Mayer Brown
Overview
Join to apply for the
Manager: IT Services
role at
Mayer Brown .
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. The firm is committed to excellence, client service, strategic partnership, innovation, and collaboration across its international network.
The Manager: IT Services is accountable for the support and delivery of all IT services to the Chicago office. Provides a single point of contact for the business on IT-related matters and ensures IT services are delivered in line with office requirements. Acts as a project resource and may manage a local team. Works closely with regional and global peers to ensure seamless IT service delivery and supports the IT department's strategic goals and initiatives.
Responsibilities
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 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 guidelines set by the Global Service Managers and as defined within the 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 acts 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 managerial responsibilities including mentoring, recruitment, training, appraisals, reward reviews and performance management
Provides proactive communication via recognized channels
Business Relationship Management
Liaise between Firm management, sponsors, users and other IT personnel to communicate issues regarding operations status, strategy and plans
Attends user groups independently or with senior managers as required
Maintain proactive working relationships between the IT team and users
Meet with key business stakeholders and relevant partners bi-monthly to ensure IT service delivery aligns with local business requirements
Collaborate with local office Directors of Administration on implementation strategies affecting user populations
Performs other duties as assigned to meet Firm goals and objectives
Qualifications
Bachelor’s degree in a related field. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience is directly related to the functions of the job
Prior experience in a Customer Services/IT Support Management role
Experience managing teams
At least 5 years related work experience, preferably in professional partnership
At least 5 years working with high performance client support departments including help desk and training
2+ years of project planning, implementation and management preferred
Proficiency in Microsoft Office products
Strong written and verbal communication skills; ability to work with all levels of the Firm and outside vendors
Ability to work in a diverse team environment and handle demanding needs
Ability to work under pressure and meet deadlines with shifting priorities
Self-starter with initiative; strong customer service and problem-solving skills
Strong attention to detail, organizational skills, and multi-project management
Maintains confidentiality and exercises discretion
Compensation and Benefits The typical pay scale for this position is provided by the firm and may vary based on education, experience, skills, and internal pay alignment. The Firm offers competitive compensation and comprehensive benefits, including medical/dental/vision/life/AD&D insurance, 401(k), paid time off, and opportunities for professional development and growth.
We are committed to equal opportunity and reasonable accommodations for applicants and employees with disabilities and disabled veterans. To request a reasonable accommodation related to the application process and/or job interview, please email uslateralrecruiting@mayerbrown.com. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Note This job description is subject to modification and does not constitute a contract of employment. It is at-will and may be amended at the Firm's discretion.
#J-18808-Ljbffr
Manager: IT Services
role at
Mayer Brown .
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. The firm is committed to excellence, client service, strategic partnership, innovation, and collaboration across its international network.
The Manager: IT Services is accountable for the support and delivery of all IT services to the Chicago office. Provides a single point of contact for the business on IT-related matters and ensures IT services are delivered in line with office requirements. Acts as a project resource and may manage a local team. Works closely with regional and global peers to ensure seamless IT service delivery and supports the IT department's strategic goals and initiatives.
Responsibilities
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 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 guidelines set by the Global Service Managers and as defined within the 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 acts 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 managerial responsibilities including mentoring, recruitment, training, appraisals, reward reviews and performance management
Provides proactive communication via recognized channels
Business Relationship Management
Liaise between Firm management, sponsors, users and other IT personnel to communicate issues regarding operations status, strategy and plans
Attends user groups independently or with senior managers as required
Maintain proactive working relationships between the IT team and users
Meet with key business stakeholders and relevant partners bi-monthly to ensure IT service delivery aligns with local business requirements
Collaborate with local office Directors of Administration on implementation strategies affecting user populations
Performs other duties as assigned to meet Firm goals and objectives
Qualifications
Bachelor’s degree in a related field. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience is directly related to the functions of the job
Prior experience in a Customer Services/IT Support Management role
Experience managing teams
At least 5 years related work experience, preferably in professional partnership
At least 5 years working with high performance client support departments including help desk and training
2+ years of project planning, implementation and management preferred
Proficiency in Microsoft Office products
Strong written and verbal communication skills; ability to work with all levels of the Firm and outside vendors
Ability to work in a diverse team environment and handle demanding needs
Ability to work under pressure and meet deadlines with shifting priorities
Self-starter with initiative; strong customer service and problem-solving skills
Strong attention to detail, organizational skills, and multi-project management
Maintains confidentiality and exercises discretion
Compensation and Benefits The typical pay scale for this position is provided by the firm and may vary based on education, experience, skills, and internal pay alignment. The Firm offers competitive compensation and comprehensive benefits, including medical/dental/vision/life/AD&D insurance, 401(k), paid time off, and opportunities for professional development and growth.
We are committed to equal opportunity and reasonable accommodations for applicants and employees with disabilities and disabled veterans. To request a reasonable accommodation related to the application process and/or job interview, please email uslateralrecruiting@mayerbrown.com. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Note This job description is subject to modification and does not constitute a contract of employment. It is at-will and may be amended at the Firm's discretion.
#J-18808-Ljbffr