Wiley Rein LLP, a leading Washington, DC law firm, is seeking a Senior Technical Support Manager to join the Information Technology Department.  As an integral member of the leadership team, this role is responsible for the strategic direction and oversight of the Firm’s technical support operations. 

This role also oversees the Asset Management program; develops policies, procedures, and best practices; and manages relationships with key vendors and business partners to ensure adherence to service level agreements. 

About the Position

The Senior Technical Support Manager provides direct supervision to the Help Desk staff and ensures the successful delivery of high-quality technical support to attorneys and staff. 

Core responsibilities include:

Strategy

• Working with the Director of Training and Support Services, assists in developing and executing strategic plans regarding IT infrastructure, support and operational aspects
• Oversee Asset Management program to safeguard the Firm’s technology assets
• Assist in the management and execution of internal IT projects, including upgrades, migrations, and other system updates. Serve as internal liaison with Desktop/Applications and Network Operations teams as needed. 
• Manage relationships and service levels with key business partners
• Develop recommendations for budget proposals and operational expenditures
• Conduct research on emerging products, services, protocols, and standards in support of Help Desk technology procurement and development efforts
• Liaise with vendors for the procurement of technologies or services, oversee installation, and resolve adaptation issues.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
• Analyze support patterns through reporting and internal customer feedback to continuously improve processes and support.
• Track and analyze trends in technical support requests in the ticketing system. Generate statistical reports with analysis and recommendations for the Director of Training and Support Services and/or Chief Information Officer.

Management

• Responsible for oversight and management of the firm’s technical support operations, including direct supervision of the technical support staff
• Establish and enforce technical support service level agreements to establish problem resolution expectations and time frames
• Responsible for management and performance of the firm’s outsourced service provider and assuring quality of service
• Design and enforce incident and problem handling, and escalation policies and procedures
• Provide leadership and mentoring to staff, including on-going performance management, feedback and coaching, identification of training opportunities, and preparation of career development plans.
• Analyze performance of technical support activities and documented resolutions, identify problem areas and opportunities, devise and deliver solutions to enhance quality of service and to prevent future problems
• Responsible for planning of work schedules for all technical support staff to ensure appropriate coverage
• Identify, recommend, develop and implement policies and procedures to improve operations and service delivery, ensure compliance with security protocols, and adherence to best practices
• Identify, recommend, develop, and implement end user assistance programs to increase computer literacy, including dissemination of help sheets, usage guides, and FAQ lists
• Assume primary role for distributing technical status communications to the Firm
• Other duties as assigned