Service Desk Manager

New York, New York Permanent USD125,000 - USD160,000 per year View Job Description
A prestigious law firm in New York City is seeking an experienced Service Desk Manager to lead its IT support team. This role is pivotal in ensuring seamless IT operations, excellent client service, and maintaining a robust technology environment to support the firm's legal professionals and staff. The ideal candidate will bring strong technical expertise, leadership acumen, and a proven track record of managing IT support services across multiple global locations.
  • Be part of a dynamic team in a leading law firm with a reputation for excellence
  • Opportunities for professional development and career growth in a global firm

About Our Client

A leading global law firm with 4,000 lawyers operates across major financial and business centers worldwide, offering comprehensive legal services to multinational corporations, financial institutions, and government entities. Known for its expertise across diverse practice areas, the firm provides seamless, innovative solutions to complex legal challenges on a global scale.

Job Description



  • Team Leadership:
    • Manage and mentor a team of IT support professionals across domestic and international locations, fostering a culture of accountability, continuous learning, and customer satisfaction.
    • Conduct performance evaluations, provide training opportunities, and develop career paths for team members across regions.


  • Service Desk Operations:
    • Oversee daily operations of the IT service desk, ensuring timely and effective resolution of incidents and requests worldwide.
    • Implement and manage ITIL-based processes, including incident, problem, and change management, with a focus on consistency across global offices.
    • Monitor ticketing systems and ensure adherence to service level agreements (SLAs) across all supported regions.


  • Global Technology Support:
    • Coordinate support for hardware, software, and network-related issues across multiple time zones, tailoring solutions to meet local needs while maintaining global standards.
    • Ensure support for mobile devices, remote work setups, and video conferencing systems across international locations.
    • Manage IT equipment inventory, procurement, and deployment across the global network.


  • Strategic Planning:
    • Collaborate with IT leadership to develop and implement strategies for service improvements and technology adoption across global offices.
    • Analyze support metrics and trends from all regions to identify opportunities for process enhancements.
    • Participate in budgeting and resource allocation for the service desk with a focus on global scalability.


  • Stakeholder Engagement:
    • Build and maintain strong relationships with attorneys, paralegals, and administrative staff across global offices to understand and address their IT needs.
    • Serve as a point of escalation for high-priority issues globally, ensuring prompt resolution and effective communication.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  • Minimum 5 years of experience in IT support, with at least 2 years in a managerial role, including managing global teams or supporting international operations.
  • Strong understanding of ITIL principles; ITIL certification is a plus.
  • Experience supporting legal industry applications, such as document management systems (e.g., iManage, NetDocuments), billing software, and litigation tools.
  • Proficiency with Microsoft 365, Windows operating systems, and MacOS environments.
  • Demonstrated ability to manage IT operations across multiple time zones and regions.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to thrive in a fast-paced, high-pressure environment.

What's on Offer

  • Be part of a dynamic team in a leading law firm with a reputation for excellence.
  • Competitive salary and comprehensive benefits package.
  • Opportunities for professional development and career growth in a global environment.



If you are passionate about delivering exceptional IT support and ready to make a meaningful impact in a prestigious law firm's global operations, we invite you to apply.

Contact
Maximus Egermayer
Quote job ref
JN-012025-6639744

Job summary

Sector
Information Technology
Sub Sector
IT Support
Industry
Business Services
Location
New York
Contract Type
Permanent
Consultant name
Maximus Egermayer
Job Reference
JN-012025-6639744