IT Support Specialist Manager

Baker, Donelson, Bearman, Caldwell & Berkowitz, PC is seeking an IT Support Specialist Manager. The primary goal of this role is to deliver a consistent, high-quality user experience that enables productivity, supports firm growth, and reflects a strong service-oriented culture. Occasional travel and after-hours support may be required to support business needs or major initiatives.

Key Responsibilities

Strategy & Leadership

• Clearly communicate the vision, strategy, and roadmap for end-user experience and support services in alignment with the firm's IT and business strategies.
• Partner with IT leadership and firm management to plan and evolve end-user technology standards, services, and support models.
• Contribute to the development of the IT strategic plan and annual budget, including forecasting and cost optimization for end-user services.

People Management

• Lead, mentor, and develop a geographically distributed end-user support organization, fostering a collaborative, customer-focused, and results-driven culture.
• Provide direct management, coaching, performance feedback, and professional development for team members.
• Establish clear goals, accountability, and career pathways for the team.
• Manage day-to-day operations of the IT support specialist team, including staffing and scheduling, queue/workflow prioritization, escalation management, and quality assurance to ensure timely, consistent support.

End-User Services & Operations

• Oversee the delivery and continuous improvement of end-user support services, including service desk operations, incident and problem management, escalation processes, and service reporting.
• Own the end-user device lifecycle, including standards, imaging, configuration, deployment, patching, and retirement of desktops, laptops, and mobile devices.
• Ensure consistent service levels through the definition, implementation, and monitoring of SLAs, KPIs, and customer satisfaction metrics.

User Experience & Enablement

• Champion a user-centered approach by actively gathering feedback, identifying pain points, and driving improvements to the overall technology experience.
• Partner with Training and other stakeholders to develop and deliver effective end-user training, documentation, and just-in-time learning resources.
• Promote adoption of firm-standard hardware, software, and collaboration tools through clear communication and support.

Technology, Security & Collaboration

• Stay current on emerging end-user technologies, tools, and best practices to recommend enhancements and innovations.
• Collaborate with security and infrastructure teams to ensure end-user environments comply with firm security, privacy, and regulatory requirements.
• Support A/V and collaboration technology in conference rooms and shared spaces as needed.

Projects & Continuous Improvement

• Lead and contribute to end-user technology initiatives and cross-functional projects from planning through execution and support.
• Apply strong project management practices to ensure initiatives are delivered on time, within scope, and within budget.

Preferred Skills & Competencies

• Proven ability to deliver exceptional customer service and manage stakeholder expectations.
• Excellent written and verbal communication skills, with the ability to engage both technical teams and senior leadership.
• Strong leadership, organizational, and prioritization skills in a fast-paced environment.
• Broad technical knowledge, including end-user platforms, networking fundamentals, virtualization, collaboration tools, and service management systems.
• Self-motivated, results-oriented, and collaborative, with a continuous improvement mindset.

The salary range for this position is $120,000 - $140,000.

Must provide minimum authorization to work in the United States. Resumes only accepted for job posted.

Thank you for submitting your resume. After our hiring committee has had a chance to review all candidates for this position, we will reach out to only those that will be moving on to the next step in our recruiting process. We appreciate your interest in the position and will contact you if further action is necessary.