SUMMARY: 

Provides direct management of the day-to-day activities for the technical operations service desk in support of client-facing eDiscovery managed document reviews and litigation support client services. The primary functions are to hire and develop support staff, implement processes related to document review project initiation, and ongoing Tier 1 Service Desk support. This role also has added responsibility for the technical services offered through discovery and delivery centers and their availability.

GENERAL RESPONSIBILITIES:

• Manages the day-to-day activities for the Delivery Center technical operations service desk.
• Ensures the application of technology service delivery is consistent with overall client and user services strategy and service level agreements.
• In coordination with the client services, operations, and technology teams, establishes project plans for development of service standards, reporting, and tools for efficient use of resources.
• Serves as a member of the Technical Operations core leadership team.
• Ensures proper staffing levels are maintained for the technical operations service desk and that work is scheduled and allocated efficiently.
• Works collaboratively within team and in conjunction with Operations and Client Services teams on identification and implementation of process enhancements.
• Tracks and monitors service requests (tickets) and escalation trends and ticket closures and resolution rates.
• Produces Service Desk support reporting as needed.
• Addresses and/or escalates non-conformance to established processes.
• Coaches and supervises employees, including executing performance management and providing growth and training and development opportunities.
• Facilitates team meetings to ensure staff is educated and up to date on latest issues.
• Actively participates in project management and communication of technical operations projects as they relate to technology requisitions and infrastructure growth needs.
• Participates in special projects and performs other duties as assigned.
• Responsible for managing the life cycle of problems and incidents.
• Works with other change managers on all aspects of change control.

EDUCATION & JOB REQUIREMENTS:

Bachelor’s Degree in business, Computer Science, Engineering or a related discipline and a minimum of five (5) years of experience in information technology, service desk, and/or project management; or equivalent combination of post-high school education and experience. Ability and willingness to work varied shifts, on-call hours, to include weekends and after-hours required.

ITIL Foundations Certification required with the first 90 days of employment.

COMPETENCIES:

Technical Experience

Required:
Previous Desktop Support experience
Customer support experience
Active Directory
Group Policy
Virtualization
Source Control
Using scripts to complete complex or repetitive tasks
Imaging and Deploying applications using an automated method

Professional Experience

Required:
Skilled in communicating effectively verbally and in writing.
Skilled in problem solving and solution development.
Strong interpersonal skills.
Ability to establish and maintain effective working relationships with internal and external clients.
Ability to focus and deliver on clients’ needs while achieving desired business results.
Ability to effectively work in a complex matrix environment representing unique legal industry managed service offerings.
Ability to effectively manage projects that may vary in nature and scope.
Ability to mentor, coach, train, and/or supervise employees, including the ability to foster an effective team work environment.
Attention to detail.
Ability to identify underlying causes and prevent the recurrence of incidents.
 

COMPANY OVERVIEW:

Adecco Group North America, through an impressive portfolio of staffing industry leading brands including Accounting Principals, Adecco General Staffing, Adia, Ajilon, Entegee, Lee Hecht Harrison, Modis, Paladin, Parker+Lynch, Pontoon and  Special Counsel is the world’s leading provider of Human Resources solutions.

We are the workforce experts delivering staffing and career service solutions to organizations and individuals across all industries. Collectively we harness the power of some of the greatest talent in the world. That talent and expertise allows us to do business globally and act locally with deep knowledge in niche areas.

Every day, we have more than 100,000 associates on assignment, 30,000 colleagues working internally to support more than 10,000 clients in the United States and Canada. Ensuring our business units are prepared to deliver outstanding service to our associates and clients, the Adecco Group North America team provides a strong infrastructure through our corporate and shared services teams.

The Company will consider for employment qualified applicants with arrest and conviction records