Operations Support Team Lead Jobs (NOW HIRING)

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Summary

The Accounting Operations Team Lead, working in collaboration with and in support of the firm's strategic initiatives, is a supervisory role at the Accounting Service Desk. The position builds upon the foundational knowledge and tasks of the Sr Accounting Service Desk Specialist role. The Team Lead serves as an extension of the Accounting Operations Support Manager, overseeing daily operations to ensure users receive exceptional support and service. A key responsibility is to ensure the timely prioritization of tickets in the Accounting Service Desk and Billing ticket queues and maintain team productivity. In addition, the Team Lead will assist in the process of documenting instructions to build the Accounting Service Desk knowledge base. The Team Lead will provide support to Specialist team members as needed, including training new team members. The Team Lead demonstrates a high level of expertise with service delivery, excellent communication skills, strong people skills, and the ability to manage sensitive information with discretion.
Location

This position can sit in our Los Angles, Austin, Chicago, Dallas, Houston, Minneapolis, Phoenix, San Diego, or Seattle office and offers a hybrid work schedule. The working hours for this position are 9:00 AM - 5:30 PM Pacific time.
Responsibilities

• Supervisory Duties:

  • Support Accounting Operations Support Manager with oversight of daily operations including tasks and staff.

  • Provide guidance, training, and support to team members.

  • Assist in the identification of knowledge gaps and documentation of process.

  • Assess, resolve, or refer complex accounting and billing inquiries from billers, attorneys, and clients promptly and accurately.

  • Handle advanced or other special case tasks not assigned to Accounting Service Desk team.

  • Flexibility to cover early or late shift due to staff absence, or month end close.
    

• Communication: Maintain clear and professional communication with all stakeholders, including the Accounting Service Desk Team. Ensure timely updates with accurate information regarding accounts, billing, and financial inquiries. Proactively provide information and remain available to promptly address any questions.
  

• Documentation: Accurately document all actions, questions, and resolutions in ServiceNow ticket system and email correspondence.
  

• Problem-Solving: Identify and resolve issues utilizing available information, expertise, and other resources. Refer out of scope issues to correct resolver group. Research next steps when necessary to ensure the requestor is provided with excellent service and supported throughout the ticket handling process.
  

• Compliance: Ensure all accounting practices comply with the firm's policies and relevant legal regulations. Use techniques that guarantee tasks are done correctly and quickly with few mistakes.
  

• Training and Support: Provide training and support to the Accounting Service Desk Team, as well as the Accounting and Billing organization when the need arises. This includes training for new team members during the onboard process. Requirement to learn ServiceNow report and dashboard functionality.
  

• Knowledge Base: Identify and document knowledge gaps to support the Accounting Service Desk' knowledge base. Requirement to learn ServiceNow knowledge management functionality.
  

• Continuous Improvement: Maintain expertise and increase knowledge by utilizing opportunities to address both personal and operational knowledge gaps through learning and documentation. This extends to identification of training needs for Accounting Specialist staff. Pursue and maintain knowledge of accounting software and tools to improve mastery of subject, as well as execution and timeliness of assigned tasks.
  

• Customer Service: Maintain a high level of professionalism in all interactions, treating clients with respect and courtesy while managing sensitive financial information with the utmost confidentiality.
  

• Build Trust: Establish and maintain trust through transparency, reliability, and consistent delivery of high-quality service. Communicate processes clearly, adhere to deadlines, and identify opportunities to improve the user experience with the Accounting Service Desk. This applies to communications with the Accounting Specialist staff.
  

Desired Skills

Previous supervisory experience preferred. Strong analytical and problem-solving abilities. Excellent verbal and written communication skills. Proficiency in accounting software including: Aderant, ChromeRiver, and Kofax. Experience with ServiceNow ticketing system. Competence in Microsoft Office Suite. Excel proficiency, including filters and pivoted tables. Word proficiency, including use of headers, footers, and numbering.

Ability to manage sensitive information with discretion. Strong organizational skills and attention to detail. Preferred qualifications include experience with legal billing software and knowledge of legal accounting practices and regulations.
Minimum Education

• High School Diploma or GED.
  

Preferred Education

• Bachelor's degree in Business Administration, Accounting, Finance, or related field.
  

Minimum Years of Experience

• 5 years' experience in an accounting or billing role, preferably within a law firm.

Essential Job Expectations

While the specific job requirements of a DLA Piper position may vary depending upon scope of the job and area of specialty, there are certain universal requirements that are expected of all DLA Piper employees, which include but are not limited to:

• Effectively communicate, verbally and in writing, with clients, lawyers, business professionals, and third parties.

• Produce deliverables, answer phone calls, and reply to correspondence in an efficient and responsive manner.

• Provide timely, accurate, and quality work product.

• Successfully meet deadlines, expectations, and perform work duties as required.

• Foster positive work relationships.

• Comply with all firm policies and practices.

• Engage in both physical and sedentary activity, such as (a) working at a computer for extended periods of time, including on-screen reading and typing; (b) participating in digital/virtual conference calls; (c) participating in meetings as needed.

• Ability to work under pressure and manage competing demands in a fast-paced environment.

• Perform all other duties, tasks or projects as assigned.
  

Our employees are expected to embrace and uphold our firm values as a part of our DLA Piper culture. We are committed to excellence in how we represent our clients and develop our people.
Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Work Environment

The individual selected for this position may have the opportunity for a hybrid work arrangement comprised of remote and in-office work, the requirement for which will be determined in coordination with the hiring manager or supervisor and may be modified in the firm's discretion in the future.
Disclaimer

The purpose of this job description is to provide a concise statement of the work elements and to organize and present the information in a standardized way. It is not intended to describe all the elements of the work that may be performed by every individual in this classification, nor should it serve as the sole criteria for personnel decisions and actions. The job duties, requirements, and expectations for this position may be modified at the Firm's discretion at any time. This job description does not change the at-will nature of employment.

Application Process

Applicants must apply directly online instead of sending application materials via email.

Accommodation

Reasonable accommodations may be made upon request to permit individuals with a disability to perform the essential functions and responsibilities of the position or to participate in the job selection process. If you have a request for an accommodation during the application process, please contact careers@us.dlapiper.com.

Agency applications will not be considered.

No immigration sponsorship is available for this position.
The firm's expected hiring range for this position is $89,991 - $100,000 per year depending on the candidate's geographic market location.

The compensation offered for employment will also be dependent on other factors including the candidate's experience, skills, educational and professional background, and overall qualifications. We offer a comprehensive package of benefits including medical/dental/vision insurance, and 401(k).

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DLA Piper is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Job applicant poster viewing center.