IT Services Manager
2 weeks ago
Washington, District of Columbia
Job Description
Location:
Washington, D.C. (with periodic travel to Northern Virginia and other domestic and international offices as needed)
Summary:
The IT Services Manager will oversee technology operations for the Washington, D.C. and Northern Virginia offices, ensuring the efficient management and delivery of IT services. The successful candidate will provide leadership in managing office-specific technology systems, including data and video networks, telephone systems, computer systems, and associated technology infrastructure. Reporting to the Director of IT Services Management, this role also entails managing the local IT staff, coordinating firmwide initiatives, and providing hands-on support for critical technology functions. IT Services Manager will collaborate with local office leadership to ensure the needs of the office are being met.
Key Responsibilities:
Client Service:
- Model and promote the Firm' best practices for client service related to teamwork, work product, and interactions.
- Ensure outstanding service delivery to our lawyers and staff as well as Firm clients as warranted, proactively addressing service needs throughout the firm.
- Lead and manage the maintenance, operation, and support of technology systems, including desktop/laptop computers, printers, telephone systems, and A/V equipment.
- Manage inventory, troubleshoot issues, and coordinate vendor support for repairs and warranty services.
- Coordinate server maintenance, upgrades, and system testing, working with the infrastructure team to ensure systems are properly maintained.
- Proactively monitor technology systems to ensure uptime and communicate any downtime to office staff.
- Provide leadership in firmwide technology projects, assisting with project management and local execution of initiatives.
- Support technology training programs for office staff, ensuring new hires receive proper orientation on office technology.
- Supervise and guide the local IT staff, ensuring team members are knowledgeable, trained, and equipped to meet client service objectives.
- Oversee incident resolution, ensuring service levels are met and incidents are tracked effectively.
- Provide coaching and mentorship to team members, fostering professional growth and supporting skill development.
- Prepare and deliver performance evaluations, manage employee relations issues, and participate in IT department recruiting efforts.
- Lead or participate in department-level or firmwide projects, managing schedules and coordinating tasks to achieve high-quality outcomes.
- Monitor project progress, address challenges, and ensure team collaboration to meet deadlines.
- Stay current with industry trends, legal profession developments, and firm-specific software and hardware systems.
- Maintain a working knowledge of the firm's personnel and business practices, ensuring effective communication and service delivery.
- Actively participate in relevant peer groups, such as the International Legal Technology Association (ILTA), to support professional development.
- Safeguard confidential information related to the firm's and clients' business matters.
- Adhere to the firm's safety protocols and practices.
Education & Experience:
- Bachelor's degree or equivalent work experience in a related field.
- A minimum of five years' technology experience with advanced knowledge of hardware, software, LAN/WAN, servers, MS Office, and Windows OS.
- At least three years of supervisory experience in IT, with a focus on end-user support, training, help desk management, and hardware/application rollouts.
- Experience in a law firm setting is highly preferred.
- Relevant certifications (e.g., ITIL, Microsoft, etc.) are strongly desired.
- Exceptional leadership and team management skills, with a strong focus on client service.
- Proven ability to lead by example and foster a positive work environment.
- Strong project management capabilities, including the ability to handle complex information and achieve results under pressure.
- Excellent communication skills, with the ability to engage effectively with stakeholders at all levels.
- Strong organizational skills, able to manage multiple projects simultaneously.
- Flexibility to work outside regular hours and travel as needed.
- Ability to lift up to 50 pounds.
- Must be available for travel between the Washington, D.C. and Northern Virginia offices and other locations as required, including attending an annual IT Services Management Conference in Nashville.
Washington DC pay range for this role, with final offer amount dependent on skillset and experience, is $145K - $155K
Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.
If you require an accommodation in order to apply for a position, please contact us at PillsburyWorkday@pillsburylaw.com.
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