Senior IT Services & Strategy Manager

BCLP; New York (NY); On-site; USD 179,000 - 219,000; Full time

Job summary

BCLP in New York is seeking a Senior Manager, Technology to lead the IT support arm, ensuring frontline end-user support is effective and well funded across the firm.

The role oversees Service Desk, Application Support and training programs, builds intranet resources, and delivers monthly reports while collaborating with lawyers, IT managers and administrative staff. Travel may be required.

You will shape IT processes, develop KPIs and drive improvements that align with firm strategy.

Qualifications

• Minimum ten (10) years experience in this field or equivalent combined experience.
• Ability to communicate technological problems to non-technical personnel.
• Ability to develop strategic planning documents on Remote Computing, Service Desk and End User Support processes.
• Ability to collaborate with others, synthesize and evaluate problems and opportunities.
• Requires the ability to regularly report to work on the days and times scheduled.

Responsibilities

• Prepares IT support service level plans in collaboration with Lawyers, IT Managers and staff.
• Ensures all projects adhere to defined IT processes and policies.
• Uses Service Now to develop, integrate and support metrics and drive improvement.
• Develops and delivers effective training systems and programs.
• Maintains intranet training content and resources.
• Delivers end-user support desksides service enhancements and measures satisfaction.
• Produces monthly management reports.
• Coordinates with Project Managers to meet deadlines on approved projects.
• Forms and manages teams for IT Support Services personnel and develops team leaders.
• Implements KPI measurements for group success and client feedback.
• Communicates immediate and long-term tech problems and training needs firmwide.

Skills

Project management

Leadership

Budget management

Strategic planning

Communication to non-technical

Job description

BCLP in New York is seeking a Senior Manager, Technology to lead the IT support arm, ensuring frontline end-user support is effective and well funded across the firm.

The role oversees Service Desk, Application Support and training programs, builds intranet resources, and delivers monthly reports while collaborating with lawyers, IT managers and administrative staff. Travel may be required.

You will shape IT processes, develop KPIs and drive improvements that align with firm strategy.