Director of IT Service Management (Washington)

Director of IT Service Management
IT: Service Management Department
Summary:
Duties and Responsibilities:
The Director of Service Management is
Service Management Oversight Responsibilities
responsible for managing all aspects of the
Covington's IT end-user support services and
The Director has direct responsibility to lead the
leads a team to deliver, measure, and
end-user technology support services. Among
continuously improve the Firm's technology
other duties, the Director:
experience. In this capacity, the Director
works closely with IT and cross-functional
· Supports the transition of deployed
leadership to promote operational excel ence
technology solutions, and oversees ongoing
and deliver a gold-standard technology
experience for the Firm's end-users.
end-user support for the Firm.
Overall Management Duties
· Oversees the ITSM discipline to define,
The Director's primary responsibility is to
measure, and deliver against pre-established
deliver high-quality, front line technology
performance and quality standards in
support to the Firm's partners, lawyers, and
partnership with IT functional leadership.
staff. End-users are reliant upon the Service
Management team to provide valuable and
· Oversees end-user support disciplines
timely support for the Firm's technology
centrally (e.g., help desk) and regionally (e.g.,
solutions to maintain productivity, and
regional IT support teams) to deliver a
effectiveness. The Director must be a
cohesive technology experience.
proactive technology leader with a relentless
mission to deliver gold-standard quality and
· Oversees Audio Visual and conference room
customer service.
videoconferencing support teams to deliver a
Strategic Role at the Firm
seamless in-office video conferencing
The Director's strategic, long-term role is to
experience.
plan, budget, implement, and manage the
Firm's Technology Service Management
· Develops performance measures and
processes, team members, and end-user
routinely reports service management metrics
services. This Director leads the Firm's IT
to the IT Leadership Team and Firm
release management, problem management,
directors.
incident management and change
management processes and services. The
· Utilizes metrics to identify opportunities for
Director also evaluates and recommends
service enhancement and implements
service management strategies and
initiatives that consistently improve both
recommends new and improved services,
service delivery and the end-user experience.
processes, organizational designs and
solutions to promote a high quality technology
·
experience that is commensurate with the
Oversees the Firm's IT Asset Management
Firm's strategic objectives.
(ITAM) discipline, partnering with IT and
cross-functional stakeholders to uphold
defined ITAM lifecycle management
standards.

Department Management
Duties and Responsibilities (continued):
The Director leads a team of technology
professionals in running the day-to-day
· Partners with solution delivery leads to
activities of the Service Management
identify and coordinate steady-state support
Department. The Department functions
needs for new and emerging technology
include Regional IT Support, IT Help Desk,
systems / capabilities.
Document Support Services Audio
Visual/Videoconferencing support and ITSM
·
portfolio management (i.e., incident, release,
Informs and approves IT change
problem, change, configuration, and IT asset
management, testing, and release
management).
management plans while balancing business
impacts with priority of scheduled software
Relationships with Firm Management
changes / releases.
The Director works with key committees and
stakeholders to define policies, plans, and
· Leads continuous improvement programs for
budgets to maintain and enhance the Firm's
enhancements to end-user support (e.g., self-
Technology support services. The position
service, automation).
requires collegial relationships with business
executive stakeholders and lawyers to
· Contributes to the design, validation, and
operate as a senior management resource to
support of IT business continuity plans.
support the Firm's overall technology strategy
and Chief Information Officer
· Ensures compliance with applicable Firm,
The Director also works closely with other
state, and federal laws, statutes, and
Directors within the Information Technology
regulations, as appropriate.
organization and across the Firm (e.g.,
Litigation Support Services, Marketing,
· Oversees the firm's technology major incident
Accounting, Human Resources) to deliver
management process and coordinates
technology solutions
appropriate and timely communications and
responses.
The Director demonstrates effective spirit of
teamwork with Firm management, lawyer
Department Oversight Responsibilities
committees, partners, directors and their staff
in providing time-sensitive client services and
· The Director has responsibility for the overall
robust, user-oriented information systems
direction and professional development of the
Service Management staff and departmental
Apply
managers.
Qualifications:
· Provides direction and goal setting on Service
Education & Credentials
Management strategy and operations.
· College degree is strongly
· Provides senior management direction to the
preferred, preferably in Computer
Department's managers and staff.
Science, Information Systems,
Business Administration, Finance,
· Develops and motivates the staff to work as a
or a related field; Master's degree
team in addressing user and client needs.
preferred.
· Recommends appropriate levels of staffing,
including position descriptions and salary
level recommendations.

Qualifications (continued):
Duties and Responsibilities (continued):
· Appropriate technical certifications
· Hires, evaluates, promotes, and measures
are preferred (e.g., Six Sigma,
the performance of staff; makes transfer and
ITSM--focused on ITIL and/or
termination decisions for Service
COBIT).
Management staff in coordination with the
Chief Information Officer and Chief People
Knowledge & Experience
Officer.
· 10+ years of relevant professional
· Prepares and manages annual operating and
work, and current or prior senior
capital budgets for the Department.
management experience.
· Manages and determines priorities on special
· Significant career experience in
projects.
information systems, with a
preference for extensive work in a
End-User Services Responsibilities
large Firm setting, a professional
services organization, or a legal
· Manages a systematic service management
information services provider.
program, including required communications
and training for end users on the ITSM
· Substantial experience in IT
processes and service level agreements
Service Management oversight,
(SLAs).
including strategy, planning,
budgeting, and ongoing
· Maintains a highly responsive Service
administration.
Management staff
· Operational proficiency in IT
· Acts as point of escalation in challenging
service management processes
customer interactions.
and controls including clear
understanding and implementation
· Assures regular, after-hours and weekend
of key metrics to track and improve
support for technologies that the Department
customer service.
supports.
· Experience with directing and
· Uphold high standards of confidentiality,
managing software change
discretion, and integrity, particularly with
management and release
respect to all sensitive and/or confidential firm
management processes.
and client information to which this position
will have access.
· Understanding of developing
implications and opportunities for
Status: Exempt
generative AI on customer support
Reports To: Chief Information Officer
functions including the market for
Workplace Type: Hybrid
generative AI technology solutions. Salary range is $220,000 - $275,000 dependent on
experience level and varies based on geography/
· Experience supporting complex
candidate location.
conference room audio visual and
video conferencing setup and
Candidates hired for staff positions with a minimum work
meeting support.
schedule of 30 hours per week are eligible for a
comprehensive benefits package, including healthcare
insurance. Learn more about benefits at Covington.

Qualifications (continued):

· Proven experience in working with
View Covington job applicant privacy notice here:
senior-level attorneys or
professionals and in balancing

competing priorities in a time
sensitive environment.
· Strong track record in system
planning, budgeting, and
implementation.
Skills & Expectations
· Demonstrated experience in
developing and motivating
technology support teams.
· Skilled in communications to all
levels in the organization in writing,
speaking, and presentation skills
for work with the Firm leadership,
the user community, and clients.
· Strong track record in metrics
driven service improvement.
· Proven experience in managing
relationships with
vendors/consultants, IT teams and
internal stakeholders.
Work Location & Conditions
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