IT Manager

Reporting to the Regional Information Technology Director, the IT Manager will be responsible for the day-to-day relationship with key business owners and leading the local team in the delivery of world-class customer service.

This position will reside in our Boston office and offers a hybrid in-office/remote working schedule. This role will also be required to travel to our Hartford, CT office once every other week.

Instructional/Support Activities Include:
Knowledgeable in firm technology and can consult with users to identify and recommend firm technology best suited for their needs; leads one or more offices in this area and researches and recommends technology not already deployed within the firm.
Participates in various meetings with users within the offices for which the IT Manager is responsible, including but not limited to focus-group meetings, practice-group meetings, and staff meetings.
Collaborates with fellow IT Managers in the firm, including discussions expected to improve operational processes (e.g., onboarding, project-management tools, etc.)
Manages queues/SLAs for local IT teams in offices for which the IT Manager is responsible; resolves tasks and issues assigned to the group via ticketing software; meets defined SLAs and workload targets.
Responsible for the ordering, deployment, inventory and maintenance of all local office hardware.
Manages the delivery of level 2 mobility support within one or more offices.
Leads one or more local office teams in providing desktop application support.
Acts as liaison with other departments.
Provides direct support and coaching to end users and leads one or more teams doing same with the firm's commonly used hardware and software; performs research to help resolve issues (internal KB, Internet, etc.); identifies and escalates trends and makes suggestions on how to resolve them.
Utilizes existing ServiceNow Knowledge Base articles to research incidents and problems; submits new articles for review and inclusion.
Participates in a minimum of 85% of pre-pilots and reports findings; becomes familiar with each change; oversees participation of one or more offices.
Supports meetings, on/offsite war rooms, trials; oversees the delivery of setup, configuring and tearing down hardware (computers, projectors, printers, etc.), gathers information and plans support activities, leads one or more offices to do same
Experience/Qualifications: Bachelor's degree in Computer Science, Information Systems, or related discipline and minimum 10+ years of progressively responsible experience in IT, including 4 years' experience in a supervisory role

Preferred

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