Technical Operations Manager
Clipboard HealthSalary not specified
- Full Time
- Senior (5 to 8 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Legal TechnologyIndustries
Requirements
The Service Desk Manager should have proven experience of managing a global service desk, a strong grasp of best practices in support operations, including service level agreements (SLAs), ticket management, and performance metrics, and the ability to adapt strategies to meet the needs of different regions. Candidates should be able to optimise ticket processing and resolution, streamline ticket triage and prioritisation, drive a high ‘right-first-time’ resolution rate, and consistently improve the speed and efficiency of ticket processing without sacrificing quality.
Responsibilities
As Service Desk Manager, the role involves overseeing service desk activities such as incident resolution, troubleshooting, and proactive customer assistance, ensuring an reliable customer experience. The responsibilities include defining and monitoring key performance indicators (KPIs), analysing performance metrics to identify bottlenecks or areas for improvement, ensuring the service desk delivers a consistently reliable and positive experience for customers, proactively addressing potential service issues, leading, mentoring, and developing the service desk team, and working closely with cross-functional teams to streamline logistics, improve operational efficiency, and enhance the overall customer journey. Continuous improvement initiatives and workflow development will also be key responsibilities.
Skills
Service Desk Management
Incident Resolution
Troubleshooting
Customer Support
Support Operations
SLAs
Ticket Management
Performance Metrics
Global Support Coordination
Team Leadership
Clio
Legal practice management software provider
About Clio
Clio provides legal practice management software that helps law firms operate more efficiently. Its two main products, Clio Grow and Clio Manage, serve different purposes: Clio Grow enhances the client intake process and engagement, while Clio Manage allows firms to organize tasks, manage cases, handle documents, and process payments in one platform. Clio caters to a diverse clientele, from solo practitioners to large firms, and operates on a subscription model, charging users monthly or annually for access to its software. The goal of Clio is to improve the efficiency of legal practices and reduce administrative burdens, ultimately supporting their growth.
Burnaby, CanadaHeadquarters
2008Year Founded
$1,279.9MTotal Funding
SERIES_FCompany Stage
LegalIndustries
1,001-5,000Employees