Assistant Manager

Key Responsibilities

As an Assistant Manager in Client Services Management you will play a key role in supporting the delivery of high-quality client services. You will work closely with internal teams and clients to ensure smooth operations resolve issues and contribute to continuous improvement initiatives. This role requires strong communication problem-solving and organizational skills.

• Provide deskside and Tech Hub/Concierge-style IT support services to the Hyderabad region with occasional travel to Delhi office as needed.
• Interface with other support teams regionally and globally.
• Develop an understanding of how lawyers and business professionals work to offer effective technical solutions.
• Deliver high-quality face-to-face support and act in a consultative manner with users.
• Troubleshoot and support core technology tools (Windows OS Outlook Office 365 cloud applications) and legal technology applications (e.g. Workshare Transact Kira).
• Participate in an on-call rotation for after-hours support.
• Provide telephone and deskside technology support including concierge-style support via the Tech Hub
• Adhere to professional standards and ITIL methodology to ensure consistency in IT support.
• Act as a power user of core IT technology and legal technology applications.
• Support and maintain Audio/Visual systems.
• Analyse user issues and requirements responding based on workflows and departmental needs.
• Assist in solving recurring technical issues and escalate problems as needed.
• Liaise with other support levels and application support teams to identify and reduce recurring problems.
• Gather and document user feedback to assist in problem-solving and future product changes.
• Share knowledge and experiences with the team to enable scalable support.
• Assist in coordinating events workshops and demos for core applications and legal technology tools.
• Stay informed of IT trends and advanced technologies (AI Analytics Blockchain).
• Contribute product feedback to central product management teams.
• Awareness of emerging technologies such as Artificial Intelligence (AI) and Blockchain with the ability to understand their impact on client services and suggest innovative solutions.

Qualifications :

Key Requirements

Skills:

• Exceptional interpersonal skills with a focus on exceptional client service rapport-building listening and questioning.
• Exceptional interpersonal skills with a focus on exceptional client service rapport-building listening and questioning.
• Ability to work with users in a consultative manner; giving professional advice and recommendations. Having in-depth conversations with clients to better understand their goals and requirements.
• Excellent customer service skills.
• Pro-active; can recognize other issues a user may have and identifying them before the user is aware or reports the issue
• Eager to learn the latest technology and trends
• Comfortable advising without all the details; dealing with the unknown; knowing the right questions to ask; knowing where to find the answers and managing customer expectations
• Ability to work under pressure and prioritize competing demands to meet deadlines
• Strategic thinker and problem-solver
• Comfortable working in a fast-paced and changing environment
• Excellent oral and written communication skills
• Proficiency in core MS Office tools Office 365 cloud-based applications Share Point iManage Smartphone/Tablet and Legal Technology tools
• Thorough understanding of networking DNS DHCP WAN/LAN topologies infrastructure-critical environments and BYOD technologies.
• Proficient in hardware provisioning and asset management.
• Monitor and support server room systems including Integrated Building Management System devices servers networks storage SD-WAN/Internet lines telephony links etc in accordance with established processes and guidelines.
• Comfortable in handling on-call technical support according to the assigned roster during non-business hours

Experience:

• Strong background in Technology Support & System Administration (8 years).
• Technical experience; this includes support experience with a Document Management System (DMS e.g. iManage) document formatting tools collaboration tools as well as other legal applications
• Support desk experience or any other experience in the IT industry is preferred

Qualifications:

• Bachelors or Masters degree in IT or related field.
• ITIL Foundation or above desirable.
• MOS and MCSE certifications desirable. 

Additional Information :

Equal Opportunities

At Clifford Chance we forge an inclusive culture where diverse perspectives are recognised and valued. Its a culture where everyone has equal access to opportunities to thrive and succeed. We are guided by our values-based Code which sets high standards of conduct and has a principle focused on being inclusive.

We comply with the law and regulations in every location where we operate and we are committed to delivering fair and equal access to all applicants and employees irrespective of background. This applies across all aspects of employment from recruitment and selection to development progression and day-to-day working life.  

Our global network of affinity faith and support groups are open to all. These communities help to create an environment where everyone at the firm can feel they belong and can reach their full potential.

Find out more about our inclusive culture here

Remote Work :

No

Employment Type :

Full-time