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Everlaw · 2 days ago
IT Support Manager
Oakland, CA
Full-time
Hybrid
Mid, Senior Level
$140K/yr - $180K/yr
5+ years exp
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Maximize your interview chancesCloud ComputingDocument Management
Hiring Manager
Julia Davis
Insider Connection @Everlaw
Responsibilities
Oversee the daily operations of the IT Help Desk, ensuring timely and high-quality resolutions while maintaining exceptional customer service standards.
Manage the help desk team by ensuring adequate service coverage, providing timely feedback and coaching, and evaluating individual and team performance.
Establish service standards and SLAs, and continuously improve operational processes and procedures to align with industry best practices.
Develop and maintain comprehensive reports on team performance, SLA adherence, and individual productivity metrics.
Actively manage help desk tickets by prioritizing, assigning, and resolving issues to ensure timely and effective support end-users.
Serve as the primary escalation point for complex technical issues and challenging customer interactions, actively contributing to their resolution.
Assist the Director of IT in setting quarterly project deliverable goals for the IT Help Desk team, and manage the team to ensure these goals are met.
Qualification
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Required
At least 5 years of experience in IT support roles and familiarity with latest IT support technologies and industry best practices
At least 1-2 years as a people manager
Strong technical acumen and passion for troubleshooting and resolving complex IT issues
Customer-centric mindset with the ability to coach and motivate team for exceptional services
Strong written and verbal communication skills to explain technical concepts clearly to non-technical customers
Incredibly organized, process- and data-driven, and detail-oriented
Authorized to work in the United States
Benefits
Equity program
401(k) retirement plan with company matching
Health, dental, and vision
Flexible Spending Accounts for health and dependent care expenses
Paid parental leave and approximately 10 days (80 hours) per year of sick leave
Seventeen paid vacation days plus 11 federal holidays
Membership to Modern Health to help employees prioritize mental health and wellness
Annual allocation for Learning & Development opportunities and applicable professional membership dues
Company-sponsored life and disability insurance
Flexible work-from-home days on Tuesdays and Fridays
Monthly home internet reimbursement
Select your preference of hardware (Mac or PC) and customize your desk setup
Enjoy a wide variety of snacks and beverages in the office
Bond over company-wide out-of-the-box events and fun activities with your team
Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
Take advantage of learning and career development opportunities
Company
Everlaw
Everlaw offers a platform for document analysis to law firms, government, and corporations.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$298.6MKey Investors
TPG GrowthCapitalGMenlo Ventures
2021-11-02Series D· $202M
2020-03-10Series C· $62M
2018-06-28Series B· $25M
Leadership Team
AJ Shankar
Founder & CEO
Scott Allen
Chief Financial Officer
Recent News
2024-05-24
2024-05-07
2024-05-05
Company data provided by crunchbase
