Senior Technology Services Leader

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

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