Technology Support Manager
$130,000–$160,000 year
On-site · Chicago, Illinois, United States or New York City, New York, United States
Job Summary
Technology Support Manager leads the Firm’s Help Desk, supervising User Support Technicians and Senior Support Technicians, manages ServiceNow operations and SLA compliance, maintains the Knowledge Base, and guides team development and cross-department collaboration to ensure high-quality technical support and user experiences. Responsible for mentoring staff, performance reviews, and driving improvements in incident management, ticket handling, reporting, asset inventory, and security-conscious practices. Requires strong leadership, data-driven management, and excellent communication with attorneys and staff; familiar with Microsoft 365, Citrix/VDI, iManage, Litera, Mimecast, VPNs, MFA, Active Directory, and ITSM concepts. Bachelor’s degree preferred; 5–7 years in IT support with supervisory experience; ServiceNow experience required; law firm experience preferred. Hybrid in-office schedule anticipated between multiple U.S. office locations.
Required Qualifications
- Bachelor’s degree in Information Technology or related field preferred; equivalent work experience considered
- 5–7 years of IT support/help desk experience
- at least 2 years in a supervisory/managerial role
- Experience with ServiceNow or equivalent ITSM system
- Prior experience in law firm or professional services environment strongly preferred
- Hybrid work schedule; in-office work required
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