Technology Support Manager

2 weeks ago

Houston, Texas, United States Baker Botts Full time

Baker Botts, a prominent international law firm known for its expertise across various industries, is looking for a Technology Support Manager to enhance its IT Department. This role involves overseeing a team of both internal and outsourced Service Desk Support Analysts to deliver exceptional support services. The position also includes chairing the Communications Task Force, which is responsible for crafting and disseminating IT-related messages to employees. This is a full-time, remote position offering a comprehensive benefits package.

Key Responsibilities

  • The Technology Support Manager will manage all facets of the Service Desk support team and internal IT communications, including but not limited to:
    • Providing mentorship and support to internal analysts through training and effective escalation management. This includes handling administrative tasks such as performance reviews, corrective actions, and approving time-off requests.
    • Collaborating closely with the designated Manager(s) of the outsourced support provider to ensure the delivery of top-notch support. The Technology Support Manager will set clear expectations, manage service improvement requests, address issues, facilitate onboarding and offboarding of analysts, and promptly communicate any outages to ensure that both leadership and analysts are well-prepared to assist clients.
    • Monitoring the Service Desk Teams Channel to assist analysts, address inquiries, and identify potential issues or outages that may need attention from other IT teams.
    • Conducting regular quality assessments by reviewing tickets, calls, and session recordings to ensure analysts meet firm standards and provide high-quality support. If deficiencies are noted, the Technology Support Manager will engage in discussions and propose enhancements to service quality.
    • Offering recommendations to management regarding support policies and procedures to refine processes and elevate service quality.
    • Overseeing the ITSM tool, currently ServiceNow, in collaboration with the outsourced support provider. This includes:
      • Managing the operations and development of ServiceNow, ensuring its functionality and ongoing improvements align with the Firm's needs.
      • Developing and maintaining the Service Catalog using the Catalog Builder and Flow Designer, coordinating with the service provider to publish new and updated Catalog Requests and resolving technical issues.
      • Working with other IT Managers and staff to address questions and concerns regarding ServiceNow's use and functionality.
      • Acting as the Knowledge Manager for the ServiceNow Knowledge Base, responsible for creating and updating articles, coordinating with stakeholders to ensure content is current, and approving new and retired articles.
    • Chairing the Communications Task Force, responsible for drafting, reviewing, and distributing IT-related communications to the firm's employees. Collaborating with other Task Force members as necessary to ensure timely and accurate information dissemination.
    • Performing additional duties as assigned by the Director of IT Customer Experience.
  • Qualifications
    • A Bachelor's Degree is preferred.
    • A minimum of 4 years of supervisory experience is required, along with 4+ years in a Service Desk or Call Center support environment, ideally within a professional services context.
    Technical and Soft Skills
    • Advanced written and verbal communication skills (required)
    • Experience with call center technologies
    • Proficiency in Microsoft 365 applications
    • Knowledge of Active Directory and group object management
    • Experience with remote support tools such as BeyondTrust / Bomgar
    • Extensive knowledge of ServiceNow, particularly in using Catalog Builder and Flow Designer.
    • Exceptional customer service, problem-solving, and structured troubleshooting skills
    • Strong attendance and punctuality
    • Robust administrative and leadership capabilities
    • Ability to work independently without direct supervision
    Extent of Contact (Within and outside the firm):
    • Medium level of contact with lawyers/staff regarding Service Desk issues.
    • High level of contact with the outsourced support provider
    • Moderate to high level of contact with other IT Managers and IT Staff
    • This position has firmwide responsibilities and may involve interactions with lawyers/staff across various locations.
    Physical Demands:
    • Must be able to sit for extended periods while using a telephone or computer.
    • Must be capable of working in a high-pressure environment with time constraints and frequent interruptions.
    Working Conditions and Environment
    • This is a fully remote position requiring virtual interactions and meetings with staff, including video calls. A suitable workspace without background noise is essential.
    • This position may require occasional office visits for scheduled events such as onboarding, team meetings, training, and other relevant activities.
    • This full-time role requires a five-day work week with standard hours as outlined in the firm's policy manual. Additional hours may be necessary to fulfill essential job functions, including some weekend and evening work, particularly during unplanned events.
    • The position may involve some out-of-town travel.
    Baker Botts is dedicated to fostering a culture where our attorneys and staff can thrive both professionally and personally. We are proud to offer a comprehensive benefits program designed to support and enhance the overall wellbeing of our employees and their families.

  • Technology Support Specialist

    1 week ago

    Houston, Texas, United States Prosum Full time

    IT Services Coordinator Overview The IT Services Coordinator ("ISC") plays a crucial role in providing support for IT systems while overseeing the administration, monitoring, and upkeep of the data and communication infrastructure for the designated office of Prosum. Key responsibilities include: Management and Support of Technology Equipment Execute...

  • Technology Support Specialist

    2 weeks ago

    Houston, Texas, United States ISI CRM Full time

    Job DescriptionPosition Overview: The Technology Support Specialist will play a crucial role in overseeing the technological infrastructure and network operations at ISI CRM, a company specializing in Construction, Repair, and Maintenance. This position involves collaboration with all personnel as required and supporting the division leader on significant...

  • Technology Support III

    2 months ago

    Houston, Texas, United States JPMorganChase Full time

    Job Description Propel operational success with your expertise in technology support and a commitment to continuous improvement. As a Technology Support III team member in Consumer & Community Banking, Risk Technology, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of...

  • IT Support Analyst

    2 weeks ago

    Houston, Texas, United States Pierce Technology Corp Full time

    Position OverviewAs a vital member of the Pierce Technology Corp team, the Help Desk Technician will play a crucial role in ensuring seamless technology operations across the organization.Key ResponsibilitiesService Desk Management: Efficiently receive, prioritize, and address incoming requests in line with established service-level agreements...

