The IT Services Manager is responsible for all aspects of IT Service Delivery, Application Support and Training across all office locations. With the Director of Information Technology, the Services Manager works to deliver enhanced technology, documentation, and processes in order to enhance the IT client service capabilities of the Firm’s professional staff. Additionally, the Services Manager will lead and motivate a team of Support Analysts, Application Specialists and the Firm’s Trainer to provide value added services to IT clients in the areas of hardware/software support & technical knowledge.
Essential Duties and Responsibilities:
Ensure the highest level of customer service is provided to Firm users.
Provide strong leadership, quality control, technical guidance, professional development and overall management of assigned team members.
Manage the Firm’s Help Desk and work to establish and implement KPIs to ensure the team follows stated strategy and objectives.
Ongoing evaluation and refinement of business process to ensure accurate and timely support and problem resolution to our internal users.
Maintain relationships with internal business partners.
Administer off hours on-call support program.
Implement and maintain processes for IT problem resolution and asset management.
Manager the Firm’s Training Program for new hires and ongoing skills improvement including oversight of curriculum development and training materials.
Ability to lead and motivate a team of professionals.
Ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goals.
Ability to identify and implement initiatives to improve technology resource utilization.
Client service oriented and able to perform as an internal consultant offering proactive solutions.
Strong/Expert knowledge of Microsoft Windows 10 desktop operating system environments and Microsoft Office 2016.
Working knowledge of integration points between Microsoft Office and other legal applications.
Working knowledge of Microsoft System Center Configuration Manager.
Lenovo hardware platform knowledge.
Experience creating quality control / testing processes.
Demonstrated experience with Workshare Professional, IQTrack, Citrix, Document Management and Nuance, all within a law firm environment.
Experience developing and ensuring compliance with standardized change management procedures.
With more than 150 lawyers in Washington, DC, New York, Chicago, Los Angeles, and London focused on financial services law and litigation and enforcement matters, BuckleySandler has quickly gained a reputation for solving litigation, enforcement, compliance, regulatory, and transactional challenges for clients, and even turning them into business opportunities.