Crowell & Moring LLP is an international law firm with offices in the United States, Europe, MENA, and Asia that represents clients in litigation and arbitration, regulatory and policy, intellectual property, and transactional and corporate matters. The firm is internationally recognized for its representation of Fortune 500 companies in high-stakes litigation and government-facing matters, as well as its ongoing commitment to pro bono service and diversity, equity, and inclusion.

Job Summary

The primary role of the Assistant Regional Technical Customer Services Manager is to oversee support to the user community. This includes but is not limited to monitoring incoming support requests, monitoring follow ups, and guarenteeing that all staff have the support tools and knowledge needed to fulfill requests.

Job Responsibilities

• Oversees the team’s work product to ensures all tasks, assignments & projects are completed on time and with minimal errors.
• Provides and facilitates ongoing technical training for new processes/procedures and onboarding of new team members.
• Assigns tasks, assignments & projects as needed to local IT staff.
• Mentors and trains IT staff in the field.
• Provides technical support to local IT staff.
• Generates reports for problem management, RemedyForce statistics and metrics, and general monthly reports.
• Serves as backup for Senior Support Manager with approving timesheets and APL for West Coast IT team. 
• Assists the Senior Support Manager in designing and implementing support policies and procedures.
• Supports the West Coast Technical Services team with day to day tasks. 
• Determines the cause of user dissatisfaction and makes immediate corrections where applicable. 
• Keeps the Senior Regional Technical Support Manager informed of critical issues and their resolutions including submiting regular reports and maintaining logs of user support and training activity. 
• Works with the Senior Regional Technical Support Manager to develop and maintain procedures governing workflow.
• Develops baseline measurements of the user support activity and periodically reviews and re-measures to ascertain the effect of environmental changes.
• Provides task and project management leadership for the West Coast Technical Support team.
• Assists the Senior Regional Technical Support Manager with the overall direction, coordination, and evaluation of the West Coast IT team.
• Carries out supervisory responsibilities in accordance with Firm’s policies.
• Continually improves client service through diligent, thoughtful and timely execution of support requests.
• Keeps end users informed of status of problem resolution and project progress.
• Continually evaluates and improves existing and new procedures and services.
• Makes recommendations to management on ways to increase quality and efficiency of services provided.
• Participates in the planning, policy, and decision making discussions involving production, system availability, workflow, and problems which may negatively impact system performance.
• Continually improves technical proficiency through research, self-training and participation in internal and external training opportunities.

Requirements:

Knowledge, Skills and Abilities

• Must have project management skills.
• Must have strong technical skills, including operating system and software knowledge.
• Must be detail oriented and logical.
• Must have strong analytical ability and problem solving acumen.
• Must have strong oral, interpersonal and written communications skills.
• Must have the ability to communicate technical concepts to non-technical users.
• Must work well either independently or in a team environment, demonstrating significant initiative and self-motivation.
• Must be able to juggle multiple demands simultaneously and change course rapidly as priorities change.
• Regular and timely attendance.
• Ability to lift and carry items weighing less than 50 pounds. 
• Ability to be mobile to and from work and within Firm work spaces.
• Ability to communicate with co-workers and outside parties.
• Visual acuity sufficient to permit performance of job functions enumerated above.

Education

Bachelor’s Degree or equivalent work experience; a concentration in Computer Science or Information Systems preferred.

Experience

Five years of experience in a related field.

Crowell & Moring LLP offers a competitive compensation and comprehensive benefits package which includes progressive options such as back up child care, wellness programs, cultural events and social activities. We take great pride in our positive, friendly culture that rewards hard work and success, at the same time recognizing the importance of family and community service.

Our Firm is committed to fair and equitable compensation practice in accordance with applicable laws. The salary range for this position is $100,200 - $145,100. Additional compensation may include a discretionary bonus. Other benefits include healthcare, vision, dental, retirement, and all-purpose leave. The salary for this position may vary based on location, market data, an applicant’s skills and prior experience, certain degrees and certifications, and other factors.

EOE m/f/d/v
Crowell & Moring LLP participates in the E-Verify program.