NO SPONSORSHIP
TECHNOLOGY SUPPORT MANAGER
SALARY: $130k - $150k plus 7% to 10% bonus
LOCATION: Houston, TX
5 days in office
Travel to austin/dallas once a quarter
Looking for a candidate who will support a main partner in this law firm. You will manage all three offices, 9 people in Houston, 4 in Dallas, 3 in Austin total of 16 people
All end user support: windows, zoom, Webex, skype for business. citrix VoIP ITIL SLAS must be sharp go-getter excellent communication skills. 6 years of it management
You will be reporting directly to the Director of Firmwide Technology Support. You will lead the implementation of new technology rollouts and upgrades, ensuring seamless deskside support within the region and firmwide. The role also requires overseeing the creation of troubleshooting documentation and detailed instructions for the support teams.
Regular interaction with attorneys and staff to understand their needs, address issues, and prevent future problems is crucial. The TSM will work closely with local, regional, and firmwide teams to ensure effective incident management, escalation, and ticket handling. Collaboration with the Technology Training and Project Management Office teams is also necessary to ensure new technologies are properly taught to support staff, allowing adequate time for team members to become proficient with the new systems.
- The position requires travel to various offices as needed.
- Minimum of 6+ years of IT management experience with a proven ability to lead IT teams across multiple disciplines and locations.
- Strong technical background in Information Technology, with professional experience in networking, application support, or development.
- Excellent people and process management skills, along with outstanding written and verbal communication abilities.
- Must be self-motivated, capable of leading and inspiring teams, and able to work effectively with individuals at all levels.
- This role requires the individual to be in the office 100% of the time.
- A bachelor’s degree or equivalent work experience is required; a degree in computer science or further IT-related graduate work is preferred.
- Excellent judgment in assessing user issues; along with intermediate trouble-shooting methodology.
- Develop and manage Operating Level Agreements (OLA’s) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support.
- Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization.
- Ability to work for the best resolution either through own knowledge, documented resolution, or proper and timely escalation.
- Proficient in Windows 10/11 OS and core application suite; including the Microsoft Suite and various Kirkland applications.
- Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix.
- Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues.
- Intermediate knowledge of iOS setup and troubleshooting.
- Knowledge of networks including wireless experience.
- Intermediate understanding and knowledge of Voice over IP (VOIP) telephone systems.
- Demonstrates the willingness and ability to help other team members on difficult issues.
- Documents new findings, solutions, and processes.
- Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices.
- Adheres to use of call ticketing system for each incident (e.g., request, issues, etc.).
- Understands and follows ticket ownership guidelines and system usage.
- Solid ability to research information through internal and external sources.
- Adheres to written procedures, checklists and all quality control associated with project rollouts.
- Participates in projects, tasks, or issues to ensure they are completed.
- Understanding of local office Conference Technology and procedures.
- Microsoft Windows
- Microsoft Office Suite
- M365
- iManage DeskSite and FileSite
- Citrix /VPN
- iOS for iPhones, iPads and
- Mobile Management applications - InTune / AirWatch
- Polycom and Cisco Video Conference Systems
- Bomgar
- PeopleSoft
- SCCM
- Carpe Diem
- Avaya
- SCCM
- MFA
- Zoom and WebEx
- Microsoft Teams
- ITSM Ticket Management System – Service Now
- HP, Lenovo, MacBook laptops and desktops
- Avaya
- MFA
- Zoom, Teams, WebEx, Skype for Business
- ITSM Ticket Management System
- Lenovo laptops and desktops