Our Client are a UK law firm with over 350 attorneys in 32 offices worldwide.  The firm has enjoyed a particularly strong level of growth in Asia, and has been growing their teams in multiple practice areas across the region. 

The role of the IT User Support Manager is to provide exceptional client service across the firms regional offices. This support must be timely, accurate, friendly and efficient. The primary focus of the IT User Support Manager is on the end user and ensuring that their needs are met so they can effectively use technology to perform their jobs. This position requires excellent customer service skills, communication skills, problem solving skills and organization/planning skills. This role manages a team of IT User Support Specialist in multiple offices and has overall responsibility and accountability for the support and operations of the office technology environment. This includes installing, configuring, diagnosing, repairing and upgrading as needed all Firm hardware, software and mobile devices.


Responsibilities

• Lead and coach specialists on technology and customer services skills.
• Supervise the support for all end user technical and applications software problem resolution at the Tier 1 and 2 levels.
• Monitor and evaluate team performance with a focus on results.
• Monitor ticketing system to ensure resolution of all incidents and/or appropriate escalation to firm technology resources in a timely manner.
• Interact with the Firm Technology Organizational members.
• Develop, motivate and serve as a mentor for the User Support team.
• Manage projects as required to implement operational/organizational changes and deliver results in continuous improvement initiatives.
• Ensure quality of technical resolutions and client service during resolution.
• Provide exceptional customer service through consulting, installation, support, training and troubleshooting for the end-user community as well as practicing the following customer support skills: face-to-face; telephone skills; internet and email skills; reliability; timeliness and effectiveness.
• Perform testing of software applications, upgrades and security patches as necessary.
• Work closely with project manager to understand defined and scheduled tasks.
• Participate on project team to effectively meet project milestones, deadlines and target dates.

Skills and Competencies

• Significant knowledge of Windows 8.1 and Windows 10 operating systems, setting, limitations and maintenance procedures.
• Excellent troubleshooting skills related to desktop computer hardware and software.
• Experience with troubleshooting and supporting iPad, iPhone and Android devices.
• Experience working with networked and local printers, scanners, advanced copiers and other hardware peripherals.
• Basic understanding of networking devices, cabling and associated troubleshooting.
• Experience with remote access such as Citrix, Terminal Services, Remote Desktop and VPN.
• Ability to establish and maintain productive working relationships with all levels of staff.
• Superb customer service skills including the ability to understand both internal and external client needs and expectations.
• Excellent written, oral, and interpersonal communication skills.
• Highly self-motivated, self-directed and attentive to detail in a fast paced, high pressure, deadline oriented environment.
• Takes initiative for managing and continually improving own performance to support organizational needs.
• Clearly defines job expectations for individuals and team, coaches for success, provides training and effectively evaluates performance.
• Familiar with user support best practices and procedures.
• Ability to lead a team of technicians to provide world class customer service while working closely in a coordinated fashion with firm wide technology resources for support and direction.
• Able to identify and understand the technology needs of the office and address accordingly.
• Advanced troubleshooting ability with both hardware and software with the ability to learn new products quickly.

Requirements

• Degree in computer science, information technology and/or 8 years equivalent work experience in a professional services IT environment.
• Microsoft certification such as MCSA or equivalent is a plus.
• Experience in working for a Law Firm is required
  
  

To apply for the position, please click the "Apply" button below. For further information or a confidential discussion, please contact Ryan Gillespie at +852 2920 9135.