Senior Manager, Technology

Bryan Cave Leighton Paisner LLP; New York (NY); On-site; USD 179,000 - 219,000; Full time

Job summary

Bryan Cave Leighton Paisner LLP in New York is seeking a Senior Manager, Technology to lead the IT support arm, defining service levels and end-user support across the firm. The role oversees Service Now usage, training programs, intranet content, and coordination with lawyers, IT managers and staff to meet deadlines.

The successful candidate will have a proven track record in project, people and budget management, with strong communication skills and the ability to translate technical concepts

Qualifications

• Excellent project, conflict, and people management.
• Excellent leadership skills and experience.
• Excellent managerial skills including personnel, budget and deliverables management.
• Ability to communicate technological problems, problem solving and new technologies 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.
• Ability to understand interrelated issues and impact of technology changes on workflow/work processes.
• Requires the ability to regularly report to work on the days and times scheduled.

Responsibilities

• Prepares strategic IT Support service level plans in collaboration with appropriate Lawyers, IT Managers, Administrative Staff, the Associate Director, Technology Partner and appropriate committees
• Ensures all projects adhere to defined IT processes and policies
• Use of Service Now to develop, integrate and support metrics, and use those metrics to drive improvement and trend discovery.
• Develops and delivers effective training systems and programs in the assigned local offices
• Accounts for Firmwide training content in the Intranet system used for multimedia training, frequently asked questions, "How Do I?", Train the Trainer resources, etc.
• Ensures Intranet content is input and maintained for areas of responsibility
• Delivers Service Desk, Application Support and end user support desksideservice enhancements and measures increase in end user satisfaction levels
• Conduct research to determine possible improvements in service levels and support processes
• Coordinate with Project Managers to ensure necessary resources are available to meet scheduled deadlines on approved projects
• Forms and manages teams for all IT Support Services personnel and develops team building skills of team leaders
• Prepares monthly management reports
• Works with lawyers/clients on process redesign utilizing technology
• Develops, manages and reports on prioritization process for end user requests on problem resolution
• Prepare presentations regarding overall support functions upon request
• Identifies slippage in timing, costs and resources; develops strategies to correct
• Develops and measures Key Performance Indicators for group success and provides feedback to internal/external clients
• Acts as key communicator regarding immediate and short-term technology problem solving as well as short and long-term training issues Firmwide

Skills

Project management

Leadership

People management

Technical communication

Strategic planning

Cross-functional collaboration

Problem solving

Time management

Education

Bachelor's degree

Job description

Legal Notice

We appreciate your interest in Bryan Cave Leighton Paisner LLP (“BCLP” or “the Firm”). The next step for exploring a career at BCLP is to submit your application. Your application will be based on the information that you provide to us on the application form and any resume or other information you provide to the Firm (“Application”). In submitting this Application, you agree to the following terms and conditions and that you have the required legal capacity to enter into and be bound by these terms and conditions. To the extent consent is legally required in the United States, Australia, Israel and Saudi Arabia, you also consent to the Firm processing your Application (including conducting pre-hiring and other checks), as set out below:

1. True, Complete and Correct Application: I certify that all the information furnished on this Application, and during the application process, is true, complete and correct to the best of my knowledge. I understand that any misrepresentation, falsification or omission of facts may result in refusal to hire or may result in my dismissal at any time regardless of when the false answer or omissions are discovered, if employed by, or am a partner in, the Firm.

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5. Equal Employment Opportunity: I understand BCLP is an equal employment opportunity employer and that BCLP strictly prohibits discrimination based on race, color, religion, national origin, age, military status, gender (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity, gender expression, marital status, mental or physical disability, genetic information, or any other basis protected by applicable law. I understand that BCLP also strictly prohibits harassment of applicants or employees based on any protected class or status.

6. Reasonable Accommodations/Adjustments: I understand that BCLP complies with all applicable laws respecting applications for employment, including consideration of unemployment status in making hiring decisions where appropriate. I understand that applicants with disabilities may be entitled to reasonable accommodation/adjustment under applicable laws. I will inform the Firm’s representative if I need an accommodation/adjustment to assist in completing this Application or to otherwise participate in the application process.

For U.S. Applicants Only:

7. At Will Employment: I recognize that this Application is not an offer of employment. I agree that if I am hired by the Firm, I will be an at-will employee, meaning that either the Firm or I may end the employment relationship at any time with or without cause or notice. I understand that only the Firm’s Chief Executive Officer and no other Firm manager, supervisor, or representative has authority to enter into any agreement for employment for any specified period of time, or to make any agreement contrary to the at-will employment relationship, and with respect to the Chief Executive Officer, any such agreements must be in writing and are subject to approval by the Firm's Board of Directors. I further understand and agree that, except for employment-at-will status, if hired, my wages, hours, working conditions, job assignment(s), and compensation rate(s) will be subject to change by the Firm.

