Information Technology Support Manager

Base pay range

$95,000.00/yr - $/yr

The Information Technology Support Manager oversees a team of support and training personnel—currently five full-time employees—across nine offices nationwide. This role includes managing support requests, serving as the escalation point for complex issues, and overseeing projects. The manager plays a key role in updating and maintaining the desktop image and configuration, acts as the primary contact for offices without dedicated IT staff, and develops policies and procedures related to support and training.

Additionally, the manager is responsible for creating, tracking, and reporting on metrics that measure the support team’s activity and productivity, in collaboration with other leaders in the Information Technology Department.

The Technology Support Manager also provides direct user support, fills in for training sessions, and offers after-hours coverage as needed. The ideal candidate will be an energetic team player with exceptional customer service and communication skills, capable of engaging with personnel at all levels of the firm. They should be able to solve technical problems quickly, manage multiple tasks in a fast-paced environment, and demonstrate strong organizational skills.

High attention to detail and the ability to produce clear, accurate documentation are essential.

Please refer all qualified candidates to

Essential Duties and Responsibilities:

• Manage and take ownership of incoming support requests. Ensure that requests are assigned and follow-up is completed with a high level of customer satisfaction.
• Make sure that on-boarding and off-boarding procedures are executed with all appropriate documentation and communications to involved parties. Modify and refine procedures as necessary.
• Develop and maintain desktop image including ensuring image includes required software, security patches, drivers and configurations.
• Manage and maintain inventory, including making sure necessary items such as laptops, monitors, docks and other key equipment are kept adequately stocked.
• Oversee and mentor support and training personnel. Ensure that all IT and HR policies and procedures are followed. Set schedules and ensure that departmental coverage commitments are met. Work with the training personnel to identify items that should be covered in training sessions.
• Work with other IT leadership to develop and document support and training policies and procedures. Analyze support activities to identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems. Update and maintain support reference guides and knowledgebase.
• Work with other IT leadership to develop and implement new and updated technologies along with user best practices.
• Create, track, and report on metrics that measure the support team’s activity and productivity. Develop new metrics and reporting mechanisms as new technologies are deployed and process improvements are implemented.
• Oversee quality assurance and testing procedures for both day-to-day technical tasks, such as installing new computers, and as part of project deployments.
• Provide end-user support via telephone, voicemail, e-mail and direct contact during both business and non-business hours as needed.
• Manage support team including tracking overtime, ensuring that all HR requirements are met such as time entry, and conducting year-end reviews.
• Manage technology projects and other duties as assigned.

Required Skills:

• Troubleshoot and support applications and technology including:
• Microsoft Office 365
• iManage DMS
• Zoom Meetings and Phone
• Power PDF
• Mimecast
• Group Policy
• Automation/Scripting (Power Shell)
• Microsoft SCCM
• Wireless network connections/VPN Connectivity
• Audio/Video conferencing with Zoom Rooms
• Windows 11 OS
• Microsoft Edge
• Dell and Lenovo laptops, iPhone and Android mobile devices, Kyocera Printers

Education, Training and

Experience:

Bachelor’s degree or equivalent combination of education and experience. 5+ years’ experience as a senior member of a support team with a legal/professional services firm.

Physical Requirements:

Normal office environment requiring extensive use of typical business equipment (e.g., computer, phone, copier, security system). Should be able to lift normal office equipment up to 50 pounds.

Working Conditions:

Works in a typical office setting. Overtime hours as needed.

This organization is NOT working with recruiters to fill this role at this time.

• Mid-Senior level

• Full-time

• Information Technology

• Law Practice