Manager: IT Services

Mayer Brown is an international law firm positioned to represent the world’s major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do.

We are a collegial, collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realize their greatest potential all while supporting the Firm’s client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.

If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Information Technology department in our Chicago office, as a Manager: IT Services.

The Manager: IT Services is accountable for the support and delivery of all IT services to the Chicago office.  Provides single point of contact for the business for all IT related matters and ensures that IT services are delivered in line with requirements for the office. Acts as a project resource and manages a local team as required.  Works closely with their regional and global peers to ensure seamless IT service delivery and supports the IT department's strategic goals and initiatives.

Essential Functions: 

• Provides the delivery of office-based IT support services (Deskside, Printer, Telecoms and Audio Visual where appropriate) in line with global standards and as required by the business
• Management of office-based IT budgets in line with global budgeting and invoice processes
• Management and control of office-based IT inventory
• Development of office-based business relationships with key stakeholders
• Oversees the escalation and management of office-based issues to ensure optimal IT service delivery across the range of services defined within the IT Service Catalog
• Oversees management of local IT support resources where appropriate
• Acts as the 'voice' of the offices within the IT department ensuring that local offices needs/concerns are kept in focus for regional/global IT management
• Ensures that timely communications for outages that impact the office are sent from the appropriate service owners
• Ensures optimal service delivery at a local and remote level for the following services in accordance with technical and strategic guideline set by the Global Service Managers and as defined within our global IT Service Catalog;
  • Desk-side Support 
  • Printer Support
  • Telephony Support
  • Audio/Visual Conference Support
  • Mobility Soft Touch Support
  • Desktop  and Laptop Procurement
  • Service Management
  • Supplier Relationship Management
  • 'Smart Hands' Infrastructure Support
• Works with the global customer services management team on projects and act as the primary communication resource when required
• Mobilizes departmental resources to support project activities
• Ensures the local customer services teams adhere to relevant ITIL service management and departmental governance
• Provides leadership and guidance as part of the regional customer services team in support of other ITIL/service management initiatives
• Undertakes all relevant managerial responsibilities including mentoring, recruitment, training, appraisals, reward reviews and performance management
• Provides proactive communication via recognized channels (email, What's new, Yammer, Global Net Plus)

Business Relationship Management:  

• Liaise between Firm management, sponsors, users and other IT personnel to communicate issues regarding overall operations status, operations strategy and plans
• Attends user groups independently or with senior managers as required
• Ensures good proactive working relationships are maintained between the team and other teams within the IT Department and the users
• Meets with key business stakeholders and relevant partners on a bi-monthly basis to ensure IT service delivery is aligned to local business requirements
• Works with the local office Directors of Administration, (as needed) on implementation strategies affecting their user population and gather input on all related issues of concern while prioritizing issues in progress
• Performs other duties as assigned or required to meet Firm goals and objectives

Education/Training/Certifications: 

• Bachelor’s degree in a related field. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job

Professional Experience:

• Prior experience working within a Customer Services/IT Support Management role
• Experience managing teams
• At least 5 years related work experience, preferably in professional partnership
• At least 5 years working with high performance client support departments including help desk and training departments
• 2+ years of project planning, implementation and management preferred

Technical Skills: 

• Proficiency in Microsoft Office products

Performance Traits:

• Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors
• Ability to work in a diverse team environment and effectively support the demanding needs of the Firm
• Ability to work under pressure, meet deadlines with shifting priorities
• Must be a self-starter with a high level of initiative
• Strong customer service skills, able to anticipate needs and exercise independent judgment
• Strong attention to detail, organizational skills and the ability to handle multiple projects
• Maintains confidentiality and exercises discretion
• Exercises solid strategic thinking and problem-solving skills

Management Accountabilities:

• Manages processes for direct reports in regards to performance appraisals, annual compensation, goal setting and performance counselling
• Demonstrated leadership and supervisory experience
• Operational budget analysis and recommendations
• Conducts analysis of staffing levels and participation in the recruitment process
• Able to determine and implement change processes to improve workflow efficiencies
• Process- and service-oriented with strong leadership and project management skills
• Able to set priorities and delegate in an efficient manner

Physical Requirements:

• May require occasional lifting of up to 20 lbs.

The typical pay scale for this position between $123,000 and $163,000, although the actual wage or salary could be lower or higher if the candidate’s education, experience, skills and internal pay alignment are different from those specified. 

The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

We offer competitive compensation and comprehensive benefits, including medical/dental/vision/life/and AD&D insurance, 401(k) savings plan, back-up childcare and eldercare, generous paid time off (PTO), as well as opportunities for professional development and growth.

Thank you for your interest in Mayer Brown. We are committed to providing equal opportunity and reasonable accommodations to applicants and employees with disabilities and disabled veterans. To request a reasonable accommodation related to the application process and/or job interview, please email uslateralrecruiting@mayerbrown.com. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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