Regional IT Support Manager

Regional IT Support Manager

Akin Gump Strauss Hauer & Feld LLP is a leading international law firm with more than 900 lawyers in offices throughout the United States, Europe, Asia and the Middle East. We are currently seeking a Regional IT Support Manager to support the New York and Boston offices. This role will be based out of the New York office and report to the Director of Global IT Service Delivery.

The Regional IT Support Manager will be responsible for the technical, operational and IT policy implementation and support of users and office computer systems and equipment in the New York and Boston offices. The Regional IT Support Manager is expected to demonstrate initiative, set priorities for the individual IT staff members, and oversee compliance by those members with firm and office policies and procedures. The Regional IT Support Manager is expected to maintain expertise in the tasks and services provided by the IT staff, and to work on, as well as delegate, tasks assigned to the team. Further, the Regional IT Support Manager is expected to serve as a positive role model and mentor, and to perform all responsibilities with a commitment to providing superior service to the firm's clients, attorneys, advisors, and staff, and maintain an atmosphere of teamwork and continuous improvement.

Key responsibilities of this position include:

• Oversee and direct the local office IT staff to manage the IT support and training functions in the firm.
• Lead by example and serve as hands-on manager of assigned IT personnel.
• Ensure that all user support issues are documented in ServiceNow. Make sure that tickets are fully documented before being escalated with the relevant facts and steps taken to resolve the issues.
• Monitor support tickets as needed to make sure the load is distributed, and the work is handled in a timely manner. Ensure that local IT staff follow up on tickets with users. Spot check with end users periodically to make sure local IT staff deliver excellent service and ensure that any outstanding issues are resolved.
• Ensure that all local IT staff have excellent technical troubleshooting skills by monitoring tickets as needed, obtaining user input, and talking with the personnel involved. Where skills are lacking, develop remediation or other plans to address the situation appropriately.
• Set a standard of excellence in customer service for the team. Expect that the team will meet the standards and hold them accountable for delivering excellent customer service by coaching where needed and counseling as appropriate.
• Communicate with users proactively about local maintenance, technology issues, and other items of interest, in a clear and grammatically correct manner using simple language and the prescribed IT communications standardized format. Ensure compliance of local IT staff in the same.
• Provide updates in a prompt manner to the appropriate IT personnel about all issues and projects. Foster a culture of clear communication with the team and computer users.
• Stay in touch with users to understand any lingering technology issues and expect local IT staff to do the same. Discuss and resolve any lingering issues by troubleshooting and working with the appropriate IT personnel to resolve them. Demonstrate ownership for all user support and training issues.
• Serve as end user advocate to make sure that other groups inside IT are responsive to tickets and other issues consistent with the service level agreements used by the firm.
• Make sure that all local IT staff follow the department's standards with respect to using firm equipment and there are no special privileges provided (unless there is a valid business purpose and approved by the Director of Global IT Service Delivery).
• Ensure successful and timely completion of all projects by working to make sure local IT staff are adequately trained, equipped, and prepared to both deploy and support technologies. Follow up after project completion to ensure successful adoption.
• Coordinate and work as a team with other departments and workgroups to provide necessary services to lawyers, advisors, and clients.
• Evaluate assigned staff and perform their annual performance reviews. Occasional travel to the Boston office and other Akin offices as needed.
• Develop long-term plans and goals around service implementation and professional development for assigned IT staff in cooperation with the Director of Global IT Service Delivery.
• Participate in available professional development activities; monitor publications and other sources of information for trends affecting local IT team performance.
• Other duties as assigned.

Qualifications (Experience, Knowledge, Skills & Abilities):

• Four-year college degree or substantial, equivalent work experience.
• Minimum of 5 years' experience in a professional services environment.
• Experience within the legal industry preferred.
• A highly developed and practical sense of law firm technology requirements, including end-user and client needs.
• Serve as a subject?matter resource for the firm's use of AI tools, including Microsoft Copilot and other approved AI platforms, by actively using these tools in daily IT operations. Help attorneys and staff understand, adopt, and responsibly leverage AI to improve productivity, research, communication, and workflow efficiency.
• A working knowledge of desktop, laptop, printing and copier technology, and the ability to troubleshoot problems relating thereto.
• A thorough knowledge of MS365 applications and document management systems.
• A thorough knowledge of document management systems, preferably Net Documents.
• Excellent written and oral communication skills, including grammar, spelling, and punctuation.
• Ability to work independently, take initiative, set priorities, and see projects through completion.
• Ability to meet deadlines and respond to changing priorities.
• Ability to handle many tasks simultaneously.
• Ability to work with a wide range of people in a team setting.
• Ability to establish effective working relationships within the department, office, and firm.
• Ability to establish effective working relationships with clients, vendors, and others outside the firm.
• Strong service orientation.
• Strong leadership skills and willingness to function as a role model within the office.
• Strong organizational and time management skills, including the ability to organize self and others.
• Excellent judgment and common sense.
• Strong analytical and problem-solving skills.
• Commitment to professional growth.

The anticipated base salary range for this position in New York is $120,000 to $170,000. The actual salary offered will be based on several factors, including, but not limited to, relevant education, qualifications, years of relevant experience, certifications or other professional licenses held, job-related knowledge and skills, business needs, and the location from which the work will be performed. Additionally, salary or hourly wages may be only part of the total compensation package, which may also include a full range of health and other insurance benefits, financial and/or other benefits (including 401(k) eligibility), a discretionary bonus, and various paid time off benefits.

Akin Gump Strauss Hauer & Feld LLP participates in E-Verify for purposes of verifying employment eligibility