The Research Services Manager is a full-time, hybrid position within the Library & Research Services Department (L&RS), responsible for overseeing all aspects of research service delivery to 1,100+ Troutman Pepper lawyers and staff. The primary responsibility of this role is the virtual management and mentoring of our national Research Services Team, working cooperatively through a centralized research request tracking platform. This position requires working on-site a minimum of 3 days/week in one of our larger offices (Atlanta, New York, Philadelphia or San Francisco.)
Essential Duties and Responsibilities:
Work collaboratively with other teams in the L&RS Department, including our Practice Liaison and Systems & Operations teams, in support of the department’s mission and goals.
Effectively lead and communicate, delivering high-quality research solutions with exemplary customer service.
Administer staffing and scheduling needs of the Research Services Team; establish performance goals, conduct performance reviews, and hold regular development conversations with team members.
Monitor and administer research request assignments received through Quest, our research request tracking system; supervise complex research assignments; provide resource and research strategy recommendations; perform quality control oversight of work product, ensuring consistency in responses and timeliness of service delivery.
Collaborate with L&RS management team to develop and implement best practices throughout the department.
Remain current on technological enhancements that contribute toward providing sophisticated library and research services; participate in testing, evaluating, and selecting new research tools and advise on the cancellation or reduction of existing tools; offer consistent training and updates to the team on new product developments and enhancements.
Ability to self-manage and work independently in a hybrid, and in-office setting.
Ability to work effectively both independently and with teams to promote consistent and efficient workflow processes.
Participate in professional associations, actively engage in professional programs and events and encourage participation by Research Services Team.
Foster collaboration and teamwork among Research Services team, across other L&RS teams, and throughout the firm; participate in L&RS Management meetings; contribute to the marketing, growth and development and reputation of the department.
Promote and uphold the highest professional and customer service standards.
Knowledge, Skills, and Abilities:
Previous experience mentoring, coaching, and leading a team in a virtual environment.
Excellent project planning and implementation skills on complex research assignments.
Advanced knowledge and proficiency with all major legal research platforms.
Proficiency and experience with the administration of research request tracking systems.
Outstanding communication, customer service and team-building skills, with the ability to interact across all personnel levels in a large law firm environment.
Education and/or Experience:
Master of Library Science Degree from an ALA-accredited program.
Minimum of eight (8) years of experience as a research librarian in a large-law environment, with at least three (3 years of experience in a supervisory or management role.
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