Technology Support Lead
Downtown Los Angeles, CA
Large law firm seeks a Technology Support Center Lead with 5 years of technology experience, including 1 year of experience in a lead or project management role. Selected candidate will provide coverage for interaction queues which incorporate voice, email, and chat support to internal clients. The IT Lead will train staff and lead in development of technical, customer service, and project management; monitor key performance indicators to ensure department targets are achieved; utilize reports and advanced Excel functions to generate monthly reports; assist with employee relocation requests, new hire onboarding tasks, training documentation, and information gathering for metrics; provide support to desktop and notebook systems and client related services; monitor support requests and incident assignments to ensure quality and compliance with established service level agreements (SLAs); assist in development and testing of customized software applications; research industry trends; lead weekly team meetings and agenda approval; utilize contact center application to monitor support channels, department workflow and staffing to ensure adequate coverage; enforce security procedures and policies; and provide support for databases, applications and programs (Eclipse, Relativity, CompuLaw) utilizing knowledge base articles or engaging other global resolution groups. The hours are 9:00 a.m. to 5:30 p.m. This is an exempt position.
A high school diploma is required; a Bachelor’s Degree in Computer Science or Information Systems is preferred. Candidate must have advanced knowledge of Windows 10, Microsoft Office (Word, PowerPoint, Excel, and Outlook), iManage, Adobe Acrobat, hardware components and peripherals, firm templates and macros, intranet, DTE, Comparison tools, handheld wireless devices, ITSM platform, remote communication technologies, and software deployment tools. A working knowledge of internetworking, TCP/IP, client/server relationships, network printing, and Active Directory is required; knowledge of VOIP, litigation support applications and methods, videoconferencing, and user training is preferred. The Technology Support Center Lead must have excellent communication and interpersonal skills, with the ability to effectively deliver training to users of varying ability.
Kent Daniels and Associates is a legal staffing service specializing in the placement of temporary, temp-to-hire and full-time regular employees in law firms and corporate legal departments in Los Angeles, San Francisco, San Diego, and nationwide. We staff all positions in law firms and all three shifts - day, swing and graveyard. Kent Daniels was established in 1986, giving us 33 years of experience finding candidates legal jobs in law firms in the LA area.
Applicants will be considered in a manner consistent with federal, state, and local requirements as applicable.