  • Application Technology Support II

    4 weeks ago

    Houston, Texas, United States JPMorganChase Full time

    Job Description Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.As a Technology Support II team member on the Post Trade Technology team, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows....

  • Principal Technology Support Lead

    7 days ago

    Houston, Texas, United States United Airlines Full time

    OverviewAt United Airlines, we are embarking on an exciting journey to redefine the airline industry. Our mission – Connecting People, Uniting the World – extends beyond mere transportation; it embodies our commitment to fostering opportunities in the communities we serve. With a focus on building a diverse and inclusive workforce, we are poised for...

  • Technical Support Specialist

    2 weeks ago

    Houston, Texas, United States Pierce Technology Corp Full time

    Position OverviewWe are seeking a dedicated Help Desk Technician to join our team at Pierce Technology Corp. This role is essential in ensuring seamless technology operations and providing exceptional support to our users.Key ResponsibilitiesAddress, prioritize, and manage incoming Service Desk inquiries in line with established service-level agreements...

  • Academic Technology Manager

    1 week ago

    Houston, Texas, United States University of Houston Full time

    Job SummaryThe University of Houston seeks a highly skilled Academic Technology Manager to lead the Academic Technology Support Center (ATSC) and provide guidance on academic technology initiatives. As the advocate for effective instruction, this role will play a critical part in shaping the university's academic technology landscape.Key...

  • Academic Technology Manager

    3 days ago

    Houston, Texas, United States University of Houston Full time

    Job SummaryThe University of Houston seeks a highly skilled Academic Technology Manager to lead the Academic Technology Support Center (ATSC) and provide guidance on academic technology initiatives. As the advocate for effective instruction, this role will play a critical part in shaping the university's academic technology landscape.Key...

  • Electrical Technology Instructor

    5 days ago

    Houston, Texas, United States Lone Star College Full time

    Job SummaryWe are seeking a highly qualified Electrical Technology Instructor to join our team at Lone Star College. The successful candidate will be responsible for teaching and supporting students in Electrical Technology courses, as well as contributing to the development of the curriculum.Key ResponsibilitiesTeaching and Support: Provide instruction and...

  • AWS Technology Support III

    2 months ago

    Houston, Texas, United States JPMorganChase Full time

    Job Description Propel operational success with your expertise in technology support and a commitment to continuous improvement. As a Technology Support III team member in Consumer & Community Banking, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as...

  • Technology Project Manager

    7 days ago

    Houston, Texas, United States 4 Corner Resources Full time

    Job Summary4 Corner Resources is seeking a highly skilled Technology Project Manager to oversee the successful delivery of technology and low voltage projects. The ideal candidate will possess expertise in project management, technology integration, and team leadership.Key ResponsibilitiesSafety Culture and ComplianceMaintain a strong safety culture and...

  • Finance Technology Manager

    1 week ago

    Houston, Texas, United States Insperity Full time

    Job OverviewAt Insperity, we pride ourselves on delivering a comprehensive suite of scalable HR solutions, blending exceptional service with cutting-edge technology. Our commitment to diversity, inclusivity, and a sense of belonging drives our success, making us a recognized leader in the industry.Why Join Us?Flexibility: Enjoy the benefits of a...

  • Manager - Information Technology

    2 months ago

    Houston, Texas, United States United Airlines Full time

    There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the...

  • Technical Support Engineer

    2 weeks ago

    Houston, Texas, United States Pierce Technology Corp Full time

    Opportunity for a Technical Support EngineerPierce Technology Corp is seeking a proficient individual to fill the role of Technical Support Engineer. This position is centered around delivering exceptional technical assistance with an emphasis on VoIP communication technologies. The successful candidate will demonstrate a solid history of problem-solving...

  • Technology Operations Manager

    7 days ago

    Houston, Texas, United States McDermott International, Ltd Full time

    Company Overview:At McDermott International, Ltd, we believe that our people are the cornerstone of our success. We are committed to fostering a vibrant and inclusive environment where every individual can flourish.Our innovative spirit drives our daily operations. Together, we have established some of the most reliable partnerships throughout the energy...

  • Technical Support Engineer

    7 days ago

    Houston, Texas, United States Pierce Technology Corp Full time

    Exciting Opportunity for Technical Support EngineerPierce Technology Corp is seeking a dedicated and knowledgeable individual to fill the role of Technical Support Engineer. This position focuses on delivering exceptional front-line support in the realm of VoIP Telephony systems. The successful candidate will possess a strong background in troubleshooting...

  • Cybersecurity Technology Manager

    2 weeks ago

    Houston, Texas, United States McDermott International, Ltd Full time

    Company Overview:At McDermott International, Ltd, we believe that our people are the cornerstone of our success. Fostering a vibrant and inclusive workplace where everyone can excel is essential to our mission.Our innovative spirit drives our daily operations. Together, we have established some of the most reliable partnerships across the energy sector,...

  • Technology Services Manager

    2 weeks ago

    Houston, Texas, United States Primary Services Full time

    Primary Services is pleased to present an exciting opportunity for the position of IT Operations Manager within the oil and gas/chemical sector. This role is ideal for professionals looking to elevate their career in IT management by utilizing their expertise in technology operations to enhance essential functions in storage and logistics.Key...

  • Technical Customer Support Specialist

    2 weeks ago

    Houston, Texas, United States Custom Technology Solutions LLC. Full time

    Job OverviewWe are looking for a dedicated Technical Customer Support Specialist to enhance our team. In this role, you will evaluate client inquiries and data management challenges to optimize our technological frameworks. A background in Accounting, Customer Relationship Management (CRM), and Lead Management Systems is advantageous.Key...