IT Service & Support Leader

Hodgson Russ LLP; Buffalo (NY); On-site; USD 84,000 - 103,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

Long-term disability

401(k)

Paid Time Off

Pension Plan

Job summary

Hodgson Russ LLP seeks a Manager of Service & Support to lead delivery of high-quality IT services from the Buffalo office. You will manage cross-office teams, oversee incidents, escalation, metrics, and ServiceNow governance while coaching the Service Desk staff and Knowledge Specialist.

Required are a bachelor’s degree in a technology field and at least five years of staff management plus comprehensive system administration and vendor management experience.

Qualifications

• Bachelor’s degree in computer science, MIS, business, informatics, or related technology field.
• Minimum five years of experience managing staff, including hiring, developing, and retaining talent.
• Minimum five years of experience administering, supporting, and troubleshooting systems, plus managing vendor relationships.
• Experience leading service desk teams across multiple offices and driving service improvements.

Responsibilities

• Oversee incidents and requests to ensure timely, high-quality resolution.
• Act as escalation point for complex issues and coordinate resolution across support teams.
• Lead Problem Management by analyzing incident trends and reducing recurring issues and call volume.
• Define, manage, and improve service metrics and SLAs (e.g., first contact resolution, resolution time, customer satisfaction).
• Establish and improve service desk processes to enable efficient escalation, collaboration, and service delivery.
• Oversee ServiceNow ticket quality and knowledge management practices.
• Lead and develop the Service Desk team and the ServiceNow Knowledge Specialist.

Skills

Team leadership

Incident management

Customer service

ServiceNow

Vendor management

Effective communication

Education

Bachelor's degree in computer science MIS business informatics or related field

Tools

ServiceNow

Job description

Hodgson Russ LLP seeks a Manager of Service & Support to lead delivery of high-quality IT services from the Buffalo office. You will manage cross-office teams, oversee incidents, escalation, metrics, and ServiceNow governance while coaching the Service Desk staff and Knowledge Specialist.

Required are a bachelor’s degree in a technology field and at least five years of staff management plus comprehensive system administration and vendor management experience.