It On-site Systems Support Manager

Profile

IT On-Site Systems Support Manager
The candidate will confer with Office Administrators, Firm Directors, and IT Senior Management on all on-site technical support needs across all offices. Schedule team resources to ensure successful participation in all IT Real Estate Programs. Ensure offices with on-site technical support are receiving excellent service delivery from regional supervisors and their onsite technicians. Provide training and guidance for all supervisors and analysts on the installation, configuration, and function of all software, hardware, and peripherals distributed throughout the firm. Communicate meticulous user requirements with regional supervisors, senior management, and other IT teams based on requests, incidents, changes, or problems coming from on-site personnel. Manage relationships with vendors that must be on-site to carry out specific IT-related services across all offices. Design professional development tracks for the entire on-site support team to ensure growth and satisfaction in their roles on the team. Partner with onsite supervisors, IT assets and procurement leadership, and IT senior leadership to design and evolve an efficient on-site asset management tracking system. Present to IT leadership on the health of on-site support programs across the enterprise that continuously improve service delivery to the firm. Build service-based relationships with attorneys and staff across the enterprise, while utilizing exceptional customer service skills and ITIL best practices. Analyze metrics and behaviors in Service Now for ongoing requests for new hardware, software installations, and incidents reported by end users within all offices and execute solutions for improvement. Collaborate with IT Program Management to lead special duties, tasks, or projects, as required. Should have 10 years of technical support on IT hardware, software, and desktop peripherals; 5 years leading teams in service delivery best practices; 5 years working in ITSM and ITIL environments. Experience in scaled agile organizations is a plus. Should have experience working in an environment that promotes active listening, transparency, and servant leadership. Experience in system operations and/or administration is a plus. Prior law firm experience is a big plus. Should have strong analytical and problem-solving skills; excellent verbal and written communication skills. Certifications in CompTIA A+, CompTIA Network+, or MCDST, and HDI Support Center Analyst is a must.

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