Accounting Service Desk Manager

at DLA Piper in Chicago, Illinois, United States

Job Description

DLA Piper is, at its core, bold, exceptional, collaborative and supportive. Our people are the backbone, heart and soul of our firm. Wherever you are in your professional journey, DLA Piper is a place you can engage in meaningful work and grow your career. Let’s see what we can achieve. Together.

Summary

Responsible for ensuring an outstanding level of customer service by overseeing the daily activities of the Billing Help/Service Desk team and facilitating effective, customer-focused service delivery. Works with diverse operational and non-technical internal clients. Advocates for customers, understands customers’ unique business requirements and delivers a standard of support to meet expectations. Collaborates with other members of the Billing team to address shifting priorities, challenges, and operational support trends. Works to find ways to quantify and improve Tier1 customer service for a large Legal Billing Operations Team.

Responsibilities

+ Manage and operate an internal Customer Service Desk supporting customer service activities including being the first point of contact for both potential and existing internal customers, answering questions, dealing with issues and complaints.

+ Administrative responsibility for a segmented departmental operational (vs IT Help) instance of ServiceNow in conjunction with inhouse IT ServiceNow Subject Experts

+ Establishing and evaluating service level agreements, operational level agreements, and standard operating procedures in support of a service expectations

+ Creation, administration, and tracking of operational Metrics and Quality Assurance Support Metrics, Data Sources, Baselining and Benchmarking and Performance Reporting

+ Ensures proper coverage and staff scheduling for a Billing (process oriented) Help/Service Desk to ensure all customer requests are handled efficiency and with the appropriate urgency; manages and reports on support SLA’s. The Service Desk will be a 5×12 (8am – 8 pm EST) 4 time zone support group. Nights and Weekend initial calls will be routed through internal IT Help Desk for secondary referral to rotational weekend duty operational manager. SD Manager will be responsible for maintaining out-of-hours duty roster to be staff by supporting production managers.

+ Position is a Virtual – Home Based position in any domestic US time zone but will be managing staff and operations of a 5×12 Service group.

+ Sets priorities, provides support and direction to Help Desk staff. Oversees the onboarding and

+ Professional development and training of Help Desk staff.

+ Identifies, gathers and analyzes relevant Service Now, SLA and other operational (application and process driven) metrics to benchmark the Help Desk performance.

+ Identifies trends and reoccurring issues and works to continuously improve Billing Operational Support processes to enhance Billing service delivery and customer satisfaction.

+ Ensures proper distribution and escalation of incidents and requests to appropriate individuals, and Tier 2 resolver groups supporting Legal Billing functional areas.

+ Identifies gaps in support processes and makes recommendations to improve support effectiveness and reduce overall response complexities and timeframes.

+ Enforces quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.

+ Assists with tracking and improving service delivery. Recognizes opportunities for improvement at the Service Desk and acts to implement these changes.

+ Develop a new knowledge management process and associated resource leveraging ServiceNow with secondary training materials.

+ Other duties as required.

+ Provides leadership to and manages a team of business professionals to include coaching, mentoring and professional development. Responsible for providing performance feedback on a regular basis.

Desired Skills

Must possess superior written, oral and interpersonal communication skills with a strong dedication to customer service. Demonstrated proactive problem-solving skills and ability to work under stress and time pressure. Experience in training and professional development of junior staff. Aptitude to learn, retain, and teach technical skills and institutional knowledge to junior staff. Working knowledge of ServiceNow and Help Desk / Service Desk methodology are essential.

Minimum Education

+ Bachelor’s Degree

Certifications

ServiceNow Certified System Administrator, ITILv4 certification, HDI Support Center Manager, HDI Support Center Director, HDI KCS, KMI, or CKS Knowledge Management Certification

Minimum Years of Experience

+ 5 years’ experience managing a customer service-oriented team in a ServiceNow technological environment or similar technology

Essential Job Expectations

While the specific job requirements of a DLA Piper position may vary depending upon scope of the job and area of specialty, there are certain universal requirements that are expected of all DLA Piper employees, which include but are not limited to:

+ Effectively communicate, verbally and in writing, with clients, lawyers, business professionals, and third parties;

+ Produce deliverables, answer phone calls, and reply to correspondence in an efficient and responsive manner;

+ Provide timely, accurate, and quality work product;

+ Successfully meet deadlines, expectations, and perform work duties as required;

+ Foster positive work relationships;

+ Comply with all firm policies and practices;

+ Engage in both physical and sedentary activity, such as (a) working at a computer for extended periods of time, including on-screen reading and typing; (b) participating in digital/virtual conference calls; © participating in meetings as needed;

+ Perform all other duties, tasks or projects as assigned.

Our employees are expected to embrace and uphold our firm values as a part of our DLA Piper culture. We are committed to excellence in how we represent our clients and develop our people.

Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Work Environment

+ Remote

Disclaimer

The purpose of this job description is to provide a concise statement of the work elements and to organize and present the information in a standardized way. It is not intended to describe all the elements of the work that may be performed by every individual in this classification, nor should it serve as the sole criteria for personnel decisions and actions. The job duties, requirements, and expectations for this position may be modified at the Firm’s discretion at any time. This job description does not change the at-will nature of employment. Reasonable accommodations may be made upon request to permit individuals with a disability to perform the essential functions and responsibilities of the position or to participate in the job selection process.

Application Process

Applicants must apply directly online instead of sending application materials via email. If you have a request for an accommodation during the application process or have any questions about the process, please contact careers@us.dlapiper.com. Please add dlapiper@myworkday.com to your list of safe senders.

Accommodation ??

Reasonable accommodations may be made upon request to permit individuals with a disability to perform the essential functions and responsibilities of the position or to participate in the job selection process. If you have a request for an accommodation during the application process, please contac