Manager, Technology Support

White & Case is an elite global law firm serving leading companies, financial institutions, and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.

With lawyers and staff operating from more than 47 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world's key financial markets and our strengths in handling complex cross-border work.

It's not just about our global network of offices and shared services centers; it's the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It's one of the reasons we attract and retain cross-border work.

Our lawyers are globally minded, enterprising, collaborative, and committed to excellence. Our people represent 90 nationalities and speak 80 languages.

The Manager, Technology Support is responsible and accountable for provision of IT Support Services including Desktop support to the Washington D.C. office.

The role of the Manager, Technology Support is to ensure that Technology Support Services are aligned to business needs and provide excellent levels of client service and support. The Manager, Technology Support has overall responsibility for managing the support services, resource management and managing the Technology support staff.

The Manager, Technology Support ensures that the support process and procedures followed adhere to global standards and that IT equipment is managed and maintained in line with information security and asset management policies.

Service Management:

• Maintain high performing service support functions in the Washington D.C. office with emphasis on customer care and client service.

• Take ownership of reported support issues, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.

• Be accountable for the quality of service and performance of the Support Service functions.

• Drive internal and third-party service review meetings to address performance, service improvements, quality and processes.

Desktop Support:

• Ensure that the ticketing system is appropriately managed such that tickets (incidents and requests) are resolved in an efficient manner that all work is appropriately logged and tracked through Service Now ticketing system.

• Manage and maintain IT equipment inventory records in-line with information security and asset management policies.

• Ensure that PC assignment, account and office setups are completed before start date for all new joiners.

• Coordinate with Office Operations the IT support for room moves and other internal changes

• Ensure that new joiner equipment and setup is coordinated with Training Support including preparation and support for IT Training room setups.

Audio Visual Support:

• Work in conjunction with the Audio Visual Event Services team with the resourcing and day-to-day provision of video conferencing and meeting room support to the client and internal meeting rooms.

• Develop and promote close working and interaction between Desktop Support, Audio Visual support Event Services team.

Managerial Responsibilities:

• Supervise and manage the day-to-day operation of the IT Support Services and within the Washington D.C. office.

• Maintain a high degree of quality control and management.

• Develop and maintain key stakeholder relationships with the Washington D.C. office.

• Recurring meetings with Office Administrator.

• Reoccurring meetings with Office Executive Partner (OEP).

• Reoccurring meetings with Human Resources.

• Hold regular team meetings to keep staff appraised of events & procedures.

• Maintain a high degree of customer service for all support queries and adhere to all service management principles.

• Conduct performance evaluations for Support Services staff along with input from functional line managers and the Americas Regional Support Senior Manager.

Additional Responsibilities:

• Maintain the practice of continuous improvement and education by attending seminars, etc. and keeping current on new leadership skills.

• Maintain professional and technical knowledge by reviewing related professional publications.

• Stay in tune with the Firm's growing projects for practical experience.

• Maintains a professional demeanor.

• Evaluations will be carried out yearly

• 5 + years' experience in a similar role.

• Must be self-motivated and able to multitask and work in a fast-paced environment.

• Must have excellent communications skills, computer skills, customer service skills, follow-up skills and organizational skills.

• Excellent problem solving and troubleshooting skills with the ability to think creatively. Strong analytical skills.

• Creative and detail-oriented person with the willingness to learn.

• College degree or relative work experience.

• Previous experience of managing and developing teams.

White & Case is an Equal Employment Opportunity (EEO) employer and is committed to creating a fair workplace. It is our Firm's policy to recruit, employ, train, compensate and promote without regard to race, color, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.

Applicants who are interested in applying for a position and require an accommodation during the process should contact talent.acquisition@whitecase.com.

White & Case LLP offers a comprehensive suite of benefit programs to all eligible employees, including medical, dental, and vision insurance, life and disability coverage, 401(k) retirement savings, vacation time, and leave programs (including parental leave). Exempt roles are also performance bonus eligible.