We are representing a prominent international law firm that counsels the world’s leading corporations, financial institutions, and investment funds on high-stakes cross-border transactions and critical disputes. Recognized for strategic insight, commercial pragmatism, and high-touch service, the firm provides an open, collaborative environment where professionals receive the trust, support, and resources necessary to deliver best-in-class operational excellence.
If you are a proven technology leader who pairs high EQ with rigorous operational discipline, we invite you to explore this opportunity to lead our local office's IT Services & End-User Support organization.
Role Overview
The Manager: Regional IT Services is accountable for the end-to-end support, stability, and delivery of IT services across the regional office. Serving as the primary technology liaison for partners, attorneys, practice assistants, and business support leaders, this role ensures reliable, secure, client-focused operational delivery across user support, executive audiovisual (AV) systems, and business engagement.
This leader manages and develops the local technology services team, champions enterprise rollouts, and acts as the vital communication bridge between local practice needs and global technology architecture, security, and infrastructure groups.
Core Responsibilities
Service Delivery & Technical Operations
- Direct daily operations of the local technical support team, ensuring all incidents, requests, and escalations are resolved in alignment with the firm's P1–P4 SLA framework.
- Oversee end-user support operations: desktop engineering, hardware lifecycle provisioning, employee onboarding/offboarding, productivity tooling, and access management.
- Serve as the senior technical escalation lead for critical incidents, partnering with global infrastructure, cloud, security, and application engineering teams to accelerate root-cause resolution.
- Act as an operational champion for major office rollouts, driving change readiness, stakeholder communication, user feedback collection, and technology adoption.
- Lead local incident response protocols for major service interruptions, ensuring rapid cross-team communication, post-mortem documentation, and corrective action.
Audiovisual (AV) & Executive Event Support
- Direct local AV and event technology services, encompassing hybrid conference facilities, Microsoft Teams/Zoom Rooms, integrated Crestron/Cisco environments, firm town halls, and critical client meetings.
- Oversee high-priority support during live, high-profile events, coordinating tech rehearsals and room setups in close alignment with Facilities, Hospitality, and Conference Services teams.
Continual Service Improvement & Client Engagement
- Establish formal feedback channels (surveys, CSAT, working sessions) to capture the “Voice of the Client” among attorneys and executive staff, translating feedback into service enhancements.
- Enforce ITIL 4 service management practices (Incident, Request, Problem, Change, and Knowledge Management) using ServiceNow as the central ITSM engine.
- Drive operational metrics to optimize team performance, analyzing MTTR, SLA compliance, ticket aging, first-contact resolution, and reassignment trends.
- Expand internal knowledge base documentation to elevate self-service adoption and accelerate first-touch resolution.
GenAI Enablement & Emerging Tech
- Facilitate hands-on generative AI adoption across legal and operational teams through targeted office hours, floor walks, and practical enablement sessions.
- Leverage AI and process automation to enhance service desk efficiency, accelerate ticket triage, and modernize the user experience.
Compliance, Security, & Resource Management
- Partner with the Information Security team to uphold endpoint compliance, identity management, and operational security hygiene.
- Oversee asset and configuration management (CMDB), maintaining inventory tracking, equipment lifecycle refreshes, and local vendor coordination within budget targets.
Qualifications & Experience
Professional Background
- Experience: Minimum of 7 years of progressive IT service delivery experience, with at least 2–3 years in an IT supervisory or people management capacity.
- Industry Focus: Proven success within a legal (Am Law / international firm) or professional services environment is strongly preferred.
- Global Matrix Collaboration: Demonstrated track record collaborating with global/centralized IT teams to align localized business needs with enterprise-wide initiatives.
- Education: Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent combination of relevant education and practical experience).
Technical Competencies
- Ecosystems: Advanced proficiency with modern Microsoft 365 environments, Windows enterprise endpoints, and cloud collaboration suites.
- AV & Collaboration: Hands-on oversight of executive AV ecosystems (Teams Rooms, Zoom Rooms, Crestron, Cisco, digital signage, event streaming).
- ITSM & Frameworks: Deep practical knowledge of ITIL 4 frameworks and enterprise ITSM systems, particularly ServiceNow.
- Legal Tech & AI: Familiarity with modern legal productivity stacks (e.g., iManage/enterprise DMS) and enterprise generative AI platforms (e.g., Microsoft 365 Copilot).
People & Leadership Skills
- Leadership & Coaching: Demonstrated ability to manage direct reports, mentor technical staff, set actionable goals, and drive accountability.
- Executive Communication: Polished written and verbal skills, comfortable advising managing partners, senior leadership, and external vendor teams.
- Ownership & Initiative: Results-oriented leader who balances operational discipline with a white-glove, customer-first service mentality.
Total Rewards & Benefits
This opportunity offers a competitive compensation package and a full suite of enterprise benefits, including:
- Comprehensive medical, dental, and vision coverage
- 401(k) retirement savings plan with firm contributions
- Life and AD&D insurance
- Subsidized family support programs (backup childcare and eldercare)
- Generous paid time off (PTO) and firm holidays
- Dedicated support for ongoing executive and technical professional development
- Compensation: $130,000 - $170,000 base salary + performance bonus