Head of IT Service Management

Director of IT Service Management

IT: Service Management Department

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

end-user technology support services. other duties, the Director:

works closely with IT and cross-functional

· Supports the transition of deployed

leadership to promote operational excel ence

end-user support for the Firm.

Overall Management Duties

· deliver high-quality, front line technology

performance and quality standards in

support to the Firm's partners, lawyers, and

partnership with IT functional leadership.

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

help desk) and regionally (e.g.,

regional IT support teams) to deliver a

mission to deliver gold-standard quality and

· Oversees Audio Visual and conference room

customer service.

videoconferencing support teams to deliver a

seamless in-office video conferencing

plan, budget, implement, and manage the

Firm's Technology Service Management

· Develops performance measures and

routinely reports service management metrics

This Director leads the Firm's IT

to the IT Leadership Team and Firm

release management, problem management,

incident management and change

management processes and services. service enhancement and implements

service management strategies and

service delivery and the end-user experience.

solutions to promote a high quality technology

·

Oversees the Firm's IT Asset Management

ITAM) discipline, partnering with IT and

defined ITAM lifecycle management

Department Management

Partners with solution delivery leads to

activities of the Service Management

identify and coordinate steady-state support

include Regional IT Support, IT Help Desk,

Document Support Services Audio

Visual/Videoconferencing support and ITSM

·

portfolio management (i.e., 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

stakeholders to define policies, plans, and

· enhancements to end-user support (e.g., Technology support services. service, automation).

operate as a senior management resource to

support of IT business continuity plans.

support the Firm's overall technology strategy

and Chief Information Officer

· Directors within the Information Technology

Litigation Support Services, Marketing,

· management process and coordinates

teamwork with Firm management, lawyer

in providing time-sensitive client services and

· robust, user-oriented information systems

Service Management staff and departmental

Provides direction and goal setting on Service

Management strategy and operations.

· Provides senior management direction to the

preferred, preferably in Computer

Science, Information Systems,

or a related field; the performance of staff; termination decisions for Service

Management staff in coordination with the

Chief Information Officer and Chief People

Prepares and manages annual operating and

management experience.

• Manages and determines priorities on special
• projects.

information systems, with a

services organization, or a legal

· Manages a systematic service management

information services provider.

and training for end users on the ITSM

· Substantial experience in IT

processes and service level agreements

Service Management oversight,

(including strategy, planning,

Maintains a highly responsive Service

Management staff

• Operational proficiency in IT
• service management processes

customer interactions.

understanding and implementation

· Assures regular, after-hours and weekend

support for technologies that the Department

customer service.

supports.

· managing software change

management and release

respect to all sensitive and/or confidential firm

management processes.

generative AI on customer support

Reports To: Chief Information Officer

generative AI technology solutions. Experience supporting complex

conference room audio visual and

video conferencing setup and

meeting support.

planning, budgeting, and

implementation.

technology support teams.

· levels in the organization in writing,

the user community, and clients.

• driven service improvement.
• Proven experience in managing

vendors/consultants, IT teams and

Monday-Friday; hybrid in-office,

onsite and remote work with

Position requires access to equipment,

software, or technology that is subject

To be granted

United States citizen or national; (permanent residence of the United

application to be granted access

granted before proceeding further

through the application process.

sexual orientation, family responsibility, disability (including physical handicap), or any other improper criterion.