Help Desk Manager

The purpose of this position is to ensure the operation of the I.T. Department in alignment with firm policies, I.T. standards, and the business objectives of the organization. The Manager is responsible to plan, coordinate, communicate, design, test, and manage I.T.-related activities, as well as provide administrative direction and support for daily operational activities of the I.T. Customer Support department for their designated offices. This position works closely with decision makers in other departments to identify, recommend, develop, implement, and support technology solutions for all aspects of the organization. The manager is responsible for the implementation of support procedures, hardware/software rollouts, participation in projects, and ensuring their team follows best practices. The position is technical in nature and focuses on the highest levels of customer service and professional communication. This is a full-time, exempt position based in the Washington D.C. office. Essential Duties and Responsibilities Work independently to manage assigned offices’ information technology needs in accordance with firm policies, I.T. standards, and organizational goals. Requires technical oversight and occasional backup for tier two I.T. support activities including office telephone systems, desktops/laptops hardware and software, office A.V./meeting needs, iPhones and cellular service plans, and printer maintenance Assist firmwide teams (e.g., Infrastructure Team) with servers, services, network infrastructure, A.V. equipment, and disaster recovery / business continuity for assigned offices Participate in projects at varying levels including office moves/renovations, yearly technology refresh, onboarding initiatives, and conferences for assigned offices Own customer satisfaction for assigned offices by maintaining strong relationships with office stakeholders and internal customers, acting on feedback, and managing internal escalations/de-escalations as needed Serve on the I.T. Communications team by drafting, sending, and supporting others in sending clear, professional technology communications to staff, assigned offices, and (when appropriate) firmwide audiences Monitor and manage the work of I.T. staff in assigned offices including remote I.T. staff Administrative responsibility for all assigned personnel. Supervise team members on a day-to-day basis; evaluate performance; provide on-going coaching and counseling; responsible for conducting performance appraisals Manage personnel actions including hiring, terminations, promotions, and reassignment of resources Creating and maintaining operating and capital budget for the assigned offices Participate in projects and meetings as assigned; provide timely updates to management and internal customers; and ensure involvement, commitment, and communications with internal customers around project initiatives Serve as the point of contact between outsourced vendors supporting assigned offices and other internal I.T. groups Assure that production issues are resolved on a timely basis, meet production service levels and schedules Provide input to policy level direction including standards and procedures, when necessary Ensure proper turnover and change control management procedures are followed Purchase and expense approved equipment and software appropriately. Other duties as assigned Core Competencies Excellent communication skills, both oral and written Proven leadership and supervisory skills Ability to work well with internal and external clients Strong organizational skills, problem solving skills and attention to detail Focused on providing the highest level of customer support and service Budget planning, purchasing, executing against planned budgets, and individual expense management Knowledge And Skills Bachelor's Degree required or 10 years relevant I.T. managerial experience 5+ Years of Information Technology Management (including management of I.T. Personnel); law firm experience is preferred; professional service firm experience is required Familiarity and strong knowledge of a variety of technology concepts, practices, products, and procedures are required Excellent communication and interpersonal skills are required Strong skills to deal with varying levels of internal customers is required Strong leadership skills are required Strong “hands-on” technical experience required Extensive experience and judgment to plan and accomplish goals Strong critical thinking ability is required Business knowledge to maintain fiscal planning and controls are required Ability to multi-task is required Ability to make independent decisions required Extent of Contact High level of contact with: Director of I.T. Customer Support Direct reports in assigned offices including remote direct reports Office Director of Administration (assigned offices) Change Control Technical Advisory Board Other I.T. departments Internal customers (lawyers, paralegals, paralegal clerks, secretaries, etc.) Moderate level of contact with: Occasional Level of contact with: Clients for technology collaboration on projects Physical Demands Must be able to lift/move most computer equipment weighing under 35 pounds. Must be able to sit or stand for long periods of time. Must be able to lift, squat, kneel and bend. Must be able to retrieve and replace objects from high shelves using appropriate step ladder. Working Condition and Environment Light travel required between the assigned offices. Hours are usually in excess of normal work week in order to accomplish essential functions of the job. Must be available on call to handle maintenance/emergency issues 24 hours a day, 7 days a week. This role may be hybrid and will require a minimum of three days per week (or at least 60%) present in the office, and up to two days per week (40%) may be performed remotely. #J-18808-Ljbffr