Senior Support Manager in New York, NY at Open Systems Technologies

Date Posted: 1/9/2020

Job Snapshot

  • Employee Type:
  • Location:
    New York, NY
  • Job Type:
  • Experience:
    At least 5 year(s)
  • Date Posted:

Job Description

A law firm is seeking a Senior Support Manager to join their team in New York, NY or Florham Park, NJ.


  • Provide hands-on senior management for Desktop and Help Desk solutions and 3rd party vendor products
  • Establish and track improved key performance metrics for all IT personnel, inclusive of Responsiveness/Service Level Agreements, Aging, VIP support, Productivity, and User Satisfaction reporting
  • Improve, implement, and ensure compliance with ITIL toolset for entire Information Technology department including Service Management, Incident Management, Problem Management, Change Management, and Service Transition
  • Provide leadership for major technology platform transformation and change management, where 10+ years of legacy technology is being re-platformed to become a competitive advantage
  • Provide senior project management for firm-wide initiatives; Decompose large initiatives into constituent projects and executable technology delivery goals
  • Provide 3rd party Statement of Work, contract review/negotiation and expert management of vendor resources for projects that impact the desktop such as upgrades to desktop hardware, operating systems, MS Office, Document Management System, remote desktops, video conferencing, building out new offices, etc.
  • Provide leadership, coordination and communication for operational issues, production outage Incident Management and follow-up Problem Management to ensure root cause is quickly identified and permanently remediated
  • Create and approve written firm-wide IT Communications for technology-related incidents, planned outages, changes, etc.
  • Document IT standards, policies and procedures pertaining to end user support
  • Lead Video Conferencing bridging and end-point services, including implementation/upgrades, support and event scheduling
  • Provide mentoring for junior managers to help them be successful and progress their career
  • Research leading edge technologies and provide cost/benefit analysis for their implementation
  • Establish departmental vision, strategic road map for technical platforms, and lead all aspects of department’s technology services


  • A Bachelor’s degree in Computer Science or related field required
  • 5+ years of experience leading IT End User Support departments, including Desktop and Help Desk
  • 5+ years of hands-on technical user support experience across multiple technical disciplines
  • 3+ years of experience leading project teams inclusive of scope, scheduling, budgeting, and project planning in an environment with aggressive delivery goals
  • 2+ years of experience in a senior management role leading junior managers/supervisory resources
  • Experience leading project teams using a structured project lifecycle, preferably using Agile methodology and JIRA
  • Vendor management experience creating Statement of Work, contract review/negotiation and overseeing vendor resources
  • Experience transforming teams through technology, organization, culture, process, and business change management
  • Experience leading firm-wide technology re-platform programs and organizational realignments
  • Strong customer relationship and negotiation skills
  • Strong communication skills
  • Outstanding performer, persistent and pro-active leader, exceptionally detail oriented, and driven to exceed expectations
  • Experience within a Legal or Professional Services Firm preferred
  • ITIL V3 Foundations or Higher certification preferred
Job keywords: