• Lead and motivate shared services resources on a 24x7 Document Services team, supporting 46 offices on 5 continents • Focus on metrics and data analysis to develop a cycle of continuous improvement of processes and customer satisfaction• Collaborate with key stakeholders to align our service catalog with developing needs• Facilitate ongoing efforts to streamline resources for extra capacity and increased utilization • Recruit, develop, and retain talent • Lead team to an increase in quality rates • Plan ongoing budgetary needs for the department• Maintain key relationships with internal customers including lawyers and allied professionals, Directors of Administration, and other internal departments such as client growth, professional development, data governance• Experienced in business, industry, and legal research• Experience in searching databases• Experience in working with internal groups such as business development, marketing and professional development• Strong presentation skills to various levels of professionals• Strong analytical skills• Strong organizational and communication skills• Strong customer service background• Strong volunteer background