Overview

Mayer Brown LLP is a leading global law firm with offices in 27 key business centers across the Americas, Asia, Europe and the Middle East. We are a collegial, collaborative, and diverse firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realize their greatest potential.

If you enjoy working with team members whose defining characteristics are achievement, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Information Technology department in our Washington D.C. office as a Technical Support Team Leader.

The Technical Support Team Leader is responsible for providing deskside technical support and coordinating activities among members of the team. Working alongside the team as an active technical support specialist, the Team Leader will ensure high quality services based upon standard operating procedures, including troubleshooting and resolving any application, system or hardware issues. The Team Leader acts as a project resource when directed and works closely with their local, regional and global peers to ensure seamless IT service delivery and support for the end user, in conjunction with the IT department's strategic goals and initiatives.

Responsibilities

Essential Functions: 

• Coordinates team schedules to ensure consistent coverage
• Promotes effective work practices and works as a team member
• Responds to team member concerns in a helpful and fitting manner, while directing complicated matters to the Customer Services Manager, as required
• Provides excellent 2nd line/desk side incident, problem and request management support in accordance with documented processes
• Resolution of all escalated Service Desk tickets and associated customer expectation management
• Effective and proactive communication of problems/issues that impact the business (e.g. outages)
• Act as lead for the local team of deskside technical support specialists, providing guidance and training as needed
• Oversee and delegate work within the team
• Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation and resolution
• Update and manage of all escalated tickets in accordance with local, regional and global Customer Services standards and processes
• Work with the team to manage all local hardware assets and assist with hardware upgrades and tracking
• Successfully meet timelines and/or budgets for assigned projects
• Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications
• Update and contribute to the Knowledge base to share expertise
• Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues
• Repair and maintain all Firm-supported laser printers, laptops and desktops in accordance with firm standards
• Participate in weekly moves (users moving to other offices and/or floors)
• Configure and monitor equipment for high level meetings
• Provide in-room support of audio visual/video conferences, meetings and events, utilizing video conferencing platfroms and systems from Cisco, Webex, Zoom, Microsoft Teams and other virtual platforms.
• Provide smart-hands remote support/troubleshooting of integrated video and audio conferencing equipment in conference rooms and mobile environments
• Monitor significant video conference meetings, providing immediate response to connectivity or participant needs as necessary
• Maintain inventory of all audio and video equipment and provides maintenance as needed as directed by the multimedia engineering team
• Provide programming and move/add/change support for Cisco IP phones (where applicable)
• Provide and manage print queues, monitor and troubleshoot print server issues (where applicable)
• Effectively and proactively identify and communicate operations and business risks to appropriate levels of IT and management
• Adhere to all IT and user quality assurance practices
• Other duties and projects as required
• Provide support on an overtime basis as needed to support the technical issues within the Firm
• Provide on-call support as part of an agreed schedule
• Under general supervision, monitor, document and update existing network systems and local server hardware and assist in implementation of updates and problem resolution
• Provide high levels of customer support by being responsive, communicating proactively and managing expectations
• Provide visible floor support by conducting weekly floor sweeps to increase business engagement
• Attend user groups independently or with managers as required
• Performs other duties as assigned or required to meet Firm goals and objectives

Qualifications

Education/Training/Certifications: 

• Bachelor’s degree in a related field. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job

Professional Experience: 

• A minimum of 10 years of experience in a Law Firm or similar environment

Technical Skills: 

• Proficiency in Microsoft Office products
• Knowledge of Windows 7/Win10 and all related problems with OS and registries; Windows 10 experience helpful
• Advanced knowledge of Microsoft Office Suite (2007 – 2016) in addition to other relevant legal applications (time recording systems, metadata management systems, PDF converters, media players, document encryption and compression tools)
• In-depth understanding of AD including Active Directory role, Exchange, TCP/IP, DNS, DHCP, VPN as it relates to desktop support activities
• Strong knowledge of hardware, printers and laptops, smartphone and mobile device management
• Imaging and configuring PCs to Firm standards for rollout to users
• Ability to 'teardown' and repair all laser printers (where applicable)
• Ability to build a clone computer and troubleshoot all computer hardware issues
• Strong knowledge of standard virtual meeting platforms and in-room equipment necessary to support meetings and events
• Strong knowledge in replacing broken parts in laptops and troubleshoot all laptop hardware issues
• Knowledge of document management systems and e-filing processes

Performance Traits:

• Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors
• Ability to work in a diverse team environment and effectively support the demanding needs of the Firm
• Ability to work under pressure, meet deadlines with shifting priorities
• Must be a self-starter with a high level of initiative
• Strong customer service skills, able to anticipate needs
• Strong attention to detail, organizational skills and the ability to handle multiple projects
• Maintains confidentiality and exercises discretion
• Exercises solid strategic thinking and problem-solving skills

Physical Requirements:

• May require occasional lifting of up to 20 lbs.

The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

We offer competitive compensation and comprehensive benefits, including medical/dental/vision/life/and AD&D insurance, 401 (k) savings plan, back-up childcare and eldercare, generous paid time off (PTO), as well as opportunities for professional development and growth.

Thank you for your interest in Mayer Brown. We are committed to providing equal opportunity and reasonable accommodations to applicants and employees with disabilities and disabled veterans. To request a reasonable accommodation related to the application process and/or job interview, please email uslateralrecruiting@mayerbrown.com. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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