Work in Washington Veterans Jobs

Job Description: At Perkins Coie, we look for self-motivated individuals, dedicated to providing value and superior service and who have a high degree of integrity and enthusiasm for their work. We have created a company culture based on collaboration, devotion to serving our clients, and mutual respect. Perkins Coie is committed to advancing both within the firm and throughout our collective communities. Work with one of the and receive great health insurance, tuition reimbursement, and paid sabbaticals. GENERAL PURPOSE Manage the Technology Service Analysts for assigned Region who process and resolve incoming user support issues and questions; trains staff, performs administration and maintenance duties for the Firm's systems infrastructure; installs, moves, changes, and removes hardware and software within the local offices; and provides project, conference, and other support. ESSENTIAL FUNCTIONS These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation. Leadership The Regional Manager is responsible for establishing and maintaining positive working relationships with users, Office Business Directors, and peers. They will also serve as a liaison to other organizations within the Technology Department. The Manager will motivate, mentor, and coach employees to perform the required work and continually build their skills. Supervisory/Organizational The manager will be responsible for daily administrative oversight of the Technology Service Analysts assigned to their region. This includes approving time, leave requests, and overseeing staff during all daily interactions, and adjusting workflow as necessary. The Manager will be responsible for hiring, managing, and developing all staff. This includes overseeing daily operations & review of staff work, preparing, and delivering annual performance reviews for all employees, and effectively utilizing Firm resources to react to any needed employee personnel issues or actions. Works with the Technology Services Manager and other Regional Managers in evaluating work plans, policies and procedures, and broad organizational goals to build an environment of continual service improvement. Manager will also suggest improvements and collaborate with others to generate ideas and improve processes. Coordinates with other Managers to balance the workload across the firm. Review metrics for the teams and conduct qualitative ticket reviews to ensure quality service and accurate information is provided to users. End-user Support Perform advanced troubleshooting and research issues when required. Ensure incidents are prioritized properly by their teams, status is provided, and incident resolution is communicated to users. Track issues and document troubleshooting efforts using the ticketing system. Escalate issues as appropriate and ensure ticket queues are managed and monitored appropriately. Training Identify gaps in experience for individual team members. Coordinate or conduct training on advanced troubleshooting for existing staff. Train and support new staff so they can conduct basic troubleshooting, login issues, and assist end users. Identify and create training materials for team members and ensure all team members are well-versed in finding critical information. Documentation Ensure user requests and issues are clearly documented. When necessary, create written documentation for hardware and software installations or other technical matters. Create and maintain all relevant documents for the Manager's teams, including region-specific documentation as well as team-specific processes/procedures. Participate in the growth and care of the department's Knowledge Base. Regional Office Support The Regional Manager will also be situated within one of