IT Help Desk Manager Compliance Department Summary The IT Help Desk Manager is responsible for leading the Firms technical support teams to provide a gold -standard technology experience for our lawyers staff practice groups and clients. This role takes lead on the end -to-end design and delivery of IT Help Desk support services to maintain defined service levels and uphold customer expectations for quality. The combination of technical acumen with a relentless customer focus communication skills and a desire to help prevent resolve issues enables the IT Help Desk Manager to promote a reliable and effective technology experience. Apply Qualifications Education & Credentials College degree is strongly preferred ideally in Computer Science Information Systems or a related technical discipline Appropriate technical certifications are preferred e.g. ITIL v4 Knowledge & Experience 7 years of relevant experience ideally in a large Law Firm setting a comparable professional services organization or a legal information services provider Demonstrated experience leading an IT Support team or function Duties and Responsibilities Oversees the Firms global IT Help Desk Tier 1 & Tier 2 staff to provide timely accurate and courteous technology support Works with lawyers staff clients and other departments to provide responsive and customer -oriented service that meets or exceeds expectations Contributes to the design development and ongoing support of the IT Service Catalog along with defined SLAs owners and fulfillment processes Actively partners with the Director of Service Management and other cross -functional IT leads to define implement measure and continuously enhance ITSM processes for the IT Help Desk e.g. Incident Problem Actively partners with the Director of Service Management and other peer IT functional leadership e.g. Regional IT Services to establish a global tiered service model that optimizes IT service resources drives efficiencies and delivers a gold -standard experience Measures support teams against defined performance SLAs and proactively leads continuous improvement efforts in partnership with cross -functional IT stakeholders as appropriate Establishes recurring reporting of the IT Help Desk to monitor performance against pre -defined indicators Schedules Help Desk staff shifts to ensure hours of operation are covered including during emergency office closures such as weather -related events Qualifications continued Demonstrated experience designing implementing and continuously refining a global tiered IT support desk model Demonstrated experience with ITIL -oriented process design for IT Service Management Demonstrated experience working in a time -sensitive high -visibility environment Experience with leading service desk performance indicators and service level standards Experience with leading service desk technology solutions for IT and non -IT users e.g. ServiceNow Experience with current operating systems and ideally applications and technologies common to a Law firm e.g. Collaboration solutions Document Management Solutions Skills & Expectations Strong service orientation and an understanding of the importance of developing effective working relationships with users and organizational stakeholders of all levels Demonstrated ability to manage a team of information technology specialists in the execution of both project and operational workloads Demonstrated ability to serve as a change agent leading and inspiring others to act especially under circumstances when change is unpopular Highly motivated analytical organized and efficient Duties and Responsibilities continued Informs the continuous development standards for the IT Help Desk defining the baseline operating knowledge required for staff e.g. best practices technical skills introduction of new systems procedures and policies Manages 3rd party support vendors to ensure that agreed service levels are being met Analyzes Help Desk workflows for trends to identify potential problem areas improve business processes and works with supervisory leadership to implement continuous improvement Works closely with cross functional IT leadership to provide feedback on services help identify and understand system changes and to prepare support staff for these changes Actively works with supervisory leads to monitor and adjust inbound work assignments for handling support requests within established service level agreements Actively works to deploy and promote ITIL best practices Actively informs and co -develops the knowledge base IT Firm facing for the Firms technology services Collaborates and assists in the review and development of the desktop laptop standard OS applications and hardware images Conducts quality review procedures to ensure quality services Reviews IT Help Desk training materials created by Training staff and conducts IT Help Desk training at Help Desk meetings Stays abreast of industry trends and best practices for service management Excellent problem solving and debugging skills Ability to work well under pressure Ability to work as part of a team and lead others Availability to work before and after business hours and weekends with little or no notice Position requires access to equipment software or technology that is subject to U.S. export controls. To be granted access pursuant to US Export Control laws candidate must be either a a United States citizen or national b a person lawfully admitte d for permanent residence of the United States i.e. Green Card" holder or c an INS -approved refugee or asylum holder who has applied for naturalization within six months of the date the individual first became eligible and if not yet naturalized i s still actively pursuing naturalization if 2 years have passed since the date of application to be granted access pursuant to US Export Control laws. Candidates will be required to submit appropriate documentation to determine whether access can be grante d before proceeding further through the application process. Duties and Responsibilities continued Uphold high standards of confidentiality discretion and integrity particularly with respect to all sensitive andor confidential firm and client information to which this position will have access. Status Exempt Reports To Director of Service Manage ment Workplace Type Hybrid Salary range of 122400 - 153000 dependent on candidate experience. Candidates hired for staff positions with a minimum work schedule of 30 hours per week are eligible for a comprehensive benefits package including healthcare insurance. Learn more about benefits at Covington. httpswww.cov.comencareersstaffbenefits View Covington job applicant privacy notice here httpswww.cov.comenjob -applicant -privacy -notice Covington & Burling LLP is an equal opportunity employer and does not discriminate in any aspect of employment including hir ing salary promotion discipline termination and benefits on the basis of race color ethnicity religion national origin g ender gender identity or expression age marital status sexual orientation family responsibility disability including physical handicap or any other improper criterion. Covington will consider qualified applicants with arrest or conviction records for employment in accordance with applicable l aws including the California Fair Chance Act the Los Angeles Fair Chance Initiative for Hiring Fair Chance Ordinance the Los Ang eles County Fair Chance Ordinance and the San Francisco Fair Chance Ordinance.