Crew Connectors
A top-tier international law firm is looking to hire a Senior IT Manager, to join its tech leadership team. This is a full-time, on-site role based in New York City. The selected candidate will manage how IT Service teams utilize service-management platforms, concentrating on incident and request tracking, solution consistency, ticket backlog, and in-depth performance reporting. This role is heavily focused on metrics and KPIs, with the goal of maximizing the efficiency and quality of IT Service delivery. The individual will partner with the IT Service Director, 24/7 IT Support Center, and global IT Service Managers to ensure a high-performing and seamless support function across regions.
Responsibilities Support Center Oversight:
Lead and supervise the daily performance of the firm's outsourced 24/7 IT Support Center. Work in coordination with the vendor's management staff to address and resolve user inquiries promptly and maintain top-level service quality. Service Request Workflow:
Leverage ServiceNow and Jira to log, manage, escalate, and close tickets, tracking each request from start to finish. Maintain visibility across all interactions and ensure users stay informed until their issue is resolved. Tool Utilization Monitoring:
Direct and assess how support teams and local IT departments use ticketing systems. Focus on improving ticket documentation, the quality of solutions provided, ticket duration, and first-call resolution rates. Analytics & Reporting:
Review support center metrics and incident data to produce actionable reports. Collaborate with IT Service Managers on building dashboards that help them monitor team performance and identify opportunities to optimize support delivery. System Oversight:
Provide support in managing the call-tracking infrastructure (experience with cloud-based ACD systems is a plus), ServiceNow email integrations, and customer portal workflows to ensure proper routing and timely resolution of tickets. Knowledgebase Support:
Help curate and manage the internal knowledgebase. Write and revise content to maintain accuracy and relevance, and work with other IT teams to publish documentation for systems, tools, and internal projects. Policy Alignment:
Assist in shaping IT Service policies and standard procedures across the firm. Conduct debriefs post-incident or project to highlight areas where service can improve. Client Advocacy:
Foster a strong user-support experience by aligning closely with internal stakeholders, including the IT Service Director, Support Center leadership, and managers. Champion process updates and efficiencies. Information Security:
Maintain strict adherence to security guidelines and policies to ensure firm data is managed securely and appropriately. Work Schedule Flexibility:
Availability to work outside normal business hours as needed, whether scheduled or in response to urgent issues.
Technical Skills Required
Advanced experience using ServiceNow and Jira Proficient with cloud-based Automatic Call Distribution (ACD) systems Skilled in building and interpreting service desk metrics and performance data Experienced with Microsoft Windows 10 and Windows 11 environments Strong foundation in customer service methodologies and practices Requirements:
Bachelor's degree or equivalent work history; advanced education is a plus Minimum 8 years leading Level 1 and Level 2 IT service operations 8 or more years of experience in IT support and working with call center/ACD systems 10 years or more of experience in a professional services or law firm environment is preferred At least 5 years in a people-management or supervisory capacity
Compensation & Perks
Salary range: $155,000 to $215,000, based on experience Bonus opportunities based on individual impact and firm performance Extensive benefits including: - Medical, dental, vision, life/AD&D, short-term and long-term disability, long-term care - Health Savings Account, Flexible Spending Account, and access to healthcare advocacy - 10 paid holidays, plus a generous PTO plan - Family-focused benefits such as parental leave, fertility programs, backup childcare/eldercare - Mental health resources and wellness programs - 401(k) plan with profit sharing - Milestone bonuses and continuous learning support - Commuter and transportation benefits - Global travel insurance - Voluntary coverages like auto, home, pet insurance, and prepaid legal - Employee discounts and more
Responsibilities Support Center Oversight:
Lead and supervise the daily performance of the firm's outsourced 24/7 IT Support Center. Work in coordination with the vendor's management staff to address and resolve user inquiries promptly and maintain top-level service quality. Service Request Workflow:
Leverage ServiceNow and Jira to log, manage, escalate, and close tickets, tracking each request from start to finish. Maintain visibility across all interactions and ensure users stay informed until their issue is resolved. Tool Utilization Monitoring:
Direct and assess how support teams and local IT departments use ticketing systems. Focus on improving ticket documentation, the quality of solutions provided, ticket duration, and first-call resolution rates. Analytics & Reporting:
Review support center metrics and incident data to produce actionable reports. Collaborate with IT Service Managers on building dashboards that help them monitor team performance and identify opportunities to optimize support delivery. System Oversight:
Provide support in managing the call-tracking infrastructure (experience with cloud-based ACD systems is a plus), ServiceNow email integrations, and customer portal workflows to ensure proper routing and timely resolution of tickets. Knowledgebase Support:
Help curate and manage the internal knowledgebase. Write and revise content to maintain accuracy and relevance, and work with other IT teams to publish documentation for systems, tools, and internal projects. Policy Alignment:
Assist in shaping IT Service policies and standard procedures across the firm. Conduct debriefs post-incident or project to highlight areas where service can improve. Client Advocacy:
Foster a strong user-support experience by aligning closely with internal stakeholders, including the IT Service Director, Support Center leadership, and managers. Champion process updates and efficiencies. Information Security:
Maintain strict adherence to security guidelines and policies to ensure firm data is managed securely and appropriately. Work Schedule Flexibility:
Availability to work outside normal business hours as needed, whether scheduled or in response to urgent issues.
Technical Skills Required
Advanced experience using ServiceNow and Jira Proficient with cloud-based Automatic Call Distribution (ACD) systems Skilled in building and interpreting service desk metrics and performance data Experienced with Microsoft Windows 10 and Windows 11 environments Strong foundation in customer service methodologies and practices Requirements:
Bachelor's degree or equivalent work history; advanced education is a plus Minimum 8 years leading Level 1 and Level 2 IT service operations 8 or more years of experience in IT support and working with call center/ACD systems 10 years or more of experience in a professional services or law firm environment is preferred At least 5 years in a people-management or supervisory capacity
Compensation & Perks
Salary range: $155,000 to $215,000, based on experience Bonus opportunities based on individual impact and firm performance Extensive benefits including: - Medical, dental, vision, life/AD&D, short-term and long-term disability, long-term care - Health Savings Account, Flexible Spending Account, and access to healthcare advocacy - 10 paid holidays, plus a generous PTO plan - Family-focused benefits such as parental leave, fertility programs, backup childcare/eldercare - Mental health resources and wellness programs - 401(k) plan with profit sharing - Milestone bonuses and continuous learning support - Commuter and transportation benefits - Global travel insurance - Voluntary coverages like auto, home, pet insurance, and prepaid legal - Employee discounts and more