Associate Director of Technology Services - NY

Latham & Watkins LLP; New York; On-site; USD 260,000 - 290,000; Full time

Benefits offered by this job

Healthcare, life and disability

Generous 401k plan

11+ holidays + 23 days PTO

Well-being programs

Professional development

Employee discounts

Affinity groups and networks

Job summary

Latham & Watkins LLP is seeking an Associate Director of Technology Services for the New York office. This role leads the NY technology services team, aligning delivery with Global Technology strategy and overseeing help desk, hardware/software deployment, asset management, and lifecycle practices.

The ideal candidate has extensive ITIL-based service delivery experience, strong leadership and communication skills, and a track record of improving performance and customer satisfaction in a

Qualifications

• Six+ years managing a Technology support team
• Six+ years supporting enterprise-level technology systems
• Five+ years overseeing technology service delivery in a standards-based environment (ITIL)
• Demonstrated leadership to continually improve service delivery and customer satisfaction
• Technical knowledge of desktop applications, systems configuration, networking, and telecommunications
• Undergraduate degree or equivalent
• Bachelor’s degree in CS/BIS or related field, preferably

Responsibilities

• Lead delivery, execution and improvement of technology services for the NY office
• Oversee help desk, hardware/software deployment, asset management, and lifecycle practices
• Coordinate with NY Director of Administration and Global Technology to align with business needs
• Ensure ITIL-based processes, SLAs, reporting and escalation management
• Collaborate with lawyers and business services to optimize technology use in the office
• Protect and secure highly sensitive and proprietary information

Skills

Leadership

Communication

Problem solving

Independent decision making

Customer service

Team building

Coaching

Performance analysis

Education

Bachelor’s degree in Computer Science, Business Information Systems, or related field

Tools

ITIL framework

Enterprise technology systems

Job description

About Latham & Watkins

Latham & Watkins is one of the world’s leading global law firms advising the businesses and institutions that drive the global economy. We are the market leaders in major financial and business centers around the world. Our investment in people, commitment to innovation, and focus on the future empower you to build an incredible career and thrive as an exceptional professional in a supportive culture. If you aspire to be the best, and work with the best, this is where you belong.

About the Role

The Associate Director of Technology Services – NY is an integral part of Latham’s Technology & Information Services team.This role will be responsible for leading the delivery, execution, and continual improvement of technology services for the New York office, in alignment with Global Technology strategy, including customer support, hardware deployment, software deployment, inventory management, technology adoption, audiovisual support, and hardware lifecycle practices, while overseeing the New York Technology support function, including daily operations, help desk support, hardware and software installation, asset management, systems configuration, resource scheduling, and escalation management. This role will be located in ourNewYorkoffice.

Responsibilities & Qualifications

Other key responsibilities include:

• Ensuring adherence to ITIL and other standards-based service management practices, including active ticket management, queue oversight, workflow management, service level tracking, performance reporting, and continual improvement of support processes
• Overseeing local incident response coordination during unplanned outages or service interruptions, ensuring effective remediation, timely escalation, and clear communication to impacted customers and office stakeholders
• Engaging with the New York Director of Administration and Global Technology leaders to ensure alignment between technology service delivery and office business needs, with a focus on high-quality, customer-focused technical services
• Ensuring alignment of priorities and responsibilities, in coordination with the Senior Manager of Technology Lifecycle and Workplace, as well as the seamless delivery of technology support services for the NY office.
• Consulting with practicing lawyers, office leadership, and business services departments to understand how technology is used in the business context of the New York office and to identify opportunities for improvement
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains

We’d love to hear from you if you:

• Possess excellent leadership and communication skills (i.e. organizing, consulting, planning, problem-solving, and independent decision making) necessary for effective management and interaction with people at all organizational levels of the firm
• Exhibit demonstrable knowledge of utilizing team building, coaching and motivational skills within a customer service focused environment
• Display demonstrable service management and delivery management skills, including performance and process analysis and reporting and optimization (e.g. ITIL v2/v3)

And have:

• An undergraduate degree or equivalent
• A bachelor’s degree in Computer Science, Business Information Systems, or related field, preferably
• A minimum of six (6) years of experience managing a Technology support team
• A minimum of six (6) years of experience supporting enterprise level technology systems
• A minimum of five (5) years of oversight of technology service delivery management in a standards-based (e.g. ITIL) environment
• Extensive experience in leading and driving teams to ensure team and individual performance levels meet and exceed customer expectations consistently, with a proven track record of continual improvement
• Demonstrated technical knowledge of and experience supporting desktop applications, systems configuration, networking and telecommunications

Benefits & Additional Information

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham’s comprehensive benefit program which includes:

• Healthcare, life and disability insurance
• A generous 401k plan
• At least 11 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
• Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
• Professional development programs
• Employee discounts
• Affinity groups, networks, and coalitions for lawyers and staff

Latham & Watkins is an equal opportunity employer. The Firm prohibits discrimination against any employee or applicant for employment on the basis of race (including, but not limited to, hair texture and protective hairstyles), color, religion, sex, age, national origin, sexual orientation, gender identity, veteran status (including veterans of the Vietnam era), gender expression, marital status, or any other characteristic or condition protected by applicable statute.

Pay Range

USD $260,000.00 - USD $290,000.00 /Yr.