology services within local office(s)/region and, working with the Regional Technology Support Manager within the local office(s) and region.

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