Senior Manager, Technology

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

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:

• 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.

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