8. Non-Solicitation and Non-Disclosure Agreements: I understand that if I am offered employment, I may be required to sign non-solicitation and non-disclosure agreements, as a condition of employment.

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• The BCLP Firm to which you are applying is responsible (i.e., it is the ‘Data Controller’) for the personal information it collects from you (see our Legal Notices for further details).
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If you have any questions or wish to exercise your privacy rights, please send a written and dated request to [e-mail].

Position(s) I am Applying for

Senior Manager, Technology

At BCLP, we’ve built our firm on the foundations of thinking differently. Curious, inquisitive and unbound by tradition, we’re building change within our sector and beyond.

It starts with our people, which is why we need a Senior Manager, Technology, to join our team. This position manages the support arm of IT which provides front-line support for all Bryan Cave users. It manages all aspects of planning and determines support requirements needed to provide the level of end-user support the Firm requires and is willing to fund.

Responsibilities

• Prepares strategic IT Support service level plans in collaboration with appropriate Lawyers, IT Managers, Administrative Staff, the Associate Director, Technology Partner and appropriate committees
• Ensures all projects adhere to defined IT processes and policies
• Use of Service Now to develop, integrate and support metrics, and use those metrics to drive improvement and trend discovery.
• Develops and delivers effective training systems and programs in the assigned local offices
• Accounts for Firmwide training content in the Intranet system used for multimedia training, frequently asked questions, "How Do I?", Train the Trainer resources, etc.
• Ensures Intranet content is input and maintained for areas of responsibility
• Delivers Service Desk, Application Support and end user support deskside service enhancements and measures increase in end user satisfaction levels
• Conduct research to determine possible improvements in service levels and support processes
• Coordinate with Project Managers to ensure necessary resources are available to meet scheduled deadlines on approved projects
• Forms and manages teams for all IT Support Services personnel and develops team building skills of team leaders
• Prepares monthly management reports
• Works with lawyers/clients on process redesign utilizing technology
• Develops, manages and reports on prioritization process for end user requests on problem resolution
• Prepare presentations regarding overall support functions upon request
• Identifies slippage in timing, costs and resources; develops strategies to correct
• Develops and measures Key Performance Indicators for group success and provides feedback to internal/external clients
• Acts as key communicator regarding immediate and short-term technology problem solving as well as short and long-term training issues Firmwide

Skills and experience required

• Excellent project, conflict, and people management
• Excellent leadership skills and experience
• Excellent managerial skills including personnel, budget and deliverables management
• Ability to communicate technological problems, problem solving and new technologies 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
• Ability to understand interrelated issues and impact of technology changes on workflow/work processes
• Requires the ability to regularly report to work on the days and times scheduled

Supervisory Responsibility

This position has direct and indirect supervisory responsibilities.

Travel

Periodic travel may be required for this position.

Education/Experience/Certifications

• Bachelors degree
• Minimum ten (10) years experience in this field or equivalent combined experience

Pursuant to the New York pay transparency laws, BCLP is posting a reasonable estimate of a compensation range for this position. At the time of posting, the estimated New York range $179,000 to $218,800. Actual compensation will be influenced by various factors, including but not limited to the level of relevant experience, skill sets, training, licensure and certifications, internal equity, market data, and other job‑related factors permitted by law. The range is based on a full‑time work schedule. Additional compensation may include an annual discretionary bonus.

At BCLP we understand the value of a workforce with diverse perspectives and experiences, and we believe people perform at their best when they can truly be themselves at work. We aim to create an inclusive environment where all our employees are valued, motivated and able to be themselves. In order to provide the best possible service to our robust client base, we are committed to recruiting, retaining, rewarding and developing our people with regard to their abilities and contributions and without reference to their background, gender, gender identity or expression, ethnic origin, age, religion, sexual orientation, socio-economic status, political belief, disability or any other applicable protected characteristic.

• Signee to the United Nations’ Global LGBTQ* Standard of Conduct for Business
• Named by Stonewall as a "Top Global Employer 2025"
• BCLP has received a top score in the HRCF’s Corporate Equality Index for 19 years. On the 2023-2024 index we scored 95%.

BCLP is an equal employment opportunity employer. The Firm strictly prohibits discrimination against any applicant or employee based on race, color, religion, national origin, age, military status, gender (including pregnancy, childbirth, lactation or medical conditions related thereto), sexual orientation, gender identity, gender expression, marital status, mental or physical disability, genetic information, or any other basis protected by applicable law. The Firm also strictly prohibits harassment of applicants or employees based on any protected class or status. The Firm complies with all applicable federal, state and local laws respecting applications for employment, including consideration of unemployment status in making hiring decisions.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and applicable state law. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on BCLP. Please inform the Firm's personnel representative if you need accommodation to assist in completing this application or to otherwise participate in the application process.