King & Spalding – New York, NY
The IT Manager is responsible for delivery of end user IT support for the New York office. This includes support of desktops, laptops, mobile devices, printers, scanners and associated accessories. Also included are the firm’s end-user telephone and messaging equipment in the New York offices. The Manager is responsible to support office openings/moves, trial sites and other off site events with staff support and equipment. This position works closely with Atlanta technology department and the Service Desk to meet defined service level agreements. This position also works closely with counterparts in other offices to establish and meet firm-wide standards. The position is located in New York. The basic work hours are seven and one-half hours to be worked between the hours of 8:00 AM and 6:00 PM. Overtime and weekend work is frequently required, availability via mobile device and cell phone is required.
Candidates will have the following responsibilities:
Work closely with the office Leadership to address IT related issues.
Act as a liaison between the IT department and the user population.
Advise the Regional Manager on how technology can serve their user population
Ensure that IT services are provided in accordance with SLAs .
Provide cost-effective stewardship of IT resources used in the delivery of IT Services.
Build and sustain strong relationships with IT peers and the user community.
Hire, evaluate, supervise and direct staff as necessary.
Develop the soft and hard skills of the support staff in terms of delivery of services.
Work with the IT staff in all offices to develop strategic plans and facilitate the implementation of these plans.
Assist in preparation of the annual budget for all expenses related to the end user support and manage these expenses during the year.
Analyze help desk software reports to determine end user problem call trends and develop plans to address problems.
Handle multiple tasks and priorities at the same time.
An undergraduate or graduate degree in a related technical field.
5-10 years of experience managing a technical staff.
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Project Management – Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to e-mail and voice mails as soon as possible and no later than the following business day; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Team Work – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed; Recognizes accomplishments of other team members.
Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Leadership – Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Inspires respect and trust; Accepts feedback from others; Provides vision and inspiration to peers and subordinates; Gives appropriate recognition to others; Displays passion and optimism; Mobilizes others to fulfill the vision.