Regional Technology Service Manager
At Perkins Coie, we look for self-motivated individuals, dedicated to providing value and superior service and who have a high degree of integrity and enthusiasm for their work. We have created a company culture based on collaboration, devotion to serving our clients, and mutual respect. Perkins Coie is committed to advancing diversity and inclusion both within the firm and throughout our collective communities. Work with one of the 100 Best Companies to Work For and receive great health insurance, tuition reimbursement, and paid sabbaticals.
Manage the Technology Service Analysts for assigned Region who process and resolve incoming user support issues and questions; trains staff, performs administration and maintenance duties for the Firm's systems infrastructure; installs, moves, changes, and removes hardware and software within the local offices; and provides project, conference, and other support.
These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation.
- The Regional Manager is responsible for establishing and maintaining positive working relationships with users, Office Business Directors, and peers.
- They will also serve as a liaison to other organizations within the Technology Department.
- The Manager will motivate, mentor, and coach employees to perform the required work and continually build their skills.
- The manager will be responsible for daily administrative oversight of the Technology Service Analysts assigned to their region. This includes approving time, leave requests, and overseeing staff during all daily interactions, and adjusting workflow as necessary.
- The Manager will be responsible for hiring, managing, and developing all staff. This includes overseeing daily operations & review of staff work, preparing, and delivering annual performance reviews for all employees, and effectively utilizing Firm resources to react to any needed employee personnel issues or actions.
- Works with the Technology Services Manager and other Regional Managers in evaluating work plans, policies and procedures, and broad organizational goals to build an environment of continual service improvement.
- Manager will also suggest improvements and collaborate with others to generate ideas and improve processes.
- Coordinates with other Managers to balance the workload across the firm.
- Review metrics for the teams and conduct qualitative ticket reviews to ensure quality service and accurate information is provided to users.
- Perform advanced troubleshooting and research issues when required.
- Ensure incidents are prioritized properly by their teams, status is provided, and incident resolution is communicated to users.
- Track issues and document troubleshooting efforts using the ticketing system.
- Escalate issues as appropriate and ensure ticket queues are managed and monitored appropriately.
- Identify gaps in experience for individual team members.
- Coordinate or conduct training on advanced troubleshooting for existing staff.
- Train and support new staff so they can conduct basic troubleshooting, login issues, and assist end users.
- Identify and create training materials for team members and ensure all team members are well-versed in finding critical information.
- Ensure user requests and issues are clearly documented.
- When necessary, create written documentation for hardware and software installations or other technical matters.
- Create and maintain all relevant documents for the Manager’s teams, including region-specific documentation as well as team-specific processes/procedures.
- Participate in the growth and care of the department’s Knowledge Base.
Regional Office Support
- The Regional Manager will also be situated within one of the Firm’s offices and will work with the local office teams to ensure office-specific tasks are completed. These tasks may include installing, disconnecting, and moving hardware, including desktop computers, printers, monitors, and telephones.
- Install and upgrade software packages according to documented procedures.
- Perform setup and removal of audio-visual equipment.
- Administer and maintain loaner equipment.
- Coordinate with the Office Business Directors in the region.
- Provide regular status and attend meetings in support of the region and firmwide efforts.
- Write and distribute regional and firmwide communications regarding planned and unplanned outages.
Inventory and Budget
- Work with Technology Asset Management to ensure adequate supplies of computer hardware, peripherals, and small equipment are available to support the offices within their Region.
- Track asset assignments: ensure physical audits are performed and compared to Service Manager records.
- Work with Technology Asset Management to update hardware in accordance with hardware refresh schedule.
- Identify technology needs and assist in the development of annual technology budgets for the offices within their region.
Perform other duties, as assigned.
Be present at work during regularly scheduled working hours and as needed in the position, consistent with the Firm’s attendance expectations.
This position will require travel. This role supports the Seattle, Bellevue, Anchorage, & Denver offices. Periodic site visits will be required.
SPECIFIC SKILLS REQUIRED
- Solid Management skills including performance management, employee relations, strong leadership, and team development.
- Ability to mediate and resolve conflicts.
- Ability to communicate effectively both orally and in writing.
- Excellent listening skills.
- Ability to explain complex technical concepts and processes in a clear, concise, fashion to all levels of firm personnel (technical and non-technical users).
- Ability to establish and facilitate effective working relationships.
- Ability to understand end users' complex business needs and workflow.
- Maintain a professional demeanor under stressful conditions.
- Communicate and work with a variety of personality types.
- Professionally navigate departmental and Firm organizational structures to facilitate the resolution of complex issues.
- Mediate and resolve conflicts between individuals, including conflicts between co-workers.
- Quickly assimilate technical information, organize and prioritize multiple competing deadlines, and work effectively in a team environment to troubleshoot and solve complex problems.
- Works well under pressure and adapts to a changing environment.
- Take ownership of issues and follow up on the status from inception to completion.
- Ability to identify relevant concerns, factors, patterns, tendencies, and relationships to formulate logical and objective conclusions and recognize alternatives or develop logical plans to address user needs.
- Exceptional time management skills.
- Ability to identify and resolve user issues in a proactive manner.
- Ability to prioritize workload, match and delegate workload to technicians with available skill levels.
- Ability to meet or exceed deadlines.
- Willingness and ability to assume responsibility and take ownership of team workload.
SPECIFIC SKILLS PREFERRED
- Knowledge of legal-specific software for Document Management Systems, records management, and timekeeping.
- Certifications (A+, Network +, ITIL Foundations).
EDUCATION AND EXPERIENCE
- Minimum 4-6 years of general support experience in the legal environment.
- Minimum of two years of Management experience required that demonstrates the ability to successfully lead service desk or similar employee teams.
- A Bachelor’s degree is preferred.
This position is eligible for an annual discretionary bonus, 401(k) plan, medical, dental, and vision insurance, accrued paid time off plan starting at 20 days annually, personal medical and parental leave, up to ten paid Holidays, and family care benefits. More information regarding benefits and programs may be found here.
This position may be filled in the following location(s). The compensation depends on qualifications and experience.
Washington State compensation range: $105,630 to $166,300 annually