Manager: Technology Services
$135,000–$135,000 year
HybridNew York City, New York, United States or New York, United States
Job Summary
Oversee the day-to-day operation of the New York technology services team, managing service desk, desktop support, hardware provisioning, and AV services while serving as the key relationship contact for attorneys and business staff. Act as the local escalation point for complex issues, coordinating with global infrastructure and security teams to drive timely resolution and ensure adherence to P1–P4 priority frameworks and SLAs. Lead local technology projects, manage change readiness and adoption activities, and champion continual service improvement initiatives informed by stakeholder feedback and service data. Reinforce information security support, enforce ITIL 4 processes, and optimize ServiceNow usage to drive knowledge base coverage and first-contact resolution. Support GenAI enablement through literacy activities and promote automation to improve service efficiency and user experience.
Required Qualifications
- Bachelor's degree in a related field
- Minimum of 7 years of professional IT experience
- At least 2–3 years in a supervisory or team management role
- Demonstrated experience managing technology service delivery, end-user support, and audiovisual/conference-room services against SLAs/KPIs
- Proficiency in Microsoft 365 products and modern end-user computing environments
- Hands-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 processes
- Working knowledge of the firm's GenAI platforms (e.g., Microsoft 365 Copilot) and their responsible, value-driven adoption
- Familiarity with legal and business applications (e.g., iManage/DMS) and information security fundamentals
- Strong written and verbal communication skills, able to communicate effectively and professionally with all levels of the Firm and outside vendors
- Client-centric mindset with strong customer service orientation and sound independent judgment
- Ability to drive issues to conclusion, influence cross-functional teams, and balance business priorities with operational requirements
- Analytical, data-driven approach to service performance and problem-solving
- Ability to work under pressure, meet deadlines, and manage shifting priorities and events
- Strong attention to detail, organizational skills, and the ability to handle multiple concurrent priorities
- Maintains confidentiality and exercises discretion
- Self-starter with a high level of initiative and a commitment to continuous improvement and innovation
- Collaborative and relationship-oriented, with the ability to work effectively with local and global teams to address business needs and support technology projects
Desired Qualifications
- Experience in a legal or professional services environment
- Experience working with global technology teams to support projects, coordinate service delivery, and communicate local business requirements
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