Technology Services Lead – New York Office

DBI Staffing; New York (NY); On-site; USD 120,000 - 150,000; Full time

Job summary

DBI Staffing’s Technology Services Manager in New York leads the local technology services team, ensuring reliable, secure IT support for attorneys, practice assistants, and staff. The role coordinates end-user support, AV, and business engagement, partnering with global colleagues to align technology with office needs.

You will drive incident resolution, change management, and service improvements, implement ITIL 4 processes, and optimize ServiceNow usage, while reporting on KPIs like MTTR and

Qualifications

• Bachelor’s degree in a related field; equivalent experience may be considered.
• 7+ years of IT experience with 2–3 years in a supervisory role.
• Experience delivering IT service and AV/conferencing in a professional services environment.
• Ability to collaborate with global teams and manage stakeholder communications.

Responsibilities

• Oversee daily operations of the New York technology services team and manage incidents per SLA.
• Coordinate service delivery for end-user support, AV, and collaboration tools.
• Serve as local escalation point and liaison with global IT teams.
• Lead change readiness, adoption activities, and CSI initiatives.
• Maintain ITIL 4 processes and oversee ServiceNow platforms.
• Provide regular reporting on KPIs such as MTTR, CSAT, and SLA adherence.
• Support security and information protection in day-to-day operations.

Skills

Communication

Analytical thinking

Customer service

Collaboration

Leadership

Education

Bachelor’s degree

Tools

ServiceNow

ITIL 4

Microsoft 365

Teams/Zoom Rooms

iManage/DMS

Job description

DBI Staffing’s Technology Services Manager in New York leads the local technology services team, ensuring reliable, secure IT support for attorneys, practice assistants, and staff. The role coordinates end-user support, AV, and business engagement, partnering with global colleagues to align technology with office needs.

You will drive incident resolution, change management, and service improvements, implement ITIL 4 processes, and optimize ServiceNow usage, while reporting on KPIs like MTTR and