Information Technology Support Manager

ResponsibilitiesEssential Functions:Service Delivery & Operations — New YorkOversee the day-to-day operation of the New York technology services team, ensuring incidents, service requests, and escalations are managed within the firm’s P1–P4 priority and SLA frameworkManage the local delivery of all technology services to New York legal and business services professionals — service desk, desktop support, hardware provisioning, onboarding/offboarding, collaboration and productivity tools, and access to application and security servicesServe as a key relationship and service delivery contact for New York attorneys, legal practice assistants, and business services staff, translating their needs into responsive, high-quality serviceAct as the local escalation point for complex or high-impact issues, coordinating with global infrastructure, application, security, and collaboration teams to drive timely resolutionEnsure appropriate ownership, communication, and follow-through for high-priority incidents and escalationsEstablish local business relationship for technology services in New York, ensuring office needs are understood, communicated, and addressed in coordination with the appropriate global technology teamsServe as a local project resource for technology initiatives affecting New York, coordinating with global colleagues to represent business requirements, support change activities, and help manage adoption of new or updated technology servicesParticipate in local change readiness and adoption activities for technology initiatives, including stakeholder communication, issue tracking, and feedback collectionAudiovisual (AV) & Event SupportManage the delivery of AV services for the New York office, including conference room technology, Teams/Zoom Rooms, video conferencing, town halls, client-facing meetings, and firm eventsRespond to AV incidents at elevated priority during live events and coordinate rehearsals and setup for major meetingsClient Engagement & Continual Service ImprovementEngage with New York stakeholders to capture the ‘Voice of the Client,’ using feedback mechanisms such as surveys (CSAT), workshops, and service reviewsIdentify and lead continual service improvement (CSI) initiatives informed by service data, incident trends, and stakeholder feedbackChampion a client-centric culture, acting as a business relationship point of contact and turning support interactions into trusted partnershipsApply and enforce Incident, Request, Problem, Change, and Knowledge Management processes in adherence to ITIL 4 best practicesSupport the effective use and ongoing optimization of ServiceNow as the firm’s ITSM platform for ticketing, workflows, and knowledgeDrive knowledge base coverage and first-contact resolution by promoting documentation, self-service, and reuseGenAI Enablement & InnovationSupport New York users through GenAI literacy activities such as floor walks, office hours, and targeted enablementPromote automation and AI-assisted approaches to improve service efficiency, ticket deflection, and the overall user experienceSecurity, Compliance, Reporting & Vendor ManagementReinforce information security support in day-to-day operations — endpoint compliance, access management, and security awareness — partnering with the security team on incidents and hand-offsEnsure compliance with Firm policies, information security standards, and applicable regulatory and client requirementsProvide regular reporting and analysis on key performance indicators—including MTTR, CSAT, SLA adherence, ticket aging, reassignment patterns, to identify trends, service risks, and improvement opportunitiesOversee asset and configuration management for New York, including inventory accuracy and asset lifecycle management, while supporting local vendor management, maintenance within approved budgetsPerform other duties as assigned to meet Firm goals and objectivesQualifications, Experience and Personal AttributesEducation/Training/Certifications:Bachelor’s degree in a related field. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the jobProfessional Experience:Minimum of 7 years of professional IT experience, with at least 2–3 years in a supervisory or team management roleDemonstrated experience managing technology service delivery, end-user support, and audiovisual/conference-room services against SLAs/KPIsExperience in a legal or professional services environment strongly preferredExperience working with global technology teams to support projects, coordinate service delivery, and communicate local business requirements preferredTechnical Skills:Proficiency in Microsoft 365 products and modern end-user computing environmentsHands-on experience supporting AV and conferencing technologies (e.g., Microsoft Teams Rooms/Zoom Rooms, Crestron/Cisco systems, digital signage, and event production support)Strong knowledge of IT service management best practices and tools, particularly ServiceNow and ITIL 4 processesWorking knowledge of the firm’s GenAI platforms (e.g., Microsoft 365 Copilot) and their responsible, value-driven adoptionFamiliarity with legal and business applications (e.g., iManage/DMS) and information security fundamentalsPerformance Traits:Strong written and verbal communication skills, able to communicate effectively and professionally with all levels of the Firm and outside vendorsClient-centric mindset with strong customer service orientation and sound independent judgmentAbility to drive issues to conclusion, influence cross-functional teams, and balance business priorities with operational requirementsAnalytical, data-driven approach to service performance and problem-solvingAbility to work under pressure, meet deadlines, and manage shifting priorities and eventsStrong attention to detail, organizational skills, and the ability to handle multiple concurrent prioritiesMaintains confidentiality and exercises discretionSelf-starter with a high level of initiative and a commitment to continuous improvement and innovationCollaborative and relationship-oriented, with the ability to work effectively with local and global teams to address business needs and support technology projectsManagement Accountabilities:Manages assigned direct reports with regard to performance appraisals, annual compensation, goal setting, performance counselling, and developmentConducts analysis of staffing levels and participates in the recruitment process for the New York technology services teamSets priorities, delegates efficiently, and ensures appropriate service and AV coverage across business hours and eventsDetermines and implements change processes to improve workflow efficiencies and service qualityProvides input on operational budget and staffing recommendations, and fosters a culture of service excellence, collaboration, and innovation — including GenAI adoption