Helpdesk Supervisor

Greenberg Traurig, a global law firm, currently has an excellent full-time employment opportunity for a Helpdesk Supervisor in the Technology Department of our Phoenix office. We offer competitive compensation and an excellent benefits package. 

Position Summary:

The Helpdesk Supervisor is responsible for operations and oversight of a team of call center technical support representatives who provide 24/7/365 technical support to attorneys and business staff in a multi-location international law firm.  This position requires extensive knowledge of supervising technical support operations, a commitment to client satisfaction and the ability to manage people, processes and projects.

Duties & Responsibilities:

• Responsible for the day-to-day supervision of technical support team within a 24/7/365 environment.
• Accountable for scheduling, training, service quality, incident resolution, escalations and morale.
• Ensures that all activities of the Helpdesk are coordinated, monitored, logged, tracked and resolved appropriately.
• Maintains understanding of and adheres to all departmental procedures including but not limited to the Helpdesk Standard Operating Procedure.
• Operates in accordance with the Helpdesk Supervisor Standard Operating Procedure at all times.
• Develops and delivers departmental reporting and management reports including but not limited to SLA, KBI, Helpdesk representative stats and business reports.
• Provides technical guidance in activities associated with the identification, prioritization and resolution of reported problems. 
• Monitors calls/interactions of Helpdesk staff including ticketing system documentation and escalations to ensure that all interactions and escalations meet established criteria and are documented and managed appropriately.
• Provides representatives with coaching and feedback on monitored interactions and works with Helpdesk Manager to address recurring challenges.
• Handles difficult client situations and client escalations and assists with coordination and resolution of major incidents and problems in accordance with departmental policies and procedures.
• Serves as backup to the Helpdesk Manager as needed.
• Participates in and leads projects that the firm may require in order to meet its business goals.
• Identifies and communicates issues regarding overall operational status, strategy and planning.
• Contributes to risk assessments and implementation planning for software and hardware upgrades and introductions.
• Develops and fosters strong working relationships and partnership between the Helpdesk and other areas of IT and users.
• Works with Helpdesk Manager to ensure adherence to departmental service levels and response time commitments.
• Contributes to updates and maintenance of Helpdesk policies and procedures.
• Oversees and facilitates support staff training on GT Technology, Helpdesk operations and procedures and soft skills. 
• Conducts staff performance appraisals and develops performance management plans to address concerns and drive employee engagement and retention.
• Exhibits fairness and impartiality in all matters.
• Assists in employee selection and interview process for Helpdesk representatives. 
• Identifies staff training and development needs and works with the Helpdesk Manager to address knowledge and skill gaps across the department.

Skills & Competencies:

• Strong interpersonal skills to interact with all levels of customers and IT management.
• Exceptional communications skills (both written and verbal) including the ability to convey highly technical information in easy to understand, non-technical terms.
• Highly productive and able to balance multiple competing priorities with proven ability to work under pressure and meet strict deadlines. 
• Strong understanding of project management principles and track record of managing projects that are completed on scope, budget and timeline.
• Ability to function independently and produce results that meet standards of quality, timeliness and acceptability.
• Proficient in documenting technical processes and procedures.
• Advanced MS Excel knowledge and prior utilization.
• Advanced knowledge of call center operations including forecasting

Qualifications & Prior Experience:

• Candidate must have 5 years of experience supervising a call center technical support team in a professional services environment, preferably a law firm.
• 7+ years overall IT experience, preferably in a Helpdesk environment.
• 5+ years providing advanced level of technical support on Microsoft applications. 
• BA/BS Degree or equivalent job history required.
• ITIL and HDI certifications are desired.

Greenberg Traurig is committed to diversity and inclusion in the workplace. Individuals seeking employment at Greenberg Traurig are considered without regards to race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, disability, veteran status, or genetic information, among other protected bases.

Exemplifying our commitment to promoting inclusion and equity across our platform, the firm participates in the Mansfield Rule Certification Program (Mansfield). Mansfield, which is facilitated by The Diversity Lab, focuses on equal opportunity, fairness, and inclusivity. The Mansfield requirements are anchored in the consideration of expanded talent pools considered for select positions and open roles within the law firm and the implementation of and access to transparent processes. Utilizing the Mansfield framework, the firm’s progress and outcomes are measured and documented through Mansfield Certification Plus Metrics. In 2023, GT achieved Mansfield 6.0 Certification Plus. We are excited about our ongoing participation in Mansfield given the program’s alignment with the firm’s commitment to opportunities for advancement that are inclusive for everyone. Providing your data during the application process helps us with achieving our goals and with meeting reporting/record-keeping obligations under federal and state law and other legal requirements. Providing your data is entirely voluntary and will not be considered in the hiring process or thereafter. Any information that you do provide will be treated confidentially.