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Supervisor, Help Desk Services
3 months ago
Ranked a Best Employer in Canada for 23 years, Bennett Jones is one of Canada’s premier business law firms and home to lawyers and business advisors. With deep experience in complex transactions and litigation matters, and offices in Calgary, Edmonton, Montréal, Ottawa, Toronto, Vancouver and New York, the firm is well equipped to advise businesses and investors with Canadian ventures and connect Canadian businesses and investors with opportunities around the world. Serving clients since , we are proud to be the firm that businesses trust with their most complex legal matters.
We are currently recruiting for the following role in our Calgary office:
Supervisor, Help Desk Services
Essential Functions:
Ensure the Help Desk Services team maintains a high level of responsiveness, communication, professionalism, and overall excellent customer service. Ensure the Help Desk Services team is appropriately skilled and trained to deliver excellent service to our Lawyers and Staff. Monitor tickets and review user feedback to ensure proper processes and service level agreements are adhered to. Provide phone, email and walk-in overflow support for Help Desk Services team when required. Be an escalation point and provide coordination and support during high severity incidents. Maintain accurate data and knowledge base articles. Perform annual performance and salary reviews, as well as all recruitment and coaching for the Help Desk Services team. Provide regular reports on request volumes, trending issues, training needs and service level agreement adherence for all teams. Facilitate collaboration between support teams to ensure the department is providing exceptional service and meeting or exceeding expectations of the firm’s lawyers and staff. Management of After-Hours support; scheduling, main escalation contact, manage escalation issues, documentation/knowledge transfer. Assist with vendor management and contract negotiation for Help Desk specific tools and wireless phone lines. Contact point for corporate mobility inquiries; recommendations, guidance, and conflict management. Develop strategies for delivering new policies, procedures, and workflows to address process or service deficiencies and continuously improve performance. Participate in project meetings, lead projects related to Help Desk and assist with roll-out and support strategies for pilot and go-live. Ability to multi-task in a fast-paced, multi-faceted environment, consistently using sound judgment and a high level of professionalism. Ability to establish and maintain a professional relationship with team members, lawyers and staff and all other department contacts. Other duties as assigned.
Qualifications:
College diploma or university degree in the field of computer science, Information Technology, or its related discipline. Minimum three years of management or Team Lead. Minimum five years IT experience with strong background in troubleshooting and technical support. Proven experience with enhancing customer service. Must be results driven, with strong reporting capabilities. Ability to maintain and improve service levels and ensure SLA's are adhered to for the I.T. department. Strong technical knowledge of Windows Operating system and Microsoft Office Suite. Proven experience managing and working with remote teams. Ability to manage technical incident and respond accordingly. Ability to predict challenges and proactively seek solutions. Law firm experience would be considered an asset. Experience working in a team-oriented, collaborative environment. Proactive, able to exercise independent judgment and take action. Excellent listening, interpersonal, written, and oral communication skills. Excellent analytical and creative problem-solving skills. Logical and efficient, with keen attention to detail. Highly self-motivated and directed. Comfortable with ambiguity and is flexible. Ability to effectively prioritize and execute tasks while under pressure. Strong customer service orientation.