FIRM INTRODUCTION:

 

Reed Smith is a top-20 global relationship law firm with more than 1,300 lawyers in 20 offices
throughout the United States, the United Kingdom, Europe and the Middle East. Founded in 1877,
the firm represents leading international businesses from Fortune 100 corporations to
mid-market and emerging enterprises. Its attorneys provide litigation services in
multi-jurisdictional matters and other high stake disputes, deliver regulatory counsel, and
execute the full range of strategic domestic and cross-border transactions. Reed Smith is a
preeminent advisor to industries including financial services, life sciences, health care,
advertising and media, shipping, international trade and commodities, real estate, and
education. For more information, visit reedsmith.com.

 

POSITION SUMMARY:

 

Under the direction of the Firmwide Manager of Operations, this position is responsible for the
overall System Operations and Support functions in office(s) of responsibility.  This includes
supervising the System Administrators and Deskside Support Specialists, overseeing day-to-day
operations, ensuring the completion of necessary recordkeeping, submitting reports as
necessary, and guaranteeing adequate levels of support to users and peers.  In addition, this
position assists the Firmwide Manager of Operations with special projects, research, and
improvement initiatives, coordinating with supervisors, managers, and business managers as
necessary.

 

ESSENTIAL FUNCTIONS:


Oversee day-to-day operations of the Support and Operations functions, including, but not
limited to:  managing coverage schedules; ensuring maintenance of call database and other
recordkeeping requirements; coordinating efficient computer systems operations (system
back-ups, administration, etc); providing direction with regard to troubleshooting applications
and operations. 
Ensure that the highest level of customer service is provided to users in regards to support,
and system administration/operations.
Supervise the System Administrators and Deskside Support Specialists, including:  monitoring
performance and attendance; problem solving; oversight of day-to-day activities; ensuring
travel duties are distributed equitably; and ongoing development/training.
Oversee in-house training (walk-about) to ensure effective user-focused training is provided
regularly and accordingly.  Review training feedback forms to identify problem areas and
appropriate corrective measures.  
Provide technical support, directly and through System Administrators and Deskside Support
Specialists, to users, including installing, configuring, and maintaining hardware and software
to accommodate user needs.  Provide assistance in troubleshooting computer hardware, software,
networking, and data communication technologies.
Ensure proper notification to users for all systems problems and events, including scheduled
and unscheduled downtime.  Prepare user notices, bulletins, and newsletters.  Ensure that the
Firmwide Manager of Operations and/or other management personnel are notified of important
issues or unusual circumstances.
Maintain extensive knowledge of all firm operating systems and applications in order to assist
in the planning, testing and implementation of various software systems and other initiatives
and to evaluate the users' needs.
Assist in the testing of application upgrades and new applications prior to deployment.
Regularly confer with colleagues to ensure consistency of services provided, efficient pooling
of resources, avoidance of working at cross-purposes, and opportunities for information sharing
and brainstorming.
Assist in developing, monitoring, and managing the automation of the help desk/telephone
support function.  Identify issues and make recommendations to the Firmwide Manager of 
Operations in this regard.
Oversee the maintenance of hardware and software inventory and computer room equipment to
ensure systems and applications availability.
Maintain and occasionally identify server-based application updates (less operating system) to
include, but not limited to, virus protection software.
Provide direct support to users as necessary or otherwise appropriate.
Coordinate special projects relating to acquisitions, office and department moves, software and
hardware deployment, and special training initiatives.
Organize and participate in secretarial and management meetings to gather feedback on the
applications in place to determine how S&T can best meet user needs and evaluate the level of
customer service being provided.
Interact with appropriate S&T and Human Resource staff regarding areas of employee selection,
assimilation, development, performance management, and retention.
Foster an environment of collaboration, personal investment, accountability, and knowledge
sharing. Ensure the ongoing development of Support and Operations personnel and encourage
continuing education and expansion of industry knowledge among personnel
Maintain a neat, organized, clean, and safe work environment.
All other duties as assigned.
May volunteer or be selected to serve on special committees, work groups, project teams, or
escalation teams related to various firmwide S&T initiatives.  Initiatives may be specific
one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing
activities.
 

REQUIREMENTS:

 

Education:     

 

Bachelor's Degree in IT discipline or related discipline or equivalent experience.  Additional
training/certification in relevant technologies preferred.

 

Experience:    

 

Five years experience in a Support and Operations function; supervisory experience required. 
Experience in law firm or other service environment a plus.

 

Skills:             

 

Extensive knowledge of PCs, MS Office Suite, and operating systems (Windows 2000, 2003, and
XP).  Well developed interpersonal skills and ability to interact with all organizational
levels as well as vendors and others outside the firm.  Possess a customer focus and a track
record of providing the highest level of customer service.  Able to effectively manage multiple
priorities and adapt to constantly changing priorities.  Strong organization, communication,
leadership, problem solving, and presentation skills.  Demonstrated initiative in project
management.  Understanding and serving others are important attributes in this position. 
Ability to develop and motivate people and create a positive team environment.  Able to manage
people, time, and resources to accomplish goals.

 

OTHER:

 

Supervisory Responsibilities:            

 

Supervise System Administrators and Applications Training/Support Specialists in office(s) of
responsibility.

 

Equipment to be Used:          

 

Personal computer and other office equipment such as telephone, typewriter, calculator, fax
machine, duplicating machine and so on.

 

Typical Physical Demands:   

 

Requires manual dexterity sufficient to operate standard office machines such as computers, fax
machines, calculators, telephones and other office equipment.

 

Typical Mental Demands:     

 

Able to deal with stress associated with fast-paced work environment.  Multiple
priorities/tasks.  Make judgment decisions and adapt to changing work situations.  Grasp and
apply new ideas.  Communicate with various personalities at all levels.

 

Working Conditions: 

 

Works in a typical office setting.  Regular travel to other regional offices may be required. 
Carry a pager at all times, on and off hours.  Frequently called upon to work in excess of 40
hours per week. 

 

Reed Smith offers a challenging work environment, business casual dress code and a total
compensation package that includes a competitive salary, flexible benefits program, tuition
assistance, and generous 401(k) plan.  

 

Qualified candidates only.  No search firms.  EOE

 

Submit resume and salary requirement to the contact listed below. 

 
 
 
 
 
 

 
Contact: 
 
 
Company: ReedSmith LLP 
Contact: Leslie Cunningham 
Email: [email protected] 
Phone: no phone calls 
Fax: 412.288.3063 
Reference Code: CHI-SS-11-07