Requisition Number: 2022-01-01379-0160-001
Job Title: Associate Director, Support Services
City: New York
State: NY
Shift: Monday - Friday; 9:30 AM - 5:30 PM
Hours: 35

Simpson Thacher & Bartlett LLP is one of the world’s leading international law firms. The Firm was established in 1884 and has more than 1,000 lawyers. Headquartered in New York with offices in Beijing, Brussels, Hong Kong, Houston, London, Los Angeles, Palo Alto, São Paulo, Tokyo and Washington, D.C., the Firm provides coordinated legal advice and transactional capability to clients around the globe. Cross-border finance, banking and bank regulation, mergers and acquisitions, securities issuance and regulation, project and asset based finance, real estate, asset management, joint ventures, taxation, litigation and dispute resolution are important aspects of the Firm’s practice.

Associate Director, Support Services

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Description/Job Summary

The Associate Director of Support Services is a management role responsible for managing and directing the day-to-day operations of the firm’s support services provided by the User Support department. The individual researches, analyzes support services practices with the goal of improving efficiencies and effectiveness of the department. The position holds accountability to ensure the team goals are set and met; services are provided in an efficient and effective manner, and ensures that the User Support staff utilizes appropriate procedures to quickly address reported inquires and issues. Works closely with User Support, Service Relationship Management to understand and address client needs and to elevate user experience when interacting with firm technologies and technology services.

Responsibilities/Duties

  • Collaborate with key IT teams and other business units to build partnerships and to implement and maintain a high quality support organization
  • Ensure User Support personnel are provided with the latest knowledgebase article required to assist with call handling, and are trained on the appropriate use
  • Assist with escalations and high priority issues, call tracking, and root cause analysis
  • As needed, participate in root cause analysis to help ensure outstanding issues are addressed, pervasive or system issues are highlighted and tracked, and issue resolutions are shared with the User Support team
  • Monitor and report on key performance indicators, including service level standards, to inform IT leadership on the health of the IT support organization, and otherwise work to improve end-user technology user experience and maximize technology satisfaction
  • Work with Associate Director, Service Relationship Management to address end-user complaints, review client satisfaction surveys, and develop plans to address areas for improvements
  • Educate and inform User Support team about new and updated technology services
  • Assist with budgetary preparations and forecasting activities, as needed
  • Perform other duties as assigned

Required Skills

  • 5+ years of relevant experience required
  • Ability to communicate effectively and present information verbally and in writing
  • Strong attention to detail and follow-up
  • Excellent organization and time management
  • Must be able to work collaboratively in a team environment
  • Ability to carry out instructions furnished in written, oral or diagram form
  • Ability to work under pressure and meet and exceed deadlines
  • Working knowledge of Windows operating systems, Microsoft Office productivity suite, and other key firm applications
  • Strong knowledge of computing, networking, hardware products, mobile technology, and software used in the legal industry

Required Education

  • Bachelor’s degree in Technology or Business Management, or 5+ years of relevant experience
  • ITIL foundations certification or coursework
  • ServiceNow administrator training, certification, or 3+ years equivalent experience
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Simpson Thacher & Bartlett is committed to a collegial work environment in which all individuals are treated with respect and dignity. The Firm prohibits discrimination or harassment based upon race, color, religion, gender, age, national origin, citizenship status, disability, marital or partnership status, sexual orientation, protected veteran’s status or any other legally protected status. “Gender” includes actual or perceived sex, a person’s gender identity, self-image, appearance, behavior or expression, whether or not that gender identity, self-image, appearance, behavior or expression is different from that traditionally associated with the legal sex assigned to that person at birth. This Policy pertains to every aspect of an individual’s relationship with the Firm, including but not limited to recruitment, hiring, compensation, benefits, training and development, promotion, transfer, discipline, termination, and all other privileges, terms and conditions of employment.