The Customer Service Manager's role is to oversee a team of Global Service Specialists and ensure that end users are receiving appropriate assistance. This includes the managing all procedures related to identification, prioritization, and resolution of tickets, and ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Manager will handle escalated problems and contribute to IT projects when necessary.

Work Schedule: 4:30pm - 1:30am (Central Time), Monday - Friday.

Key Responsibilities

Embody Global IT Leadership Guiding Principles

As part of a larger leadership team that works collaboratively to deliver results that support the firm's strategic plan and its clients, a manager will:

1. Model behaviors consistent with Clyde & Co.'s larger culture and the IT Guiding Principles.
2. Engage with the business in a thoughtful, professional manner at all times - be a brand ambassador for IT's capabilities, services, and principles.
3. Be accountable for results of their team and of the global IT organization to make the whole better.
4. Actively contribute as a part of a single cohesive IT team - engage with positive intentions, value all roles, and work collaboratively with their team and across teams towards a common connected purpose.
5. Actively support the leadership team and its direction (verbally and in written form) and be a genuine advocate for IT and leadership strategies and goals.
6. Exercise a "progress versus perfection" focus, with a mindset toward delivery and meeting client and customer needs proactively.
• Set near-term goals that collectively deliver on our customers' success
• Celebrate wins along the way
7. Appreciate, exhibit, and model productive candor.
8. Accept full accountability without blame.
9. Be approachable.
10. Exercise composure and use professional versus personally focused dialogue.
11. Be innovative, adaptable, and set high standards for their team and self.
12. Take smart, calculated risks to accelerate achievement of the IT strategic plan, while managing and communicating overall risk to the firm and IT.
13. Follow through on commitments (team and individual).
14. Understand and embrace the need to assess and continuously improve to address the firm's evolving needs.

Leadership and Planning

• Hire, develop and retain quality staff through effective coaching, mentoring, career development, and performance management.
• Establish and maintain a positive culture to ensure an engaged, satisfied, and high performing team
• Evaluate staffing levels and skills and manage the team to meet an appropriate balance of cost goals and high-quality customer service.
• Be an advocate for the Customer Service team, including communicating results and achievements

Operational Management

• Manage the processing of incoming tickets via remote channels (such as telephone, email, chat) to ensure courteous, timely and effective resolution of end user issues.
• Develop and enforce ticket handling and escalation policies and procedures.
• Track and analyze KPIs and ticket trends.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Work with the GSL and training teams to identify, recommend, develop, and implement end user training programs to increase self-sufficiency.
• Oversee development and communication of help sheets, usage guides and FAQs for end users.
• Oversee the development, implementation and administration of service desk staff training procedures and policies.
• Train, coach, and mentor new and existing staff.
• Ensure successful resolution of escalated problems.
• Attend Change Advisor Board (CAB) meetings where required.
• Maintain knowledge of industry trends and technologies

Required Skills

• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Ability to conduct research into technical issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Required Experience

• Proven experience in directly managing a customer service team, ideally within a law firm or professional services company. During this professional experience, should have developed a reputation for being:
• Respected as a leader
• Influential in the organization and a team player
• Highly supportive of business needs
• Able to manage customer/client expectations against realities of capacity, skillset, and technology
• Effective at driving short-term actions that are consistent with long-term goals
• Able to motivate team members using coaching and objectives
• Experience in successfully working with a global team and end users
• Experience with ticket management and call center technologies
• Experience with typical customer service KPIs
• Degree in Computer Science or related degree is preferred

Clyde & Co shifted to virtual work for the majority of our lawyers and business services team with the global outbreak of Covid-19. This precaution was taken to help protect our people, clients and communities. It is likely that this role will start virtually while the firm continues to evaluate the situation.

Clyde & Co US LLP is committed to protecting the health and well-being of our employees and partners, their families, and members of our community against COVID-19. Accordingly, we require all partners and employees based in the United States to be fully vaccinated against COVID-19 to enter the Firm's office, unless they have been granted a reasonable accommodation based on documented medical or religious grounds. Offers of employment will be conditioned upon applicants presenting proof of full COVID-19 vaccination unless exempted by the firm based on medical or religious grounds.

-Principals Only-

We offer a rewarding work environment that supports professional growth and opportunities. We value diversity in our work place and it is the policy of the Firm to recruit, hire, promote, reassign, compensate and train highly qualified persons without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin, age, disability or any other basis protected by applicable law.

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