Senior Manager, End User Services

Technology Glendale, California Austin, Texas


Description

About LegalZoom

We believe that everyone should have access to professional legal advice. So, we’ve built a trusted and accessible technology-based platform to reduce barriers and help empower millions of people to grow their business, care for their families, protect their ideas and more. From Estate Planning, to Business Formations to IP, we’ve helped millions of customers, providing the protection and peace of mind they need. To date, we’ve grown to become the leading provider of online legal solutions for families and small businesses, and we’re committed to making our services even more valuable and easier to use than ever before. Join us!

Overview

At LegalZoom, we simply do not believe that it should cost thousands of dollars to create a will, form a business, or apply for a trademark. So we started a movement to make legal help available to all.

We’re looking for a leader who has extensive experience managing and helping to transform the Enterprise Help Desk function. Someone who has strong communication skills and compassion for the employees that use our Help Desk systems and processes. You’ll collaborate with leaders at all levels of the business to help improve LegalZoom’s on-boarding, ticket management and computer imaging process. We’re looking for someone that is a self-starter, experienced with best in class Enterprise Help Desk technologies and processes and comes prepared to help align LegalZoom’s Enterprise Help Desk team with our long-term strategies.

What you’ll do:

  • In conjunction with the Director of Information Systems, EUS and Corporate Systems, you will help to establish and evangelize our Enterprise Help Desk framework, standards, and best practices
  • Broad experience building, leading, managing and mentoring high-performance Help Desk teams located across multiple locations
  • Work across different areas of the business to understand challenges, solicit feedback, and help to understand and embrace best in class Enterprise Help Desk tools, processes and procedures
  • Strong focus on automation and the tools that will help to provide self-service capabilities to employee’s day to day challenges
  • Build a strong culture of managing and reporting to SLA’s within the Help Desk team
  • Driving relationships with software vendors that will help to identify new opportunities and capabilities that we can build on
  • Excellent communication skills that help to evangelize and promote the Help Desk function
  • Strong team management skills with the ability to drive a positive attitude and continuously motivate the team to provide a superior customer experience
  • Proactively collaborate with peers, team members, and business stakeholders across locations
  • Ensure that strategies and software tools are in regulatory and security compliance
  • Own the development and maintenance of documentation and knowledge base articles that help to provide self-service capabilities to our employees
  • Integrate our Help Desk technologies with other LegalZoom platforms so that they are accessible to employees in an efficient and effective manner
  • Experience in driving the Help Desk team culture
  • You love to build great teams and excel at identifying employees that fit the culture and have the experience needed to be successful. We’re growing quickly and need leaders that are creative in finding and hiring strong team members
  • Demonstrated experience using ITSM software suites such as ZenDesk or ServiceNow for Incident Management, Problem Management, Knowledge Management, service Level Management and Reports and Dashboards
  • Develop and maintain standard procedures and processes
  • Team management experience, including building training plans, developing annual reviews and providing employees with the direction they need to grow and succeed

Skills and Experience

  • 5+ years of Information Technology Experience
  • 2+ years managing an Enterprise Help Desk team
  • BA or BS degree in computer science, information systems or equivalent experience
  • Must be a responsive, flexible team player that is an entrepreneur and self-starter
  • Experience with Enterprise Help Desk software such as ZenDesk or ServiceNow
  • Excellent communication (both written and verbal), interpersonal skills and experience in presenting to business and technical team including executive management, in an effective and persuasive manner
  • Strong analytical and problem solving skills with attention to detail
  • Proven track record of meeting commitments while working on multiple projects at once