Service Desk Team Lead-ATL Position Available In Cobb, Georgia

Service Desk Team Lead-ATL King & Spalding – 4.0

Atlanta, GA Job Details Full-time Estimated:

$74.7K – $106K a year 6 hours ago Benefits Profit sharing Health savings account Disability insurance 401(k) Flexible spending account Paid time off Life insurance Qualifications Live chat AI chatbots Six Sigma Certification ITIL Certification Management Customer service Mid-level Bachelor’s degree ITIL Mentoring Organizational skills ServiceNow IT Problem management AI Communication skills Full Job Description King & Spalding is a leading global law firm with a commitment to excellence, innovation, and the seamless delivery of legal services. We harness innovative technology and exceptional talent to meet the complex needs of our clients in a fast-paced and dynamic legal landscape. The Service Desk Team Lead is responsible for providing quality support with a high degree of leadership, customer service, technical expertise, and timeliness. In addition to regular call/email coverage for the Service Desk, rotation of on call weekday nights and weekend/holiday coverage and support is required. The Service Desk Team Leads will assist and address after hours support questions/guidance for Tier I. The team leads will provide intermediary support and guidance for all escalated tickets.

KEY RESONSIBILITIES

Efficiently manage all assigned workflows, ensuring all established standards are met, and provide support across various tasks as needed. Perform a daily ticket review for all Tier I tickets, analyze the data, and formulate recommendations to improve services. Review all complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions. Assist with the training of new hires and ongoing training of existing staff. Meet personal and team commitments and assigned deliverables. Maintain awareness of new developments in industry and processes. Continuously develop this knowledge and associated skills. Implement concepts appropriately. Maintain awareness of impact on relevant support issues on a firm-wide basis. Effectively manage customer and team expectations when communicating or assisting with workflows. Collaborate with other Firm departments and vendors as needed. Contribute to and encourage knowledge sharing to build knowledge and skills within and across teams.

QUALIFICATIONS

Bachelor’s Degree is preferred. Related experience or an equivalent combination of education and work experience monitoring technologies and processes will be considered. Knowledge of and experience with ServiceNow as a Service Desk platform is preferred. Experience with ServiceNow Virtual Agent (chatbot), Employee Portal, Knowledgebases, etc. is preferred. ServiceNow Agent Assist (agentic AI) would be a bonus.

Experienced in supporting multiple channels:

Chat, Emails, Phone, Teams, etc. Knowledge of current Incident, Event, and Problem Management methods and tools. Experience in operational IT processes design and improvement (e.g. ITIL, Six Sigma) certifications are a plus. ITIL Foundation or higher. Experience of coaching and/or mentoring staff. Knowledge and experience of best practice in customer service and/or IT service management. Previous legal or other professional services firm experience a plus. Excellent verbal and written communication skills. Excellent organizational skills with the ability to multi-task. Experience working effectively within a team and collaborating with others to achieve a goal. Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services. Sound knowledge and experience of supporting a range of IT applications, platforms and technologies. Ability to produce management information reports from ITSM systems. Experience of delivering a high level of customer service in high pressure situations.

OTHER:

Scheduled hours are Sunday through Thursday from 10:30 am to 7:00 pm ET The firm offers a generous total compensation package with bonuses and raises awarded in recognition of individual merit-based performance. All full-time Business Services employees may participate in King & Spalding’s comprehensive benefit program including health and wellness plan, life and disability insurance, flexible spending accounts and a health savings account, a 401(k) plan, profit sharing plan, and a substantial Paid Time Off (PTO) program. King & Spalding LLP (K&S) is committed to providing equal employment opportunity to all applicants and employees in full compliance with all state, federal, and local laws prohibiting discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other status protected by applicable law. We are proud of our remarkably cohesive culture, which now encompasses more than 2,500 lawyers and business professionals worldwide. We seek to attract and develop the very best talent to work with us.