IT Support Manager - hybrid onsite/offsite

Manager - User Experience

Based in Los Angeles, the Manager, User Experience will have the primary responsibility of overseeing all IS local support staff in the Los Angeles office and any other assigned offices, ensuring the effective and efficient delivery of IS services. The Manager will actively participate in maintaining and improving the User Experience to all customers within the assigned firm offices. This role requires a combination of strategic oversight, technical expertise, and strong leadership skills.
This role reports to the Director of User Experience.

Responsibilities include:
Providing strategic leadership and direction to the IS local support team, ensuring alignment with organizational goals and objectives.
Overseeing the effective and timely delivery of IS services across all firm-assigned offices.
Fostering positive relationships with all customer constituencies and team members, ensuring effective communication and collaboration.
Ensuring the operational availability and maintenance of all computer-related equipment, including PCs, printers, laptops, smartphones, data communication equipment, audio-visual systems, and, when directed by IS Operations, servers and network infrastructure.
Taking ownership of all issues reported within the assigned offices, ensuring customer communications and follow-up are handled promptly and efficiently by the local support supervisors.
Acting as a third-level technical resource, providing guidance and support to resolve complex customer problems effectively.
Coordinating the escalation and resolution of technology problems, ensuring timely and effective solutions.
Ensuring all local teams are maintaining accurate and timely records of technology equipment inventory in the Asset Management System.
Serving as an active team member on IS projects, providing leadership and technical expertise as needed.
Overseeing the use of the call tracking program, Footprints, ensuring all issues are logged/tracked accurately and timely, and that teams are compliant with this process.
Ensuring team compliance with Firm-wide policies, standards, operational guidelines, and administrative procedures relating to the IS function.

Qualifications
Ability to effectively manage and motivate individuals and teams.
Strong people management skills including ability to provide effective constructive feedback and coaching.
Strong understanding of backend teams, their corresponding functions and interdependencies.
Ability to establish and maintain key stakeholder engagement including partners, senior business leaders, IS colleagues and direct reports.
Strong problem solver, with an ability to work well under pressure.
Proven experience effectively resolving critical/major incidents, particularly those that have an impact on high level stakeholders (partners, senior and C-level management).
Demonstrates good judgment and business acumen, with an understanding of when to drive process and when it is acceptable to work outside of the process.
Experience using various metrics and analytics tools to effectively manage performance, projects, scorecards and process improvements.
Excellent written and verbal communication skills including ability to convey complex technical information to lay audience.
Strong active listening skills.
Strong project planning, organizational and execution skills.
Strong ability to build and maintain trusted relationships, and effectively collaborate at all levels and across all disciplines.
Strategic and creative thinker, with a focus on delivering solutions.
Ability to remain calm and reasoned under pressure.
Ability to be flexible to meet varied and changing business requirements.

Experience
Bachelor s degree in a related field preferred or technical school training with equivalent experience also considered.
Experience in the legal industry is preferred.
Minimum 10+ years of relevant experience.