- The Chicago office of Kirkland & Ellis LLP is seeking a Records Compliance Manager who will be responsible for designing, implementing, monitoring, and ensuring compliance with the Firm’s records management policy, including its electronically stored information (“ESI”) (e.g., coordinating litigation holds and e-discovery efforts). This individual is also responsible for analyzing the Firm’s current records systems and processes and is expected to make recommendations on effective compliance measurement and reporting for all provisions of the Firm’s records management policy. The individual in this position works closely with Records Management and Information Technology personnel to develop and deliver records management policy compliance programs that are practical and cost-effective.
This position requires a self-motivated, creative and detail-oriented decision-maker with strong knowledge of legal and/or internal auditing process in addition to excellent verbal and written communication, analytical and project management skills. This individual is expected to independently produce and maintain records management procedures, effective compliance procedures, high quality and accurate compliance documentation and presentation materials for all levels of legal and administrative personnel. The individual must also demonstrate the ability to work in close collaboration with others, and to explain complex or technical topics to those who have no prior knowledge of records management or technologies utilized for the management of records. Demonstrated excellence in developing and delivering oral and written communication in a variety of formats and styles is required.
Candidates with an educational background from a wide variety of disciplines including legal, compliance, information management, records management, or information technology will be considered. Experience in risk management, loss prevention, e-discovery, internal compliance audits, or records management is required. Law firm experience (whether as a practitioner, senior legal assistant or records manager) and proficiency in Interwoven WorkSite 8.2 and LegalKEY is a plus. Proficiency in MS Office applications is required and working knowledge of MS Project and Visio is preferred. Aptitude and interest in information technology is a must.
Please visit our website for more details and instructions on how to apply: www.kirkland.com.
Posts Tagged ‘Jobs’
Records Compliance Manager – IL – Chicago
Friday, January 27th, 2012Records Compliance Manager – IL – Chicago
Friday, January 27th, 2012
- The Chicago office of Kirkland & Ellis LLP is seeking a Records Compliance Manager who will be responsible for designing, implementing, monitoring, and ensuring compliance with the Firm’s records management policy, including its electronically stored information (“ESI”) (e.g., coordinating litigation holds and e-discovery efforts). This individual is also responsible for analyzing the Firm’s current records systems and processes and is expected to make recommendations on effective compliance measurement and reporting for all provisions of the Firm’s records management policy. The individual in this position works closely with Records Management and Information Technology personnel to develop and deliver records management policy compliance programs that are practical and cost-effective.
This position requires a self-motivated, creative and detail-oriented decision-maker with strong knowledge of legal and/or internal auditing process in addition to excellent verbal and written communication, analytical and project management skills. This individual is expected to independently produce and maintain records management procedures, effective compliance procedures, high quality and accurate compliance documentation and presentation materials for all levels of legal and administrative personnel. The individual must also demonstrate the ability to work in close collaboration with others, and to explain complex or technical topics to those who have no prior knowledge of records management or technologies utilized for the management of records. Demonstrated excellence in developing and delivering oral and written communication in a variety of formats and styles is required.
Candidates with an educational background from a wide variety of disciplines including legal, compliance, information management, records management, or information technology will be considered. Experience in risk management, loss prevention, e-discovery, internal compliance audits, or records management is required. Law firm experience (whether as a practitioner, senior legal assistant or records manager) and proficiency in Interwoven WorkSite 8.2 and LegalKEY is a plus. Proficiency in MS Office applications is required and working knowledge of MS Project and Visio is preferred. Aptitude and interest in information technology is a must.
Please visit our website for more details and instructions on how to apply: www.kirkland.com.
This position requires a self-motivated, creative and detail-oriented decision-maker with strong knowledge of legal and/or internal auditing process in addition to excellent verbal and written communication, analytical and project management skills. This individual is expected to independently produce and maintain records management procedures, effective compliance procedures, high quality and accurate compliance documentation and presentation materials for all levels of legal and administrative personnel. The individual must also demonstrate the ability to work in close collaboration with others, and to explain complex or technical topics to those who have no prior knowledge of records management or technologies utilized for the management of records. Demonstrated excellence in developing and delivering oral and written communication in a variety of formats and styles is required.
Candidates with an educational background from a wide variety of disciplines including legal, compliance, information management, records management, or information technology will be considered. Experience in risk management, loss prevention, e-discovery, internal compliance audits, or records management is required. Law firm experience (whether as a practitioner, senior legal assistant or records manager) and proficiency in Interwoven WorkSite 8.2 and LegalKEY is a plus. Proficiency in MS Office applications is required and working knowledge of MS Project and Visio is preferred. Aptitude and interest in information technology is a must.
Please visit our website for more details and instructions on how to apply: www.kirkland.com.
Service Desk Manager – IL – Chicago
Thursday, January 26th, 2012
- 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
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