Senior Manager of Support Services

The Senior Manager of Support Services will be at the forefront of managing a high volume of service requests daily, ensuring seamless delivery of Tier 1 user support services across the firm. The manager will oversee the support services for the Help Desk, and will collaborate closely with the Senior Manager of User Experience, CTO and CIO to optimize user experiences and streamline support processes.

Primary Responsibilities:

• Develop and manage the ITIL processes for the IT department, including Change, Problem and Incident processes.
• Serve as the ITIL process manager and facilitate the change, problem and incident management meetings for the department.
• As the firm’s problem manager, work with problem owners to categorize and prioritize accurately, and push for resolutions to problems with higher priorities.
• Own analytics and continued service improvement for the IT department, including sharing metrics associated with escalated response, incident, problem and change management, quality assurance and customer service metrics.
• Develop a process for the knowledgebase and audit to ensure continuously updated and improved and own the knowledge-centered support lifecycle.
• Evaluate and select a new service management tool for the help desk and other business service areas, where appropriate.
• Implement and manage the service management tool, including automating and improving internal IT workflows.
• Create and maintain operational dashboards and scorecards, including an executive dashboard, to ensure SLA, service and stability targets are met.
• Develop customer service standards across the service desk to provide a consistent user experience and monitor performance.
• Own the emergency communications system for the IT department, and partner with the Incident Response Manager to prepare and pre-stage outage communications.
• Partner with the Director of Office Operations to frequently facilitate readiness drills and test the emergency communication system on a firmwide scale.
• Partner with the Sr. Manager of User Experience on all internal client communications.
• Develop a user centric genius bar, and other support experiences, to improve availability and education on IT systems and services.
• Frequently walk the floor and visit firm offices for customer listening sessions to improve services. Conduct routine listening sessions with all areas of the firm and develop an action plan based on end user feedback.
• Partner with the training department to bring awareness of new and existing systems and increase adoption.
• Directs and supervises the service desk's daily operations, ensuring the timely and efficient delivery of support services to customers and internal business teams.
• Drives operational performance excellence, continuously monitoring and optimizing ITSM processes to meet evolving business needs and industry best practices.
• Upholds SLAs while prioritizing customer satisfaction through swift resolution of user concerns, proactive issue resolution, and fostering clear channels of communication.
• Continue cultivating a culture of accountability, professionalism, and continuous improvement within the teams.
• Conducts thorough reviews and strategic planning sessions to address any outstanding critical matters by the end of each day.
• Analyzes ongoing major incidents, scheduled outages, and daily business events to determine staffing adjustments as necessary.
• Resolves any SLA-related concerns by evaluating IT service requests nearing or surpassing their SLAs and potentially adjusting staff priorities accordingly.
• Analyzes operational metrics regularly, identifying areas needing attention. This manager will continuously review metrics and reports throughout the day, making staffing and workflow adjustments to optimize performance.
• Ensures customer satisfaction by diligently following up on feedback and addressing any concerns raised. The manager will collaborate closely with the Senior Manager of User Experience to enhance client satisfaction. They will routinely review feedback from post-ticket satisfaction surveys, particularly addressing any negative responses or concerns raised by customers.
• Monitor incoming service-desk tickets to discern patterns and identify interdependencies that may not be apparent to individual agents focused on specific tickets.
• Regularly reviews the daily summary of open issues and promptly follow up with the responsible team(s) to ensure timely resolution.
• Engages in staffing functions, including recruitment, training, scheduling, and conducting performance evaluations.
• Collaborates closely with fellow team members to strategize and deliver a seamless technology experience for all firm personnel, from inception to implementation.
• Stays abreast of the latest trends in user experience within similar organizations, ensuring our approach remains current and competitive.
• Engages in collaborative efforts with various teams within the IT departments to maintain focus on delivering an optimal user experience and ensuring high…