User Support Manager

User Support Manager

Polsinelli does not accept unsolicited resumes from search firms or agencies. Please, no phone calls or emails. At Polsinelli, What a Law Firm Should Be is not just our tagline, it is what we live every day. We strive to create an environment where our team members are encouraged to bring their creativity and professional passions into the workplace so that they can thrive. Are you a people person who has a keen eye for detail, thrives in a professional environment and wants to be part of a dynamic team? We have the perfect role for an engaging professional like you! Polsinelli is hiring a User Support Manager. The User Support Manager will oversee the operations of the Desktop Support team, ensuring efficient and effective technical support services. The Manager will manage the team's performance, develop service protocols, and ensure customer satisfaction. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of help requests. This role will be a working Manager and will contribute to problem resolution by giving in-person, hands-on support to users. The expectation of this role is 4 days per week working onsite in one of the following offices: Kansas City, Chicago, St. Louis, Denver, Dallas, Los Angeles, Washington DC, New York City, Nashville, Philadelphia, Phoenix.

Core Responsibilities

Strategy & Planning

• Establish and enforce Desktop Support service level agreements in alignment with leadership to establish problem resolution expectations and timeframes.
• Analyze performance of Desktop Support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Demonstrate expertise in administering and optimizing the Freshservice ITSM platform, including incident, problem, change, and asset management workflows.
• Proven strong knowledge of ITIL best practices and hands-on experience configuring Freshservice automations, service catalogs, SLAs, reporting, and integrations to improve IT service delivery and operational efficiency.

Operational Management

• Manage the processing of incoming support calls to the Desktop Support team via telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Work with the Director of User Experience to design and enforce request handling and escalation policies and procedures.
• Coordinate with the Desktop Support and Help Desk teams to perform hands-on fixes onsite.
• Track and analyze trends in Desktop Support requests and generate statistical reports.
• Oversee the development, implementation, and administration of Desktop Support staff training procedures and policies.

Requirements

Knowledge & Experience

• Demonstrated progressive experience in the supervision of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Desktop Support deliverables.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Will require some travel.

Education

• Computer Information Systems bachelor's degree with 10 or more years of experience.

Immediate Position Goals

• Conduct a thorough analysis of the current Desktop Support team's structure, roles, and workflow.
• Identify any gaps in skills, communications or resources and develop a plan to address them.
• Realign roles and responsibilities to better match team members' strengths and business needs.
• Set up a clear escalation path for complex issues to improve resolution efficiency.
• Introduce a mentorship program to foster knowledge sharing and peer learning.
• Evaluate the effectiveness of the training program and make adjustments based on feedback and performance metrics.

The budgeted salary range for this position is $110,000 - $130,000. As part of full-time employment associated with this position, Polsinelli PC offers the following benefits: Paid time off, sick time off, a referral program, medical insurance and benefits, dental insurance, vision insurance, life insurance, AD&D insurance, ID Theft insurance, long-term disability benefits, short-term disability benefits, Parking/Transit reimbursement (varies depending on location), 401(k) benefits, and employee assistance benefits. Polsinelli PC is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.