IT Service Delivery Manager

DRI, The Voice of the Defense Bar; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

A prestigious law firm seeks an IT Service Delivery Manager to oversee the IT Help Desk and Deskside Support functions. This role demands a seasoned professional with extensive IT management experience and leadership skills to ensure high-quality IT service delivery across global operations, focusing on continuous improvement and collaboration.

Qualifications

• 8+ years in IT management or senior roles in professional services.
• Advanced leadership and strong communication skills.
• Proven ITIL experience with ITSM tools.

Responsibilities

• Supervise Help Desk and Deskside teams for seamless IT support.
• Monitor performance using KPIs and implement improvements.
• Lead coordination for hardware/software issues and manage IT projects.

Skills

Leadership

Strong communication

Problem-solving

Tools

ServiceNow

Microsoft Office 365

Windows 10/11

Active Directory

Exchange

Job description

At Fried Frank, we’re a community of 800 lawyers and 500 business services professionals across New York, Washington, DC, London, Frankfurt, and Brussels. We advise leading corporations, investment funds, and financial institutions on high-stakes M&A, securities, regulatory matters, real estate, and litigation. Our culture is grounded in our core values — excellence, integrity and collaboration — and is designed to foster continuous learning, meaningful mentorship, and lasting professional growth. We are firmly committed to pro bono service and social justice, building on a proud legacy in civil rights. Our inclusive talent strategy is a core part of our broader talent management efforts and we remain steadfast in fostering a workplace where everyone has the opportunity to grow, thrive, and become their best professional and personal selves. Our business services professionals are integral to the firm’s success, driving innovation, operational excellence and exceptional client service across all areas of the firm. We offer competitive compensation and a comprehensive benefits package, including comprehensive medical coverage, retirement plans and health and wellness initiatives designed to support your personal and professional wellbeing. We welcome passionate, driven individuals to join us, and be part of a team where you’ll be supported, inspired and empowered to build an exceptional career.

Position Summary :

The IT Service Delivery Manager is responsible for overseeing the day-to-day operations of the IT Help Desk and Deskside Support functions collaboratively across all regions, as well as the Problem Management function globally. This role involves leading a team of IT professionals, ensuring the smooth resolution of technical issues, and maintaining high standards of IT service delivery to the firm's partners and staff. Additionally, the IT Service Delivery Manager will collaborate closely with their counterpart in the UK to align service delivery strategies, share best practices, and drive continuous improvements across the firm’s global IT support functions. Acting as a senior technical escalation point, this role will also focus on enhancing ITIL-based processes and ensuring consistent service excellence worldwide.

Duties & Responsibilities:

• Supervise the IT Help Desk and Deskside teams collaboratively with the Service Delivery Manager in the UK, ensuring continuous IT support aligned with the firm’s follow-the-sun model.
• Provide cross-regional support by backing up the UK Service Delivery Manager during absences, such as vacations or other leaves, to maintain seamless service delivery globally.
• Work in close collaboration with the UK Service Delivery Manager to ensure alignment of service strategies and processes across regions.
• Monitor and report on Deskside Support and Help Desk performance using KPIs, driving continuous improvement initiatives.
• Act as the first point of escalation for any service-related issues and ensure timely resolution.
• Lead the coordination and resolution of hardware and software problems across all offices collaboratively with the Service Delivery Manager in the UK.
• Conduct root cause analysis and manage the Known Error Database to prevent problem recurrence.
• Facilitate Problem Review meetings and collaborate with global teams to enhance system resilience.
• Identify opportunities for service enhancement and implement initiatives to improve customer satisfaction and IT service efficiency.
• Train, coach and mentor IT staff, focusing on upskilling and addressing knowledge gaps.
• Serve as the senior technical lead and escalation point for complex technical issues.
• Manage special IT projects and support the implementation of new technologies.

Qualifications:

• 8+ years of experience in IT management or a senior technical role within a law firm or professional services environment.
• Advanced leadership skills to ensure staff are productive and happy.
• Strong communication skills, with the ability to influence and collaborate across all levels of the organization.
• Proven experience in an ITIL-based framework and processes.
• Strong experience with ITSM tools (e.g., ServiceNow) and KPI reporting.
• In-depth knowledge of Windows 10/11, Microsoft Office 365, Active Directory, Exchange, SCCM, and remote working technologies (Citrix, VPN, DUO).
• Familiarity with mainstream legal applications (e.g., iManage, Litera products, Elite 3E, Interaction).
• Excellent problem-solving and analytical skills, with the ability to manage multiple priorities under pressure.
• A commitment to ensuring synchronicity across regions by maintaining consistency in knowledge sharing, security access, process alignment, and training initiatives.
• Demonstrated ability to work closely with global counterparts to foster a cohesive IT service approach that supports the firm’s strategic objectives.