Wilson Elser currently seeks an IT On-Site Systems Support Manager.

The IT Systems Support Manager is the leader of all on-site support supervisors and analysts across all of our office locations in the western region of the United States. It is expected for this role to also properly resolve any escalations involving firm hardware, software, and peripherals reported by on-site support supervisors. Concurrently, this role is a local representative of Wilson Elser’s national IT department, at our California or Texas locations, hosting some of the highest populations of on-site personnel. The ideal candidate thrives on leading a team that works in a fast-paced, growing environment while providing white-glove, concierge-level services and juggling multiple demands. The IT Systems Support Manager works closely with IT Senior Management, Office Administrators, and a nationwide support team on asset management, ITIL processes and procedures, and professional development. This role must be willing to travel.

The Firm
Wilson Elser is a full-service and leading defense litigation law firm who faithfully serves our clients with more than 900 attorneys, across 42 offices in the United States and one in London. Founded in 1978, we rank among the top 200 law firms identified by The American Lawyer and 53rd in The National Law Journal's survey of the nation's largest law firms.

The Position

• Minimum 10 years in technical support on IT hardware, software, and desktop peripherals.
• Minimum 5 years leading teams in service delivery best practices.
• Minimum 5 years working in ITSM and ITIL environments.
• Experience in scaled agile organizations a plus.
• Experience working in an environment that promotes active listening, transparency, and servant leadership.
• Experience in system operations and/or administration a plus.
• Prior law firm experience a big plus.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Certifications in CompTIA A+, CompTIA Network+, or MCDST, HDI Support Center Analyst.
• ITIL4 certification preferred (in-house training is available).

• Confer with Office Administrators, Firm Directors, and IT Senior Management on all on-site technical support needs across all offices.
• Schedule team resources to ensure successful participation in all IT Real Estate Programs.
• Ensure offices with on-site technical support are receiving excellent service delivery from regional supervisors and their onsite technicians.
• Provide training and guidance for all supervisors and analysts on the installation, configuration, and function of all software, hardware, and peripherals distributed throughout the firm.
• Communicate meticulous user requirements with regional supervisors, senior management, and other IT teams based on requests, incidents, changes, or problems coming from on-site personnel.
• Manage relationships with vendors that must be on-site to carry out specific IT-related services across all offices.
• Design professional development tracks for entire on-site support team to ensure growth and satisfaction in their roles on the team.
• Partner with onsite supervisors, IT assets and procurement leadership, and IT senior leadership to design and evolve an efficient on-site asset management tracking system.
• Present to IT leadership on the health of on-site support programs across the enterprise that continuously improve service delivery to the firm.
• Build service-based relationships with attorneys and staff across the enterprise, while utilizing exceptional customer service skills and ITIL best practices.
• Analyze metrics and behaviors in Service Now for ongoing requests for new hardware, software installations, and incidents reported by end users within all offices and execute solutions for improvement.
• Collaborate with IT Program Management to lead special duties, tasks, or projects, as required.

• Excellent Benefits including a 401k match
• Generous PTO plan
• Excellent growth and advancement opportunities
• Corporate Discount Plans

Interested?
Wilson Elser is a firm who focuses their commitment to both their clients and you! Please consider joining our team by applying online or sending your credentials to Careers@wilsonelser.com and putting "IT On-Site Systems Support Manager" in the subject line.

We believe in creating a work environment free of barriers and bias, where individual outlooks and talents are respected and valued. Our firm's policy is to ensure an equal employment opportunity without discrimination or harassment based on race, color, national origin religion, age, sex, disability, citizenship, marital status, sexual orientation or any other characteristic protected by the law.