Practising Law Institute Help Desk Manager in New York, New York
Help Desk Manager
Join PLI and represent the legal community's premier provider of continuing education and research services as a Help Desk Manager in our New York office. Work in a collaborative environment that prides itself on a genuine commitment to a work-life balance (3+ weeks of vacation days!). Grow your career and help us to develop and maintain a world class Help Desk. Reporting to the Director, Network Operations, the Help Desk Manager will take a customer-focused approach and will lead the technical support team to provide excellent service, resolving all technical issues across the organization.
For more than 80 years, PLI has served the legal community with innovative products and quality programming, building a sterling reputation spanning the country.
Your responsibilities as Help Desk Manager
Oversee the organization's Help Desk processes; holds team to a high standard ensuring that they are operating according to best practices and with excellent customer service quality and availability.
Manage help desk team of two, evaluate performance, and provide leadership by working with the Help Desk technicians to increase their technical capabilities, troubleshooting skills, as well as consistency, quality, and turnaround time.
Ensure customer service is timely and accurate daily, set specific customer service standards, and establish best practices through the entire technical support process.
Coordinate Level 2 and Level 3 support across multiple teams to support PLI staff and occasionally external customers.
Develop daily, weekly, and monthly reports on Help Desk team's productivity. Regularly review metrics and support trends, use data to provide process improvement for existing procedures and follow up with customers to identify additional areas of improvement.
Proactively recommends improved solutions and/or technology to senior leadership.
Contribute to improving customer support by actively responding to queries and handling complaints.
Provide customer feedback to the appropriate internal teams such as software engineers or business analysts.
Recommends and provides training to improve team technical skills and customer support processes.
Keep current with network administration and security technology and trends, make recommendations for improvements to PLI's technology as appropriate.
Other duties, as assigned.
Qualified candidates will have:
Both strong technical skills and emotional intelligence with proven ability to build relationships, manage, communicate and understand the wider business context and outcomes.
Ability to translate IT and service issues into management speak when raising issues; detailed communication and clear explanations are essential in getting support from leadership and driving change.
Excellent communication skills both verbal and written are required; the ability to write detailed documents such as work instructions and business focused updates that go out to customers is critical.
The experience and instinct to know the appropriate amount of information to share with various parties; ensure regular and consistent information is shared and understands appropriate level of confidentiality.
The ability to drive continuous improvement; identifies need for change and acts as change agent.
A High school diploma or equivalent required; Bachelor's degree in a related field a plus.
5+ years' experience working in a Help Desk Manager capacity or a related role.
Experience managing teams that have supported Windows, Mac, Mobile/Handheld technology both on-site and remotely.
Experience with help desk and remote-control software required.
Proficiency in Microsoft Office suite required.
Strong technical background with an ability to give instructions to a non-technical audience.
Your benefits at PLI
PLI is committed to creating an interesting, collegial, and supportive work environment and offers a generous benefits package including:
Medical, dental and vision plans for employees and their families
Generous employer contribution to employee retirement savings account
Ample paid time off and holidays, summer Fridays
Unlimited access to LinkedIn Learning web-based training along with other career development opportunities
Work-life balance initiatives
Practising Law Institute ("PLI") is a nonprofit learning organization dedicated to keeping attorneys and professionals at the forefront of knowledge and expertise, as well as preparing them to fulfill their pro bono responsibilities.
Chartered by the Regents of the University of the State of New York, PLI was founded in 1933 by Harold P. Seligson. The organization provides the highest quality, accredited, continuing legal and professional education programs in a variety of formats. PLI publishes a comprehensive library of Treatises, Course Handbooks, Answer Books and Journals also available through the PLI PLUS online platform. The essence of PLI's mission is a commitment to the pro bono community and with over 98,000 attendees at our pro bono programs this past year.
Only those applicants who meet our requirements for this position will be contacted.
Practising Law Institute is an equal opportunity employer. More information about PLI may be found on our website www.pli.edu.
PLI is an equal opportunity employer and does not discriminate against any candidate based on race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, military and veteran status, sexual orientation, or any other factor protected by federal, state or local law.