Description:
Primary Responsibilities and Duties
- Manages and continuously improves all facets of Help Desk service delivery operations.
- Provides leadership and management of all Help Desk personnel including establishing and tracking individual goals and professional development objectives for all team members.
- Creates and fosters a responsive and highly visible service-orientated team environment.
- Develops, communicates, and maintains oversight of the firm’s Application Ownership program.
- Maintains a continuous improvement mindset for themselves and the team.
- Ability to think strategically, act independently, and drive outcomes for initiatives and projects for which they are assigned ownership.
- Documents procedures and operating standards for efficient and consistent service delivery.
- Establishes service delivery metrics and produces performance reporting on a regular basis.
- Responsible for back-end administration of cloud platforms — managing users, policies, and templates.
- Develops and reviews business and systems requirements and works with key stakeholders to develop and recommend appropriate solutions to meet the requirements.
- Manage data conversions to new systems or upgrades as appropriate.
- Develops and maintains project, test, and training plans. Builds QA testing protocols and establishes pilot groups for new software or significant upgrades to existing software.
- Investigates errors and malfunctions in firm software to uncover root causes, determine fixes, or suggest replacements. Coordinates application support matters with outside vendors; maintains a sense of urgency when appropriate.
- Ensures server-side applications are updated in a timely fashion, avoiding user disruption as much as possible.
- Identifies and addresses inefficiencies in Pierce Atwood procedures that could be addressed by introducing automation and/or changing the software platform used for a given function.
- Works with the IT Director and the Technology Committee to identify issues and deficits in our application landscape.
Qualifications
Minimum 3 years of Help Desk and applications management experience. Bachelor’s degree in information technology or related field is required. It is critical that applicants have solid experience working with document management solutions and the Microsoft 365 suite of applications.