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Law Firm
Legal Staff
Technology Help Desk Supervisor The candidate will take full responsibility of the team in terms of management and supervision of staff, production and quality targets to ensure the smooth running of the production processes that will contribute to the attainment of team goals and business target. Demonstrate diligence and passion for quality in assessing delivery vs service level agreements. Exercise independent judgment in providing solutions to complex problems or those without precedents. Effectively manage project timelines and work scheduling vs client commitment and expectation. Contribute to policy development by actively participating in meetings and providing inputs, insights and recommendations. Act as Subject Matter Expert, provide training and guidance as necessary and assist the team members by providing correct course action for incidents and requests for fulfillment tasks. Encourage team work; delegate and assign tasks and responsibilities to team members in their areas of strength and competencies to enable them put in their best, contribute to the successful accomplishment and for the Technology Help Desk team to meet production and business goals. Lead by example and collaborate to inspire trust and build relationships with stakeholders. Proactively increase the efficiency of the day-to-day operations by closely monitoring the quality of performance, productivity and metrics and identifying opportunities and suggesting solution and improvements regarding process, tools, people and any other operation related matter. Manage and supervise the team by being visible to answer questions, queries and concerns. . Take calls, emails and escalations and be available when a team member appears to need assistance. Conduct performance reviews-- guide, coordinate, teach, critique work of team members; analyze gaps in performance, and recommend development plans. Contribute in the execution of business plan through specific job assignments and projects as determined by the Management Team. Must have good prior technology Help Desk experience in an enterprise environment following/aligned to ITIL best practices. Must have advanced Microsoft Windows and Office troubleshooting skills.
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