Accounting Operations Team Lead - Pacific Time

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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 Service Now 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 Service Now report and dashboard functionality.

* Knowledge Base:
Identify and document knowledge gaps to support the Accounting Service Desk' knowledge base. Requirement to learn Service Now 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, Chrome River, and Kofax.

Experience with Service Now ticketing system. Competence in Microsoft Office Suite. Excel proficiency, including filters and pivoted tables. Word proficiency, including use of…