Director, IT Service and Support

Nixon Peabody LLP; New York (NY); Remote; USD 180,000 - 278,000; Full time

Job summary

Nixon Peabody LLP is looking for a Director of IT Service and Support. This role involves leading IT support functions, requiring strong technical expertise and experience in the legal industry. The ideal candidate will have a deep understanding of ITIL and ITSM frameworks, as well as excellent leadership skills. A remote work arrangement is available.

Qualifications

• 10 years of experience in IT service and support.
• Experience leading teams in a large organization.
• Knowledge of legal and regulatory IT requirements.

Responsibilities

• Oversee IT service and support functions.
• Lead a team of support personnel.
• Develop and manage budgets for IT services.

Skills

Networking

Applications

Integrations

Troubleshooting

Communication

Strategic thinking

Problem-solving

Education

Bachelor's degree in Information Technology

Advanced degree preferred

Tools

ITIL

ITSM

Job description

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Job Description:

The Director, IT Service and Support, is responsible for leading our Service and Support functions in our AmLaw 100 Firm. The ideal candidate will possess Legal industry IT experience, a strong and diverse technical background, including expertise in networking, applications, integrations, and troubleshooting. Additionally, the candidate must have a profound understanding and application of ITIL and ITSM concepts, coupled with technical experience in leading a high performing support organization. A remote work arrangement is available for this position.

Job Description:

The Director, IT Service and Support, is responsible for leading our Service and Support functions in our AmLaw 100 Firm. The ideal candidate will possess Legal industry IT experience, a strong and diverse technical background, including expertise in networking, applications, integrations, and troubleshooting. Additionally, the candidate must have a profound understanding and application of ITIL and ITSM concepts, coupled with technical experience in leading a high performing support organization. A remote work arrangement is available for this position.

A career at Nixon Peabody is the opportunity to do work that matters. It’s the chance to use your knowledge to shape what’s ahead. To share, to innovate, to learn at a firm that taps the power of collective thinking.

We’ve created a dynamic, energizing environment that promotes success for our clients and each other. We offer fast growth, connectedness and training in business as well as law. And our rigorous standards assure you are part of a diverse team of top talent at every turn.

If you’re someone who’s looking toward the future, we’d love to hear from you.

Location: Boston, MA; Chicago, IL; Los Angeles, CA; New York City, NY; Rochester, NY; San Francisco, CA; Washington, DC

Reporting relationships:

This position reports to the Chief Information Officer.

This position directly supervises Service Managers.

• Oversee and manage the IT service and support functions, ensuring the delivery of high-quality services to all firm employees, partners, clients, and vendors.
• Utilize existing ITIL and ITSM frameworks to optimize service delivery and improve operational efficiency.
• Lead a team of support personnel, providing mentorship, training, and professional development to ensure high performance and growth.
• Collaborate with other IT departments and functional areas to ensure seamless integration of IT services and systems across the firm.
• Assist with Analyzing, troubleshooting, and resolving complex technical issues related to networking, applications, and system integrations.
• Develop and manage budgets, ensuring cost-effective use of resources while maintaining high standards of service.
• Stay abreast of the latest industry trends and technologies to continuously improve IT service and support processes.
• Ensure compliance with all relevant legal and regulatory requirements related to IT services.
• Perform other duties as assigned.
  
  
  

To perform this job successfully, you must be able to perform each essential job responsibility listed above, satisfactorily, with or without reasonable accommodation. Nixon Peabody retains the right to change or assign other duties to this position. The requirements listed below are representative of the skills and abilities required.

• At least 10 years of experience in IT service and support, with experience leading teams.
• Bachelor's degree in Information Technology, Computer Science, or a related field; advanced degree preferred.
• In-depth knowledge of ITIL and ITSM frameworks and their application in a large organization.
• Excellent communication and interpersonal skills, with the ability to work collaboratively across departments.
• Strategic thinker with strong problem-solving abilities and a results-oriented approach.
• Experience in budget management and resource allocation.
• Understanding of legal and regulatory requirements related to IT services.
• Advanced certifications in ITIL, ITSM, networking, or related areas.
• Experience working in a law firm or similar professional services environment.
• Proven ability to drive change and improve processes within an IT department.
• Familiarity with the latest technologies and trends in IT service and support.
  
  
  

In accordance with applicable Federal and State laws, the anticipated annual salary range for this position, depending on location, is as follows:

• Rochester, NY: $148,500 to $228,800
• Boston, MA: $163,500 to $251,900
• Chicago, IL: $163,500 to $251,900
• Los Angeles, CA: $163,500 to $251,900
• Washington, DC: $163,500 to $251,900
• New York, NY: $180,000 to $277,200
• San Francisco, CA: $180,000 to $277,200
  
  
  

In addition to a standard benefits package, this role may be eligible for additional contingent compensation based on an array of factors, including but not limited to: work performance, geographic location, work experience, education, and qualifications. Because such contingent compensation is not yet calculable or may be zero ($0) in some circumstances, the above-listed salary range(s) are Nixon Peabody’s good faith estimate of the annual salary(ies) it reasonably expects to pay for the position at the time of this posting.

Nixon Peabody LLP is an Equal Opportunity / Affirmative Action Employer: Disability / Veteran. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative, we will consider for employment qualified applicants with arrest and conviction records.

To comply with Federal law, Nixon Peabody participates in E-Verify. All newly hired employees are verified through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to confirm their identity and employment eligibility. Please refer to the Notice of E-Verify Participation and the Right to Work posters on the Nixon Peabody Careers page for more information.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Law Practice

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