http://cdn2.hubspot.net/hubfs/3905837/Calance_September2017/Calance_logo_180px.png


 


Calance Job Opening

Job TitleHelp Desk / Desktop Support Manager - 100% onsite - ID:38197
DurationPermanent
Start DateASAP
Job Skillsexpert knowledge and proficiency in a wide variety of software programs, including Windows 10, Microsoft Office and legal vertical market systems (e.g., content management systems, time recording systems, litigation support tools), knowledge and proficiency managing the support of mobile devices (e.g. Smartphones, tablets), mobile device management systems (e.g., BlackBerryMDM) and communication technologies, and good general knowledge of the principles and standards of server, network and inter-networking technologies (e.g. client/server systems, Active Directory) and network securit
LocationSan Diego, CA
Date Posted11/17/2021

Generated button


Manager of Technology

We are currently seeking a Manager of Technology to join our winning Legal Services team, located in San Diego. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation and collaboration.


The Manager of Technology will receive a generous total compensation package. Bonuses are awarded in recognition of individual and firm performance. Eligible employees can participate in the company's comprehensive benefit program including healthcare, life and disability insurance, flexible spending accounts, a 401k plan, and more! In addition, employees receive 10 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure.

As a Manager of Technology, you will support the office by using your experience, understanding of global technology strategy and competitive market changes to contribute to strategic and tactical planning and the achievement of office and firm-wide objectives. You will be responsible for managing the performance and delivery of technology business services to the office using an ITIL framework. Technology business service management will include the management of local technology staff, systems, telecommunications, services and processes to pre-determined performance standards. Critically, the Manager of Technology will partner with all legal and administrative departments and centralized services to continually optimize the delivery and management of technology business services to the office and, where appropriate, the firm while accomplishing these and other critical functions:

Engaging with the Director of Administration in delivering quality, customer-focused technology services to the office, including fee earners and business service departments.
Consulting with fee earners, office administrative management, and business services departments to understand business context of the use of technology. Evaluating and recommending technology or processes in coordination with global technology management to implement improvements in its use and implementation.
Locally implementing, adhering to, and administering globally determined technology policies, procedures, systems, and general service delivery standards. Coordinating the customization of complex applications to meet the needs of lawyers, paralegals, and staff through active consultation.
Ensuring full compliance with security, disaster recovery, and risk management policies and processes including data backup, security, personal data protection, disaster recovery, outage communications, and incident response policies/procedures.
Managing the delivery of end-user training, consulting, and educational programs for the office; ensuring that the content, quality, and standards of in-house training and consulting matches global standards and meets local needs.
Managing technology support operations (HelpDesk), including advanced support and resolution of problems with all firm-standard hardware, software and/or the network. Interacting with firm subject matter experts, and third-party technical support as required.
Managing the daily operation and maintenance of the office’s entire technology operations program, including hardware and software installation, asset management, systems configuration, and resource scheduling.
Managing the financial performance of the office technology function, including budget preparation, tracking, expenditure approvals, and project expenditure.
Delivering reports to office administration and global technology management on the performance and delivery of technology services to globally agreed performance levels and SLAs that manager is accountable for, including customer satisfaction, global technology support KPIs, team development, and business engagement.
Managing the performance and development of the technology staff in the office through structured training, motivation, supervision, and coaching; leading and supporting them in their professional and career development efforts.
Working with the Human Resources department in hiring, training, counseling, and disciplining departmental employees. Generating performance evaluations for departmental employees and recommends salary increases. Ensuring the effective integration of local technology business services and staff with global technology services, staff, and processes.
Monitoring current and new technology and commercial legal technology market trends that may provide benefit to the firm. Working with, and making recommendations to office administration and global technology colleagues regarding all functions of the technology platform and technology business service delivery.
Participating in global Technology Department meetings to understand firm strategies, products, and services; updating the technology department on local projects; participating in vendor demonstrations; and providing local practice office feedback on new products and software updates.
Acting as lead resource for questions on applications, processes, and services, including discussing issues, upgrades, and installations for the entire office.
Effectively supporting the business culture of the firm (‘One-firm firm’) at all times.
Coordinating with other areas/departments of the firm where overlap exists to develop efficient procedures/communications to stream-line processes and satisfy various department needs.
May assist and complete the typical duties of technology support and training staff on the team as needed.
Promoting effective work practices, working as a team member and showing respect for co-workers.
 
As a Manager of Technology, you will be expected to apply your organizational and communication skills while displaying a positive, high-energy attitude. The successful Manager of Technology must have expert knowledge and proficiency in a wide variety of software programs, including Windows 10, Microsoft Office and legal vertical market systems (e.g., content management systems, time recording systems, litigation support tools), knowledge and proficiency managing the support of mobile devices (e.g. Smartphones, tablets), mobile device management systems (e.g., BlackBerryMDM) and communication technologies, and good general knowledge of the principles and standards of server, network and inter-networking technologies (e.g. client/server systems, Active Directory) and network security (e.g. encryption, multi-factor authentication etc.) as well as general knowledge of common VoIP, videoconferencing and other communication technologies and systems. The ideal candidate will display demonstrable team building, coaching and motivational skills within a customer service focused environment and demonstrable service management and delivery management skills, including performance/process analysis, reporting and optimization (e.g. ITIL v2/v3). The Manager will possess analytical skills needed to troubleshoot a variety of symptoms, diagnose problems and test, recommend and implement solutions to technology problems as well as the knowledge and skills needed to analyze and implement resolutions to basic business process and workflow problems (e.g., continuous improvement techniques).
 
A Bachelor’s degree in Computer Science, Business Information Systems, or related field is required. Four (4) years managing a technology support team is required. Good experience in leading and driving teams to ensure team and individual performance levels meet and exceed customer expectations consistently, with a proven track record of continual improvement is preferred as well as demonstrated knowledge and experience of computer systems, applications and telecommunications system. This position May require after-business hours availability to perform the essential duties of the position.




Send To Email / Remind Me




WEB-DOM01-NEW


CONTACT US


ABOUT CALANCE


recruiting@calance.com
Mission Viejo, CA ~ (800) 732-4680
Atlanta, GA ~ (888) 732-4680


Calance is a global IT Services firm specializing in end-to-end solutions for Development, Managed Service,
Security, SAP, Project Control Integration and IT Staffing.Operating in the United States and India,
Calance helps clients bring their ideas and strategies to life through talent, technology and tenacity.


2020 All rights reserved.