Deskside Administrator Deputy Manager overseeing deskside support operations for classified networks. Leading a technical support team to ensure operational excellence and SLA compliance.
About the role
- Sr. Manager Billing Administration at DLA Piper managing e-Billing and Billing Operations Support. Ensure service levels are met while leading a diverse team within a hybrid work environment.
Responsibilities
- Manages the performance of a consolidated Legal Billing Administrative Team responsible for areas such as e-Billing, Accounting Service Desk, Matter Creation, Rates Administration, and various Operations Support teams/processes to meet and exceed service delivery standards of a large dynamic legal billing department.
- Responsible for evaluating individual performance throughout the year and preparing annual performance evaluations.
- Ensures first-level support for all clients is timely, accurate, and complete.
- Reviews, aggregates, and communicates relevant, critical service trending data to Billing leadership to assist with overall billing effectiveness.
- Responsible for ensuring the team meets or exceeds performance standards and metrics.
- Creates an environment of continual process improvement.
- Evaluates, plans, and implements improvements in business processes and practices.
- Regularly communicates with and solicits feedback from all Billing teams to continually refine and improve performance.
- Proactively identifies automation opportunities and technology improvements to billing tools; prioritizes efforts and drives improvement tasks to completion.
- Executes process improvement solutions to billing problems, using data analysis and optimization tools to support strategic process improvement plans.
- Establishes and enforces support policies, including service level agreements, escalation processes, ticket handling, and customer satisfaction monitoring and measurement.
- Works closely with e-Billing staff on new client e-billing set-up.
- Reviews new entries for accuracy and ensures all relevant data has been entered.
- Ensures billing rates are entered correctly. Monitors for accuracy and updates.
- Leads a variety of different projects.
- Develops plans, schedules, and resources aimed at expanding service delivery, including the development of new technology.
- Serves as subject matter expert to internal and external cross-functional teams including accounting, billing, and information technology.
- Analyzes business processes and analyzes process flows based on analyses to ensure that the most effective processes are in place.
- Develops effective processes flows to ensure the most effective processes are in place.
- Continually researches and remains current on best practices.
- Identifies, documents, and communicates system and procedural issues across departments.
- Liaises with leads in other departments to develop best practices and implement solutions.
- Works closely with 3rd party vendors on resolution of technical or system issues.
- Confirms systems are working properly and that issues have been resolved.
- Facilitates regular communication of Service Desk results and trends to the Billing department.
- Manages and monitors requests coming into billing support teams such as a Finance / Billing Service Desk, various other administrative team, and e-Billing processes.
- Addresses escalated and complex issues independently. Facilitates resolution with appropriate resources.
Requirements
- Two plus years' experience managing second tier managers supporting administration and service staff in a high-traffic, first level contact Legal Billing Customer Service setting.
- Must have experience working with, establishing standards for, and managing a networked tracking system to create, manage, report on and resolve call tickets and escalate support requests.
- In-depth understanding of Service Desk operations and using telephone and email support techniques particularly in the area of assisting users with immediate response requirements.
- Working knowledge of Financial Systems, specifically familiarity with invoice creation and electronic invoicing in legal systems such as Elite or Aderant.
- Must have strong proficiency in Microsoft Office.
- Strong communication and interpersonal skills required to interact with staff and timekeepers.
- Must be a strategic, creative and innovative thinker.
- Must be team-oriented and have ability to work effectively and collaboratively in a fast-paced environment which may require long hours to meet workload needs.
- Must have strong attention to detail.
- Ability to troubleshoot and resolve complex problems required.
- Must have proven analytical skills.
- Has ability to work independently and is able to take direction well.
- Has ability to lead and manage a diverse team and provide training and guidance to ensure consistent application of billing procedures across the team.
- Must exercise sound judgment and decision-making skills.
Benefits
- medical/dental/vision insurance
- 401(k)
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