Manager: Technology Services

Overview

Mayer Brown is an international law firm positioned to represent the world’s major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do.

We are a collegial, collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realize their greatest potential all while supporting the Firm’s client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.

If you thrive in a collaborative environment that values exceptional client service, initiative, professionalism, responsiveness, and adaptability, we invite you to consider joining our Information Technology department in our New York office as a Manager:
Technology Services.

The Technology Services Manager is accountable for the support and delivery of IT services to the New York office, serving as a key relationship and service delivery contact for attorneys, legal practice assistants, and business services professionals on technology-related matters. This role ensures reliable, secure, client-focused service delivery across end-user support, AV services, and business engagement.

This role manages and develops the local technology services team, supports office and global technology projects, and works with global technology colleagues to communicate New York business needs, coordinate service delivery, and helps ensure technology changes are implemented effectively for the office.

Essential Functions:

Service Delivery & Operations — New York

• Oversee the day-to-day operation of the New York technology services team, ensuring incidents, service requests, and escalations are managed within the firm’s P1–P4 priority and SLA framework
• Manage the local delivery of all technology services to New York legal and business services professionals — service desk, desktop support, hardware provisioning, onboarding/offboarding, collaboration and productivity tools, and access to application and security services
• Serve as a key relationship and service delivery contact for New York attorneys, legal practice assistants, and business services staff, translating their needs into responsive, high-quality service
• Act as the local escalation point for complex or high-impact issues, coordinating with global infrastructure, application, security, and collaboration teams to drive timely resolution
• Ensure appropriate ownership, communication, and follow-through for high-priority incidents and escalations
• Establish local business relationship for technology services in New York, ensuring office needs are understood, communicated, and addressed in coordination with the appropriate global technology teams
• Serve as a local project resource for technology initiatives affecting New York, coordinating with global colleagues to represent business requirements, support change activities, and help manage adoption of new or updated technology services
• Participate in local change readiness and adoption activities for technology initiatives, including stakeholder communication, issue tracking, and feedback collection

Audiovisual (AV) & Event Support

• Manage the delivery of AV services for the New York office, including conference room technology, Teams/Zoom Rooms, video conferencing, town halls, client-facing meetings, and firm events
• Respond to AV incidents at elevated priority during live events and coordinate rehearsals and setup for major meetings

Client Engagement & Continual Service Improvement

• Engage with New York stakeholders to capture the ‘Voice of the Client,’ using feedback mechanisms such as surveys (CSAT), workshops, and service reviews
• Identify and lead continual service improvement (CSI) initiatives informed by service data, incident trends, and stakeholder feedback
• Champion a client-centric culture,…