LegalZoom: Senior Manager, End User Services

About LegalZoomWe 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!OverviewAt 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 practicesBroad experience building, leading, managing and mentoring high-performance Help Desk teams located across multiple locationsWork 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 proceduresStrong focus on automation and the tools that will help to provide self-service capabilities to employee’s day to day challengesBuild a strong culture of managing and reporting to SLA’s within the Help Desk teamDriving relationships with software vendors that will help to identify new opportunities and capabilities that we can build onExcellent communication skills that help to evangelize and promote the Help Desk functionStrong team management skills with the ability to drive a positive attitude and continuously motivate the team to provide a superior customer experienceProactively collaborate with peers, team members, and business stakeholders across locationsEnsure that strategies and software tools are in regulatory and security complianceOwn the development and maintenance of documentation and knowledge base articles that help to provide self-service capabilities to our employeesIntegrate our Help Desk technologies with other LegalZoom platforms so that they are accessible to employees in an efficient and effective mannerExperience in driving the Help Desk team cultureYou 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 membersDemonstrated experience using ITSM software suites such as ZenDesk or ServiceNow for Incident Management, Problem Management, Knowledge Management, service Level Management and Reports and DashboardsDevelop and maintain standard procedures and processesTeam management experience, including building training plans, developing annual reviews and providing employees with the direction they need to grow and succeedSkills and Experience5+ years of Information Technology Experience2+ years managing an Enterprise Help Desk teamBA or BS degree in computer science, information systems or equivalent experienceMust be a responsive, flexible team player that is an entrepreneur and self-starterExperience with Enterprise Help Desk software such as ZenDesk or ServiceNowExcellent communication (both written and verbal), interpersonal skills and experience in presenting to business and technical team including executive management, in an effective and persuasive mannerStrong analytical and problem solving skills with attention to detailProven track record of meeting commitments while working on multiple projects at once