Manager, Office Technology Support

Description/Job Summary

The Manager, Office Technology Support is responsible for supporting and managing the local Office Technology Support (OTS) team and helping to provide comprehensive, operational and strategic IT service to the Houston office.

Responsibilities/Duties

• Manage and support all aspects of the IT function within the Houston office, including IT staffing, infrastructure, computer equipment and peripherals, printers, A/V, telephones, mobile devices, etc.
• With an emphasis on customer service excellence, maintain a high level of support for all users in Houston, paying particular attention to the needs and requirements of the office's VIPs ensuring they are fully supported by the IT function.
• Work with the Global OTS teams to ensure any VIP related incidents are continually updated and handled efficiently and to the highest standard.
• Use innovation and technology to help solve problems and improve the performance of the department, contribute to global initiatives and help to manage those initiatives within Houston.
• Manage leave and annual reviews of Houston OTS staff.
• Manage local vendors and their contracts as required to help resolve issues and ensure service delivery goals and deadlines are met.
• Ensure end user IT products and services are delivered on time, working with various departments within IT to ensure that deployments are well executed and understood.
• Provide appropriate reports of IT service issues to Senior Manager OTS and where required, to Global IT leaders and the Director of Administration-Houston.
• Collaborate with Senior Manager OTS, Associate Director of Support Services, global teams and other IT Departments where required to deliver a secure, evolving and reliable IT experience for all users.
• Work with the global IT Training department to ensure local training requirements are met and delivered, having the local team provide training for VIPs where requested and appropriate.
• Review analytics from ServiceNow to help review processes and procedures and identify trends that need action, training or further investigation.
• Assist where required in the design and delivery of projects in Houston where IT Services are required or impacted.
• Act as point of escalation for the OTS team in Houston and assist with incidents, changes, problems and requests as required, prioritizing all appropriately.
• Manage the Houston office inventory of IT equipment, including determining purchasing needs.
• Coordinate of the OTS budget within Houston for the yearly budget review.
• Manage and maintain consistent oversight of OTS budget within Houston to ensure compliance.
• Mentor/develop/motivate staff and maintain ongoing evaluation of Houston OTS staff for required skills and experience, identifying opportunities for team training and ongoing improvement of skills.
• Work with the Director of Administration in Houston and Senior Manager - Office Technology Support to identify staffing needs.
• Comply with firm and IT policies ensuring the team understands these and adhere to them when working.
• Maintain and implement the core service portfolio offered globally, recommending any changes to Senior IT leaders when required.
• Keep abreast of the latest development and trends within IT and keep up to date with technological and industry updates.
• Perform other duties as assigned.

Required Skills

• Demonstrable knowledge of various telecom systems and A/V equipment.
• Proven experience managing staff of various skillsets.
• Proven experience managing vendors.
• Ability to effectively present information verbally and in writing.
• Must have superior judgment and the ability to deal discreetly with confidential information.
• Ability to interact well and professionally at all times with all levels and departments.
• Ability to self-direct, manage multiple priorities, analyze needs, and implement solutions in a high-pressure environment.
• Strong attention to detail.
• Must be able to work on site in the Houston office Monday-Friday.
• Must be flexible and willing to work additional hours as needed.

Required Experience

• At least 5 years of relevant experience with demonstrable skills as a manager.
• Prior experience in a professional services environment is required; experience in a regional office of a global law firm is preferred.
• At least 7 years of experience providing direct IT support to customers, preferably in a law firm.
• At least 7 years of experience in configuring, installing and maintaining PC operating systems and related hardware devices.

Required Education

• Bachelor's Degree required.

Preferred Education

• ITIL V4 and SDI/HDI Managerial certifications are preferred.