Manager: IT Services
Core
Manage and deliver IT services, AV support, and security compliance for the Chicago office of a global law firm, serving attorneys and business staff.
Role type
Manager, IT Services (Service Delivery & Operations)
Builds
Reliable, secure IT service delivery and event support for a law firm's Chicago office
Domain
Legal services / IT Service Management (ITSM)
Required skills
ITIL 4, ServiceNow, incident management, SLA management, stakeholder management, AV systems management, security compliance, change management, reporting and analysis
Preferred skills
GenAI enablement, continual service improvement (CSI), automation, knowledge management
Technologies
ServiceNow, Teams, Zoom, ITIL 4
Responsibilities
Oversee day-to-day operations of the Chicago technology services team; Manage delivery of technology services including service desk, desktop support, hardware provisioning, and access management; Act as local escalation point for complex issues; Manage AV services for conferences and events; Engage stakeholders to capture feedback and lead continual service improvement initiatives; Enforce ITIL processes and optimize ServiceNow usage; Support GenAI literacy and automation initiatives; Ensure security compliance and provide performance reporting.
Seniority
Manager, hands-on leadership
