Manager: IT 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 enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Information Technology department in our Chicago office, as a Manager: IT Services.

The Manager: IT Services is accountable for the support and delivery of all IT services to the Chicago office. Provides single point of contact for the business for all IT related matters and ensures that IT services are delivered in line with requirements for the office. Acts as a project resource and manages a local team as required. Works closely with their regional and global peers to ensure seamless IT service delivery and supports the IT department s strategic goals and initiatives.

Essential Functions:

• Provides the delivery of office-based IT support services (Deskside, Printer, Telecoms and Audio Visual where appropriate) in line with global standards and as required by the business
• Management of office-based IT budgets in line with global budgeting and invoice processes
• Management and control of office-based IT inventory
• Development of office-based business relationships with key stakeholders
• Oversees the escalation and management of office-based issues to ensure optimal IT service delivery across the range of services defined within the IT Service Catalog
• Oversees management of local IT support resources where appropriate
• Acts as the  voice  of the offices within the IT department ensuring that local offices needs/concerns are kept in focus for regional/global IT management
• Ensures that timely communications for outages that impact the office are sent from the appropriate service owners
• Ensures optimal service delivery at a local and remote level for the following services in accordance with technical and strategic guideline set by the Global Service Managers and as defined within our global IT Service Catalog;
• Desk-side Support
• Printer Support
• Telephony Support
• Audio/Visual Conference Support
• Mobility Soft Touch Support
• Desktop and Laptop Procurement
• Service Management
• Supplier Relationship Management
• Smart Hands  Infrastructure Support
• Works with the global customer services management team on projects and act as the primary communication resource when required
• Mobilizes departmental resources to support project activities
• Ensures the local customer services teams adhere to relevant ITIL service management and departmental governance
• Provides leadership and guidance as part of the regional customer services team in support of other ITIL/service management initiatives
• Undertakes all relevant managerial responsibilities including mentoring, recruitment, training, appraisals, reward reviews and performance management
• Provides proactive communication via recognized channels (email, Whats new, Yammer, Global Net Plus)

Business Relationship Management:

• Liaise between Firm management, sponsors, users and other IT personnel to communicate issues regarding overall operations status, operations strategy and plans
• Attends user groups independently or with senior managers as required
• Ensures good proactive working relationships are maintained between the team and other teams within the IT Department and the users
• Meets with key business stakeholders and relevant partners on a bi-monthly basis to ensure…