Research Services Manager - Troutman Pepper - Multiple Locations (Hybrid)

  • 7 Feb 2023 10:31 AM
    Message # 13088046
    Anonymous member (Administrator)



    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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