Seyfarth Shaw LLP · 20 hours ago
User Support Manager
Atlanta, GA
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expSeyfarth Shaw LLP is a leading law firm that values its people and invests in their professional development. The User Support Manager will lead the Service Desk, ensuring effective communication and support for the firm's attorneys and staff, while also managing performance and enhancing client service delivery.
ConsultingLegal
Responsibilities
Intervene and/or troubleshoot unique customer situations as needed
Monitor individual and group performance and reports service levels to all levels of management
Acquire, maintain, and provide a forum for competent knowledge of supported applications
Develop and participate in team or departmental projects or programs that enhance the quality of client service delivery
Work closely with Human Resources, other TSG teams, and any relevant parties to modify policies and procedures as needed
Monitor support activities and informs all appropriate parties of any perceived trends, positive or negative, in calls being received and/or solutions being employed or desired by the client community
Monitor the quality of Service Desk services performed as well as the adherence to organizational guidelines, policies and procedures through both qualitative and quantitative metrics
Monitor need for and secures approval for employee technical training, technical coaching, and/or technical mentoring
Invite, secure, tally, and respond to feedback regarding team performance from the client community. When needed, reach across the TSG organization to ensure feedback is utilized as positive change drivers
Provide client reports on Service Desk, local office support, and asset metrics
Ensure the integrity and usability of the department ITSM software and call center voice system
Research and test new technology to ensure support teams readiness
Plan and participate in presentations to management and/or staff
Update and maintain Operational Manuals
Manage various vendor services and agreements
Where appropriate, act as liaison between attorneys and TSG personnel to ensure incidents are addressed, and root causes are resolved
Participate in various Firm-wide projects including but not limited to the deployment of hardware, inventory activities, and various TSG deployment initiatives
Ensure the appropriate and accurate documentation of issues using the firm’s ITSM software
Manage Firm assets in conjunction with the Technology Asset Management (TAM) team to ensure overall compliancy. This includes, but is not limited to the ongoing accurate physical tracking of laptops, desktops, and loaner equipment on an ongoing basis
Participate as lead on the communications management team creating and authorizing communications to the client community
Travel to other Seyfarth offices as needed based on individual project and operational requirements
Work as needed beyond normal hours of business to support problem management or projects
Qualification
Required
Bachelor's degree required
Minimum 10 years of IT support experience in a professional environment with a minimum of five years' supervisory/management experience
Detailed experience in client service delivery best practices, support models, as well as a customer-centric support environment
Deep experience in troubleshooting standardized hardware, software, as well as mobile devices from a technical perspective
Ability to adapt leadership style to various working styles, personalities, and skill sets
Willingness to be flexible, especially in the following areas: overtime, offering suggestions and working in a team to resolve problems, performing tasks not specifically identified in the job description, and assuming responsibilities as the needs of the department evolve
Strong leadership skills that inspires and motivates team members and those they support. Positive, proactive and has the courage to accept difficult relationship scenarios and regularly negotiates win-win solution for all involved
Ability to affect change within sphere of influence. Frequently leads development of new improvements
Ability to provide direction and resolution in high-pressure circumstances
Company
Seyfarth Shaw LLP
High stakes. High volume. High impact.
1001-5000 employees
H1B Sponsorship
Seyfarth Shaw LLP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (1)
2022 (2)
2021 (2)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Paul Pryzant
Partner
Recent News
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2026-01-06
2026-01-05
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