Spencer Fane LLP Logo

Help Desk Supervisor – Kansas City, MO

To manage the performance of support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring that staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

PRINCIPAL RESPONSIBILITIES

  • Oversee 100% of the requests, incidents and issues presented to the Help Desk
  • Manage and coordinate urgent and complicated support issues, act as escalation point for all requests and incidents, develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization and determine root cause of issues and communicate appropriately to internal and external customers
  • Train, coach and mentor Help Desk Analysts of all levels, including career development, oversee staff activities, build/obtain (from other departments) training material for support staff
  • Works with the Training and Development team as appropriate, assist in the training and facilitation of training of all firm staff as relevant and required
  • As needed, schedule employees working times and provide backup support
  • Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed, will drive Ticket Deep Dive and develop strategies for improvement, work to make Help  Desk the single source of truth and service delivery channel for IT
  • Monitor and manage phone queue (participating in escalated calls as needed)
  • Oversee solutions repository and ensure top quality solutions are available to the staff, develop Service and Business Level Agreements to set expectations and measure performance, develop an effective and workable framework for managing and improving customer IT support in the organization, advise management on situations that may require additional client support or escalation
  • Keep confidential all applicant, client, and firm proprietary information
  • Act as a partner in helping champion world class IT
  • Regularly participate in the evening and weekend on-call rotation (about every 7-9 weeks)

QUALIFICATIONS / SKILLS

  • High School Diploma or equivalent required
  • ITIL Foundation Certification strongly preferred
  • Technical certifications preferred
  • Outstanding client service and communication skills
  • Creative and adaptable
  • Proficient in PC and Peripheral hardware support
  • Proficient in software support including OS and applications
  • Desire to do great things both IT related and not IT related that help the organization
  • Advanced experience, certifications, and or training in Database Administration
  • Advanced experience and training in systems development and application best practices
  • Experience with ADP preferred
  • Proficient in software support including OS and applications

PHYSICAL REQUIREMENTS

  • Position is generally sedentary in nature; involves sitting most of the time, but may involve walking or standing for brief periods of time
  • Ability to work in an environment that at times is noisy and busy without much privacy
  • Ability to occasionally or routinely lift up to 10 lbs. required
  • Ability to talk and hear required
  • Ability to perform repetitive motions required
  • Ability to sit, stand and walk required
  • Ability to reach, lift, climb, balance, stoop and crouch required
  • Ability to see and read PC screens; detect color coding, read fine print, and/or normal type size print

Please send resume to jobs@spencerfane.com.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.