IT Manager
3 weeks ago
This position will reside in our Boston office and offers a hybrid in-office/remote working schedule. This role will also be required to travel to our Hartford, CT office once every other week.
Instructional/Support Activities Include:
- Knowledgeable in firm technology and can consult with users to identify and recommend firm technology best suited for their needs; leads one or more offices in this area and researches and recommends technology not already deployed within the firm.
- Participates in various meetings with users within the offices for which the IT Manager is responsible, including but not limited to focus-group meetings, practice-group meetings, and staff meetings.
- Collaborates with fellow IT Managers in the firm, including discussions expected to improve operational processes (e.g., onboarding, project-management tools, etc.)
- Manages queues/SLAs for local IT teams in offices for which the IT Manager is responsible; resolves tasks and issues assigned to the group via ticketing software; meets defined SLAs and workload targets.
- Responsible for the ordering, deployment, inventory and maintenance of all local office hardware.
- Manages the delivery of level 2 mobility support within one or more offices.
- Leads one or more local office teams in providing desktop application support.
- Acts as liaison with other departments.
- Provides direct support and coaching to end users and leads one or more teams doing same with the firm's commonly used hardware and software; performs research to help resolve issues (internal KB, Internet, etc.); identifies and escalates trends and makes suggestions on how to resolve them.
- Utilizes existing ServiceNow Knowledge Base articles to research incidents and problems; submits new articles for review and inclusion.
- Participates in a minimum of 85% of pre-pilots and reports findings; becomes familiar with each change; oversees participation of one or more offices.
- Supports meetings, on/offsite war rooms, trials; oversees the delivery of setup, configuring and tearing down hardware (computers, projectors, printers, etc.), gathers information and plans support activities, leads one or more offices to do same
- Bachelor's degree in Computer Science, Information Systems, or related discipline and minimum 10+ years of progressively responsible experience in IT, including 4 years' experience in a supervisory role
Preferred
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