Director, IT Service and Support

ISACA; New York (NY); Remote; USD 130,000 - 180,000; Full time

Job summary

A leading company in the legal industry is seeking a Director of IT Service and Support to oversee service and support functions. The ideal candidate will have extensive IT experience, particularly within legal frameworks, and strong leadership skills to manage a high-performing team effectively. This role offers remote work flexibility and the opportunity to influence operational efficiency through ITIL and ITSM best practices.

Qualifications

• 10+ years of IT service and support experience with a focus on team leadership.
• In-depth knowledge and application of ITIL and ITSM frameworks.
• Experience in legal or professional services firms is a plus.

Responsibilities

• Oversee IT service and support functions, ensuring high-quality service delivery.
• Lead a team of support personnel and provide professional development.
• Analyze and resolve complex technical issues related to IT services.

Skills

Leadership

Communication

Problem-solving

Team management

ITIL knowledge

Technical troubleshooting

Education

Bachelor's degree in Information Technology

Advanced degree preferred

Tools

ITIL certifications

Networking tools

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.
• Proven expertise in networking, applications, integrations, and troubleshooting.
• Strong leadership and team management skills, with experience in mentoring and developing support personnel.
• 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.