Regional Information Technology Manager

The IT Regional Manager - US manages geographical offices’ IT functions, staff, resources and quality of support for the US Region. Works with Director of IT Service, as well as US territory IT Service Managers to deliver unified IT services and solutions.

In this capacity, the IT Regional Manager - US will:

• Ensure exceptional customer service to all internal and external customers; proactively promote and model client service excellence among regional teams and across the broader IT organization; facilitate customer advocacy to drive timely service resolution;
• Leadership oversight for operational availability of office-technology equipment including computers, printers, peripheral hardware and video conferencing equipment;
• Utilize IT service management applications and tools (specifically ServiceNow and Jira) in conjunction with departmental best practices to create, update, escalate, and close tickets, recording the life-cycle of all service requests. Ensure call ownership by acting as a liaison between Firm-side IT groups and customers, keeping them informed of service request status until resolution;
• Manage regional office team’s performance management and set goals and objectives; ensure their continuous technical and professional development; influence them to be flexible and adaptable to the changing needs of their customers and office needs; provide opportunities for team members to build and demonstrate new skills and achievements;
• Management participation in planning and supporting Enterprise meeting technology events including video conferences, presentations and client meetings;
• Build trusted relationships with office management and customers; Provide technology consultancy to deliver business solutions to drive office success;
• Assist PMO with projects by providing leadership in the regional implementation of Firm wide and office-specific initiatives, projects and related deployments;
• Work with other IT Managers to ensure Firm wide repeatable customer service model and identify and recommend to IT Service Director changes to drive continuous customer service satisfaction and process improvement; Work as an influencing team;
• Work with IT Infrastructure team to ensure the performance of and perform routine maintenance on network infrastructure, servers, and telecommunication and audio/visual equipment;
• Foster data security policies and best practices; and
• Periodically travel to regional offices to meet with office management and team.

Proficiencies:

• Expert proficiency in Microsoft Operating Systems;
• Expert proficiency in Microsoft Office Suite;
• Expert knowledge of customer service principles and practices;
• Advanced proficiency in IT Service management systems (ServiceNow and Jira preferred);
• Advanced proficiency in producing and analyzing service desk reporting and metrics;
• Advanced to expert knowledge of Microsoft Operating System application installation and configuration processes;
• Advanced to expert knowledge of remote access architectures, technologies and applications (Citrix, VPN);
• Advanced to expert knowledge of wireless networking, technologies and applications (iOS); and
• Advanced knowledge of networking technologies, cabling topologies, devices, and related applications.

Qualifications:

• Bachelor’s degree (preferred) or equivalent experience; Advanced degree (preferred);
• At least 10 years of management or supervisory experience;
• At least 10 years of experience providing direct support to customers in the areas of software, hardware and networking technologies;
• At least 10 years of experience in LAN, WAN and network systems support;
• At least 10 years of experience configuring, installing and maintaining client PC operating systems and related devices; and
• Professional services or law firm experience (preferred).