The User Support Manager supports the technical needs of the Firm’s users including Partners, Associates, Administrative Staff, Clients in both our New York and London offices, as well as in client and project sites. This role oversees the Help Desk and Audio Visual functions of the Firm and consistently ensures delivery of high quality customer service and positive user experiences.
Meeting on a regular basis with department heads to ensure their needs are being met; Identifying the needs of clients through consultation with management and users through the monitoring of current systems;
Developing end user automation procedures and documentation;
Providing advice and assistance on the use of software, including the design of applications; Coordinating the installation and testing of upgraded and new software/hardware;
Overseeing the development and implementation of Help Desk Programs;
Organizing, evaluating and directing end user support;
Providing personnel management functions for the group, including developing appropriate job descriptions, hiring and maintaining competent staff, providing career development and evaluating performance;
Assigning projects and monitoring work; resolving priority conflicts;
Providing direction and support regarding the use of information systems to end-users; Investigating new uses of both current and new technology;
Establishing and maintaining effective relationships outside the Firm with vendors, consultants and appropriate information systems professional organizations; and
Performing other duties as assigned.
Bachelor’s degree in Computer Science, Business Administration or a related program of study;
5 or more years of experience in a law firm, corporate environment or professional services organization;
Operating experience in a client/server environment;
Strong analytical and problem solving skills;
Personnel management and strong communication skills;
A proven track record for establishing successful customer service initiatives;
Familiarity with current software standards within the Firm;
Ability to work well under pressure; and
Ability to work additional hours as needed.
About Cravath, Swaine & Moore LLP
Founded in 1819, Cravath, Swaine & Moore LLP is a $700 million dollar international law firm with over 1,000 lawyers and staff.
Cravath is considered one of the most prestigious law firms in the world, and we work on the most high profile, complex and largest deals and matters. If it is on the front page of the Wall Street Journal, we probably worked on it. We do big time work for a good number of the largest financial institutions and partner with them on intense security initiatives. A quick skim of our website gives you a glimpse of the scale and prestige of the type of work that we do.