Information Technology Support Manager

Job Description:

Responsibilities:

• Manage the systems support team, ensuring a standard quality of work and responsiveness.

• Provide coaching and enrichment to the systems support team to improve the collective service standard.

• Coordinate deployments of new systems, tools, and equipment.

• Provide escalated systems support, including desktop and service troubleshooting.

• Monitor and manage ticketing system, keeping support staff accountable for issue completion.

• Report directly to the Chief Technology Officer to provide feedback on strategic planning, develop refresh roadmaps and identify immediate needs to support the Firm’s work.

• Work directly with the Director of Information Security and Chief Technology Officer to develop new systems, improve upon existing services.

• Manage the tracking and health of technology assets.

• Enforce internal information technology and cybersecurity policies with the support of the Director of Information Security and Chief Technology Officer.

• Lead new hire technology orientations.

• Maintain end user documentation and internal runbooks for consistent and effective service delivery.

Job Requirements:

Qualifications:

Education and Experience: You have a minimum of five (5) years of relevant experience in the technology service delivery field, with at least two (2) years of experience in a formal or informal leadership role among a technology service delivery team. Help desk, managed service provider, and mixed role experience considered. Individuals with past experience in a senior but non-managerial role are welcome to apply.

Knowledge and Skills: You have an exceptional working knowledge of Microsoft Office, Acrobat, M365, Azure AD, Windows 10, and iOS. Knowledge of litigation technology tools, DMS and endpoint protection a plus but not required. Strong troubleshooting abilities, effectively narrowing possibilities until an issue origin is identified.

Ownership, Initiative, Clear Communication, and Teamwork: You are comfortable in a leadership role, providing support to others and equipped to complete and demonstrate tasks to improve team competencies. You take ownership of your projects and follow through on their completion. You proactively anticipate, communicate, and work to independently resolve obstacles you encounter in your work. You express yourself clearly and concisely, highlighting the most important information. You proactively communicate the status of your work and share updates with colleagues when necessary.

Organization, Project Management, and Flexibility: You are self‐motivated, reliable, and punctual. You are flexible to be available after hours to assist on support issues. You are comfortable balancing tasks of varying levels of urgency and complexity in an environment where your responsibilities may vary from day to day. You work well under pressure with tight deadlines. You are versatile and able to respond quickly and positively to shifting demands and opportunities. You demonstrate a “no job too big, no job too small” attitude, and take a collaborative, team‐focused approach to rejuggling priorities and contributing to tasks across the Firm.

Confidentiality: You demonstrate discretion when handling sensitive material and are familiar with concepts of information classification, DLP, and the like. You must be able to adhere to Firm policies regarding the protection of confidential data and demonstrate sensitivity to (and good judgment in connection with) confidential attorney, personnel, and Firm matters.