Legal Staff Information Technology in Atlanta, GA

Law Firm

Atlanta, GA

Legal Staff Information Technology in Atlanta, GA

Legal Staff

No

Job Title: Service Desk Team Lead

Job Responsibilities:
- Efficiently manage all assigned workflows to ensure all established standards are met, providing support across various tasks as needed.
- Perform a daily ticket review for all Tier I tickets, analyze data, and formulate recommendations to improve services.
- Review all complaints, rectify issues, and liaise with appropriate departments to handle complex issues, aiming to provide more effective solutions.
- Assist with the training of new hires and ongoing training of existing staff.
- Meet personal and team commitments and assigned deliverables.
- Maintain awareness of new developments in the industry and processes, continuously developing this knowledge and associated skills, and implementing concepts appropriately.
- Maintain awareness of the impact of relevant support issues on a firm-wide basis.
- Effectively manage customer and team expectations when communicating or assisting with workflows.
- Collaborate with other departments and vendors as needed.
- Contribute to and encourage knowledge sharing to build knowledge and skills within and across teams.

Education and Experience Information:
- A Bachelor’s Degree is preferred, although related experience or an equivalent combination of education and work experience monitoring technologies and processes will be considered.
- Knowledge of and experience with ServiceNow as a Service Desk platform is preferred.
- Experience with ServiceNow Virtual Agent (chatbot), Employee Portal, Knowledgebases, etc., is preferred. ServiceNow Agent Assist (agentic AI) would be a bonus.
- Experience in supporting multiple channels: Chat, Emails, Phone, Teams, etc.
- Knowledge of current Incident, Event, and Problem Management methods and tools.
- Experience in operational IT processes design and improvement (., ITIL, Six Sigma) certifications are a plus.
- ITIL Foundation or higher certification.
- Experience in coaching and/or mentoring staff.
- Knowledge and experience of best practices in customer service and/or IT service management.
- Previous legal or other professional services firm experience is a plus.
- Excellent verbal and written communication skills.
- Excellent organizational skills with the ability to multi-task.
- Experience working effectively within a team and collaborating with others to achieve a goal.
- Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services.
- Sound knowledge and experience of supporting a range of IT applications, platforms, and technologies.
- Ability to produce management information reports from ITSM systems.
- Experience of delivering a high level of customer service in high-pressure situations.

Salary Information:
The firm offers a generous total compensation package with bonuses and raises awarded in recognition of individual merit-based performance. All full-time Business Services employees may participate in the law firm’s comprehensive benefit program, which includes a health and wellness plan, life and disability insurance, flexible spending accounts, a health savings account, a 401(k) plan, a profit-sharing plan, and a substantial Paid Time Off (PTO) program.

The law firm is committed to providing equal employment opportunities to all applicants and employees in full compliance with all state, federal, and local laws prohibiting discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability, or any other status protected by applicable law. The law firm takes pride in its remarkably cohesive culture, encompassing more than 2,500 lawyers and business professionals worldwide, and seeks to attract and develop the very best talent to work with them.