The Computer Systems Manager is responsible for ensuring an outstanding level of customer service by providing direct IT support to Briggs and Morgan attorneys and staff and supervising the help desk team. Responsible for the development, deployment and management of help desk related activities, policies, procedures and best practices. Responsible for leading the help desk to be proactive, flexible and adaptable in meeting the changing technology needs of the firm. This role reports to the Chief Information Officer.
Manage help desk staff, including staffing, direction, coaching, mentoring and performance management.
Manage relationship with outsourced help desk vendor (keeping abreast of changes in our environment, providing instruction, transitioning incidents, and addressing issues).
Participate in and provide leadership for all help desk operations and activities, ensuring proper coordination, monitoring, logging, tracking, and resolution of all requests.
Create and maintain standards for desktop and software support along with the appropriate processes and procedures.
Maintain the integrity of the help desk tracking system and ensure all support calls are addressed, logged, escalated when needed, and resolved in a timely manner.
Provide hands-on support, when necessary, to identify, troubleshoot and resolve hardware, software and network related problems experienced by end users.
Consult with hardware and software vendors to troubleshoot issues that are beyond the capability of the help desk team.
Manage the disposition of escalated tickets from the help desk team and other operations managers.
Work collaboratively with operations managers to develop solutions consistent with the firm's business needs.
Use extensive experience and judgment to plan and accomplish goals.
Identify, research, and resolve complex technical problems.
Develop and maintain a system for tracking all hardware and software inventories, providing detailed software reporting for individual equipment replacements.
Manage the lifecycle of the end-user computing equipment of the firm by providing guidance and direction in evaluating, acquiring, updating, and disposing of assets including workstations, laptops, copiers, scanners and other user devices.
Provide oversight for creating, maintaining, and deployment of a standard Windows end-user computing platform including OS configuration, standardization, patching.
Develop and maintain desktop migration strategies including user profile transfers.
Assist in management of software agreements and vendor relationships including budgeting, negotiation, and license compliance.
Provide oversight for the creation and maintenance of the firm mobile device management platform.
Bachelor’s degree/certifications and a minimum of 5 years experience in providing successful customer service at a computer/network Help Desk with 2+ years of supervisory experience or equivalent. Law firm experience strongly preferred.
Mastery of Microsoft Windows OS image management and deployment (Windows 10 & 8).
Expert knowledge of network and PC operating systems and understanding of advanced network concepts and application interoperability.
Expert knowledge of SCCM and scripting (VB, Windows Scripting, etc.) in order to efficiently deploy technology assets.
Expert knowledge of Active Directory Users and Groups & Group Policy.
Proven ability to manage a diverse team of technical professionals.
Proven analytical, evaluative, and problem-solving abilities.
Project management experience in relation to service desk activities is a plus.
Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
Excellent written, oral and interpersonal communication skills.
Highly self-motivated and directed.
Keen attention to detail.
Exceptional customer service orientation.
Work may require irregular hours and often requires more than 37.50 hours per week to perform the essential duties of the position. Regular attendance is essential.
About Briggs and Morgan P.A.
Briggs and Morgan, P.A., An Affirmative Action, Equal Opportunity Employer, is a trusted name in business law and litigation services. Located in downtown Minneapolis, the firm is committed to providing superior client service and sound legal counsel to clients nationwide. Briggs and Morgan ranks among The NLJ 250 as one of the nation’s largest firms and has received numerous accolades, including recognition by Corporate Counsel and top clients as a “Go-To Law Firm®” in the areas of litigation, corporate transactions, corporate governance, and labor and employment. The firm and its attorneys have also been selected for publication in The Best Lawyers in America and Chambers USA. For more information, visit www.briggs.com.