Support Center Manager

Our client is a well respected law firm, who is currently seeking a Support Center Manager :

• Direct Hire Opportunity
• Onsite : Hybrid
• Location : California ( Palo Alto, Orange County, Los Angeles)
• Compensation : $175k-$190K + Benefits
• Must be Authorized to work in USA.
• 10+ years of IT Management and 5+ years of Leadership required.

Position Summary :

Based in the US, the Support Center Manager will oversee the operations of the Support Center, ensuring high-quality service delivery and a seamless user experience for all internal stakeholders.

This role requires close collaboration with User Experience (UX) teams, including training, desktop support, collaboration, audio-visual (AV) services, and software and hardware asset management.

A strong understanding of ITIL and ITSM methodologies is essential, along with expertise in ServiceNow . The manager will also integrate contemporary cyber security protocols into the support center model and leverage AI tools to enhance the user experience.

This role reports directly to the Director of User Experience and will provide direction to the Support Center Supervisor, Support Center Leads, and Support Center Analysts.

Key Responsibilities :

• Manage the daily operations of the Support Center, ensuring compliance with established protocols and standards.
• Provide guidance and mentorship to Support Center staff, fostering a culture of continuous improvement.
• Serve as an escalation point for complex support issues, ensuring timely and effective resolution.
• Manage time-off requests for Support Center personnel.
• Ensure adherence to Firm-wide and departmental policies, standards, operational guidelines, and administrative procedures.
• Collaborate with UX teams, including training, desktop support, collaboration, AV, and asset management, to continuously improve service delivery and user experience.
• Qualify trouble call symptoms to ensure accuracy, completeness, and efficient resolution.
• Take ownership of alerts and escalations, organize the alert matrix, initiate escalations, and follow up on open escalations to ensure timely closure.
• Implement ITIL and ITSM best practices within the Support Center.
• Develop and enforce cyber security protocols within the support center framework.
• Ensure user reports of information security issues are escalated to the Information Security Team in alignment with established protocols and SLAs.
• Support the firm’s ISO 27001 efforts as required.
• Collaborate with the Information Security Team to strengthen cyber security measures within the support center.
• Stay updated on the latest AI tools and software solutions that can enhance the user experience.
• Evaluate and implement new technologies (ITSM tools, AI, etc.) to improve Support Center operations and user satisfaction.
• Monitor and analyze support metrics to identify areas for improvement.
• Conduct regular training sessions for staff to maintain high-quality service delivery and adherence to best practices.

Qualifications :

• University degree in a related field preferred or technical school training with equivalent experience considered.
• Minimum of 10 years of experience in IT support management, with at least 5 years in a leadership role within a support center environment.
• Experience in the legal industry is preferred.
• Proven experience with ServiceNow and ITIL / ITSM methodologies .
• Experience troubleshooting basic desktop, laptop, and printer hardware issues.
• Experience using problem management applications, such as the Footprints Tracking System .
• Well-versed in the use of GD&C standard desktop applications and the ability to synthesize this knowledge when troubleshooting unfamiliar software.
• Strong understanding of cyber security best practices and protocols.
• Familiarity with AI technologies and their application in enhancing user experience.
• Excellent interpersonal, communication, listening, and customer service skills.
• Ability to effectively manage and motivate individuals and teams.
• Strong people management skills, including providing constructive feedback and coaching.
• Ability to establish and maintain key stakeholder engagement, including with partners, senior business leaders, IS colleagues, and direct reports.
• Strong analytical abilities, with the ability to analyze data and metrics to drive decision-making and continuous improvement.

Location :

Located in our west coast offices in California ( Palo Alto, Orange County, Los Angeles)

Note : Our client is eager to introduce fresh ideas and evaluate current technologies under new leadership. They seek a dynamic individual who is open to providing feedback and exploring innovative solutions.

This role has the potential to evolve into a leadership position in the future.

Diversity, Equity & Inclusion (DEI) Initiatives :

Our client is deeply committed to fostering a diverse, equitable, and inclusive workplace. They believe that diversity of backgrounds, perspectives, and experiences contributes to stronger teams, greater innovation, and improved problem-solving.

The firm actively promotes an inclusive environment where every employee feels valued and empowered to contribute to their full potential.

As a Support Center Manager , you will play a critical role in supporting the firm’s DEI initiatives by ensuring a culture of respect and inclusivity within your team.

This includes promoting equitable opportunities, supporting diverse voices, and fostering a supportive, open environment where all employees are encouraged to bring their authentic selves to work.