Litigation Support

- Summary:
The Service Desk Manager is responsible for managing and directing the activities of the Service Desk team, leading them in customer service and operational tasks. Position reports to the Director of Enterprise End User Services.

Goals for 2012:
Implement a new ACD System
Windows 7 rollout
Create, track, and coach on individual performance metrics for service desk analysts
Implement a standardized coaching program
Standardize customer experience across all levels of service desk analysts
Create a Subject Matter Expert Program for the Service Desk

Duties and Responsibilities:
Ensure high quality and timely support services are being delivered uniformly by all IT Service Desk analysts by establishing and monitoring individual and team performance objectives.
Conduct regular coaching sessions with IT Service Desk Analysts to review escalated calls, training opportunities, and individual performance metrics.
Establish best practices and standard procedures and ensure team compliance to established standards.
Act as an escalation point for sensitive and escalated user issues, including managing escalated VIP incidents.
Liaison between the users and the IT development community.
Establish and maintain an ongoing reward, motivation and recognition program.
Maintain open communication with all IT training, application, infrastructure and local office managers and solicit and respond to feedback.
Review user surveys and follow up with end users when necessary, and identify and implement process improvements and coaching opportunities from the feedback received.
In conjunction with corporate and local office resources, establish, communicate, and maintain standard reports for communicating IT Service Desk metrics.
Identify the need for and implement operational improvements where needed.
Ensure utilization of and team contribution to the IT Knowledge Base.
With the IT Applications and Infrastructure Managers, establish and maintain mechanisms for systematic review and prioritization of user feedback (incidents, enhancement requests, open technical issues) and incorporation into the software pipeline.
Participate in professional organizations and attend conferences and/or seminars to keep abreast of technology and trends in Help Desk operations.
Perform other duties as required.
Qualification Requirements: To perform this job successfully, an individual must be able to perform the Duties and Responsibilities (the “Duties”) above satisfactorily and meet the requirements below. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. Employees or applicants who need an accommodation should contact Human Resources.

Education and/or Experience:

Required:
BA/BS degree or equivalent work experience
3-5 years experience managing a technical service desk
Experience with delivering high touch service to VIP clientele
Knowledge of Help Desk operations and methodologies
Demonstrated ability to motivate and lead a team
Experience with Service Desk reporting and statistical measures
Demonstrated experience working with Automated Call Distribution systems
Proficiency with Microsoft Office 2007, Citrix and VPN remote access applications
Experience with Windows compatible personal computers, and Microsoft Windows XP
Ability to adapt to flexible work hours, and to carry and respond to a BlackBerry on a 24/7 basis, as necessary to meet the business requirements of the Firm

Preferred:
Legal industry service desk experience
Exposure to legal specific applications
Helpdesk Desk Institute certification
Microsoft Office 2007 certifications
Experience with Information Technology Infrastructure Library (ITIL) disciplines

Other Skills and Abilities:
In addition to the above, the following may also be required of the successful candidate:
Excellent organizational skills
Excellent attention to detail
The use of good judgment and good interpersonal communication skills
Well developed analytical and problem solving skills
Works harmoniously and effectively with others as part of a team
A self-starter who desires to show ownership and commitment to the job
Exercises confidentiality and discretion

If you are interested in this Service Desk Manager / Helpdesk Manager opportunity please email staffcareers@sidley.com

- Jackson Lewis LLP, a nationwide AmLaw 100 firm representing management exclusively in workplace law, seeks an experienced Conflicts Specialist to join its growing team.

Duties and Responsibilities include:
• Participate in all aspects of conflict inquiries regarding new business and lateral attorneys
• Conduct corporate business research and analysis
• Communicate with attorneys in resolution of issues
• Prepare and analyze reports
• Maintain database integrity
• Participate in migration to new Conflicts System

Skills and Educational Requirements:
• Bachelor's degree; MLIS or other relevant graduate degree preferred
• 4 years law firm Conflicts experience
• Proficient in use of Conflicts databases, search engines, Excel, MS Office
• Proactive, problem-solving, critical thinking skills
• Ability to work in fast-paced environment, interacting professionally with others
• Excellent attention to detail
• Strong written and oral communication skills
• Dedicated to excellent customer service

Jackson Lewis LLP is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status or marital status or any other characteristic protected by law.

Send resumes to KMInfoRecruiting@jacksonlewis.com.

- For more than 60 years, Klarquist Sparkman LLP has represented businesses, universities, government agencies and individuals in all facets of patent, trademark, trade secret, and copyright procurement, licensing, enforcement, and defense. We have a rich history as one of the oldest and largest IP law firms in the Pacific Northwest, and one of the leading IP law firms in the nation. Through our international clientele and relationships, we have gained expertise in obtaining intellectual property rights in countries located around the world.

Currently, we are seeking a Data Analyst/Report Writer for our downtown Portland office. This position is responsible for all the reporting needs of the firm.

Duties
• Develop, maintain and publish all reports in an accurate and timely manner
• Design and build complex reporting and analysis tools that help streamline the business and make reporting, analyzing and projecting more efficient
• Partner with key areas to help build intelligent business tools
• Be a local expert in key firm systems including Excel, SharePoint, ProLaw, Elite and other applications
• Analyze and project ad hoc data as needed
• Manage projects as needed including report design sessions and process improvement
• Work closely with help desk team to resolve application issues related to front office, back office and time keeping applications.

Job Skills and Abilities Needed:
• Ability to express complex technical and abstract concepts effectively both verbally and in writing
• Proactive and responsible team player with a positive attitude and willingness to work hard
• Strong organizational skills, including the ability to multi-task, prioritize work, accuracy, and attention to detail
• Work with the team as well as independently to achieve goals and deadlines for projects
• Show ability to establish and maintain cooperative working relationships
• Maintain technical knowledge by attending educational workshops; reading technical publications; and researching new technologies
• Ability to quickly learn new tasks and willingness to accept new responsibilities
Education:
Bachelor's degree in MIS, computer science, math, or other science field, or equivalent combination of education/experience.

Technical Skills and Experience Needed:
• Microsoft SQL Server
o Minimum 3 years of experience with SQL Server as a database platform
o Strong foundational skills with Microsoft SQL Server 2008 R2 and lower
o Strong foundational skills in data analysis and manipulation
o Strong foundational skills in query writing and debugging stored procedures
o 2+ years creating and distributing reports via Microsoft SQL Server Reporting Services
o Experience in SQL Analysis Services
o Experience with SSIS is a plus
• General
o Expert knowledge in the Microsoft Office applications, especially Excel
o In depth knowledge of Windows Operating Systems, VMWare and Storage Area Networks is a plus
o Knowledge of legal-specific applications including Thomson ProLaw, Thomson Elite and Carpe Diem is a plus

Qualified candidates should submit the following three items for consideration which include: 1) a cover letter, 2) a resume and 3) salary requirements via e-mail to: itjobs@klarquist.com. No calls or inquiries please. EOE