IT Infrastructure & Operations Manager

We are seeking a strategic IT leader to oversee the firm's IT operations, ensuring reliable, secure, and high-performing technology services across all offices. This role manages the Service Desk, device programs, infrastructure, and enterprise IT systems while driving process excellence, IT governance, and operational improvements.

Key Responsibilities:

• Oversee IT Service Desk operations and ticketing workflows, ensuring timely resolution and adherence to SLAs.
• Manage endpoint and device programs across laptops, desktops, and mobile devices, leveraging MDM/MAM and RMM tools.
• Lead adoption and optimization of collaboration and productivity tools, including Microsoft 365, Teams, and document management systems.
• Govern incident, problem, and change management processes using ITIL best practices.
• Collaborate with security teams to ensure IT operations support cybersecurity, compliance, and risk management initiatives.
• Drive process governance, operational metrics, and continuous improvement to enhance IT service delivery and efficiency.
• Mentor and manage IT teams, maintaining hands-on understanding to make informed technical and strategic decisions.

Qualifications:

• Bachelor's degree in IT, Computer Science, or related field; advanced certifications (ITIL, PMP, CISSP) preferred.
• Strong IT operations or service management, including 10+ years in senior leadership.
• Experience in law firms or professional services is required.
• Deep understanding of enterprise IT systems, endpoint management, collaboration tools, and ITSM processes.
• Proven leadership, strategic planning, and stakeholder management skills.