Information Technology Support Manager

DBI Staffing; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

DBI Staffing seeks a Service Delivery & Operations leader for the New York office to oversee daily technology services, incidents, requests, and escalations within our SLA framework. You will manage local service desk, desktop, provisioning, onboarding, and access to apps and security services, partnering with global teams.

You will drive ITIL 4 aligned processes, ServiceNow usage, and AV/conference support, build strong client relationships, and guide change readiness and adoption across the NY

Qualifications

• Bachelor's degree required or equivalent combination of education and experience.
• 7+ years in IT with 2–3 years in a supervisory role.
• Experience delivering tech services with SLA/KPI adherence.
• Experience in legal or professional services environment preferred.
• Experience coordinating with global technology teams.

Responsibilities

• Oversee day-to-day operation of the NY technology services team within SLA framework.
• Manage local delivery of tech services to NY professionals — service desk, desktop, provisioning, onboarding, access to apps and security services.
• Serve as local escalation point coordinating with global infrastructure, application, security, and collaboration teams for timely resolution.
• Establish ownership and communication for high-priority incidents and escalations.
• Ensure local business relationships for technology services with global teams; translate needs into actions.
• Lead local projects and change readiness activities, coordinating with global colleagues.

Skills

Service delivery management

ITIL 4 / ITSM

Stakeholder management

Team leadership

Microsoft 365 & end-user computing

Education

Bachelor's degree

Tools

ServiceNow

ITIL

Microsoft 365

Conferencing tech (Teams/Zoom Rooms)

Job description

Service Delivery & Operations — New York

• Oversee the day-to-day operation of the New York technology services team, ensuring incidents, service requests, and escalations are managed within the firm’s P1–P4 priority and SLA framework
• Manage the local delivery of all technology services to New York legal and business services professionals — service desk, desktop support, hardware provisioning, onboarding/offboarding, collaboration and productivity tools, and access to application and security services
• Serve as a key relationship and service delivery contact for New York attorneys, legal practice assistants, and business services staff, translating their needs into responsive, high-quality service
• Act as the local escalation point for complex or high-impact issues, coordinating with global infrastructure, application, security, and collaboration teams to drive timely resolution
• Ensure appropriate ownership, communication, and follow-through for high-priority incidents and escalations
• Establish local business relationship for technology services in New York, ensuring office needs are understood, communicated, and addressed in coordination with the appropriate global technology teams
• Serve as a local project resource for technology initiatives affecting New York, coordinating with global colleagues to represent business requirements, support change activities, and help manage adoption of new or updated technology services
• Participate in local change readiness and adoption activities for technology initiatives, including stakeholder communication, issue tracking, and feedback collection

Audiovisual (AV) & Event Support

• Manage the delivery of AV services for the New York office, including conference room technology, Teams/Zoom Rooms, video conferencing, town halls, client-facing meetings, and firm events
• Respond to AV incidents at elevated priority during live events and coordinate rehearsals and setup for major meetings
• Engage with New York stakeholders to capture the ‘Voice of the Client,’ using feedback mechanisms such as surveys (CSAT), workshops, and service reviews
• Identify and lead continual service improvement (CSI) initiatives informed by service data, incident trends, and stakeholder feedback
• Champion a client-centric culture, acting as a business relationship point of contact and turning support interactions into trusted partnerships
• Apply and enforce Incident, Request, Problem, Change, and Knowledge Management processes in adherence to ITIL 4 best practices
• Support the effective use and ongoing optimization of ServiceNow as the firm’s ITSM platform for ticketing, workflows, and knowledge
• Drive knowledge base coverage and first-contact resolution by promoting documentation, self-service, and reuse
• Support New York users through GenAI literacy activities such as floor walks, office hours, and targeted enablement
• Promote automation and AI‑assisted approaches to improve service efficiency, ticket deflection, and the overall user experience
• Reinforce information security support in day-to-day operations — endpoint compliance, access management, and security awareness — partnering with the security team on incidents and hand‑offs
• Ensure compliance with Firm policies, information security standards, and applicable regulatory and client requirements
• Provide regular reporting and analysis on key performance indicators—including MTTR, CSAT, SLA adherence, ticket aging, reassignment patterns, to identify trends, service risks, and improvement opportunities
• Oversee asset and configuration management for New York, including inventory accuracy and asset lifecycle management, while supporting local vendor management, maintenance within approved budgets
• Perform other duties as assigned to meet Firm goals and objectives

Qualifications, Experience and Personal Attributes

Education/Training/Certifications:

• Bachelor’s degree in a related field. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job

Professional Experience:

• Minimum of 7 years of professional IT experience, with at least 2–3 years in a supervisory or team management role
• Demonstrated experience managing technology service delivery, end‑user support, and audiovisual/conference‑room services against SLAs/KPIs
• Experience in a legal or professional services environment strongly preferred
• Experience working with global technology teams to support projects, coordinate service delivery, and communicate local business requirements preferred

Technical Skills:

• Proficiency in Microsoft 365 products and modern end‑user computing environments
• Hands‑on experience supporting AV and conferencing technologies (e.g., Microsoft Teams Rooms/Zoom Rooms, Crestron/Cisco systems, digital signage, and event production support)
• Strong knowledge of IT service management best practices and tools, particularly ServiceNow and ITIL 4 processes
• Working knowledge of the firm’s GenAI platforms (e.g., Microsoft 365 Copilot) and their responsible, value‑driven adoption
• Familiarity with legal and business applications (e.g., iManage/DMS) and information security fundamentals
• Strong written and verbal communication skills, able to communicate effectively and professionally with all levels of the Firm and outside vendors
• Client‑centric mindset with strong customer service orientation and sound independent judgment
• Ability to drive issues to conclusion, influence cross‑functional teams, and balance business priorities with operational requirements
• Analytical, data‑driven approach to service performance and problem‑solving
• Ability to work under pressure, meet deadlines, and manage shifting priorities and events
• Strong attention to detail, organizational skills, and the ability to handle multiple concurrent priorities
• Maintains confidentiality and exercises discretion
• Self‑starter with a high level of initiative and a commitment to continuous improvement and innovation
• Collaborative and relationship‑oriented, with the ability to work effectively with local and global teams to address business needs and support technology projects

Management Accountabilities:

• Manages assigned direct reports with regard to performance appraisals, annual compensation, goal setting, performance counselling, and development
• Conducts analysis of staffing levels and participates in the recruitment process for the New York technology services team
• Sets priorities, delegates efficiently, and ensures appropriate service and AV coverage across business hours and events
• Determines and implements change processes to improve workflow efficiencies and service quality
• Provides input on operational budget and staffing recommendations, and fosters a culture of service excellence, collaboration, and innovation — including GenAI adoption