Morrison & Foerster LLP ID: 8379 Job Posting Title: Office Technology and IT Project Manager Location: Office Location Flexible
Morrison & Foerster LLP, an Am Law 50 law firm with 16 offices worldwide, has an opening for an Office Technology and IT Project Manager within our Information Technology Department to be located in either our Los Angeles or San Diego offices.
The Office Technology Manager (OTM) in Southern California assumes supervisory and leadership responsibility for office-specific technology in the Los Angeles and San Diego offices, including data and video networks, voice/telephone systems, and computer systems. The OTM collaborates closely with the Director of US IT Support, the Directors of Administration, the Chief Information Officer, and other technical managers across the firm, as well as with attorneys, staff, and vendors, to ensure the delivery of quality services to all users. The OTM is tasked with providing effective leadership and guidance to IT staff and is responsible for coordinating and delegating the day-to-day workflow and ensuring adequate coverage to maintain exception levels of service to the firm.
Firm OTM's lead projects and may have hands-on responsibility for some aspects of the technology. Additionally, OTM's troubleshoot application and hardware issues and provides solutions from inception to successful outcome and provides advanced support for printing and printer management, scanning, and driver management for the Southern California offices. In collaboration with the Support Center Supervisor, the Director of US IT Support and the Chief Information Officer, participates in analyzing current and long-term user needs based on a deep understanding of ticketed incidents, problem escalations, and statistical analysis.
As a Project Manager (PM), remains aware of and maintains information technology strategies by researching and implementing technological strategic solutions. Researches and keeps abreast of the support ticket life cycle and identifies trends and issues that require investigation and follow up. Will engage with all necessary parties to identify root cause of issues and provide comprehensive troubleshooting and data analysis to identify long term solutions. Essential functions include, but are not limited to, the following;
Office Technology Management
Responsible for management, maintenance, and operation of all office technology equipment including desktop, laptop, printer, telephone/voicemail, peripheral hardware and audio/video conferencing equipment. Responsible for understanding, operating, troubleshooting, and training personnel on technology equipment.
Responsible for inventory management of office technology equipment including distribution, tracking, and arranging for repairs for both warranty and post warranty "break/fix" processes.
Ensure the integrity of office technology systems, coordinating with vendors and user populations as needed for off-hours downtime.
Manage and support the Firm mandated training initiatives for the office staff.
In conjunction with the Infrastructure group, oversee and, if necessary, conduct server maintenance, configuration, and troubleshooting. If applicable, perform system testing, apply upgrades and service packs adhering to Firm standards and guidelines. Proactively monitor servers, switches, and wireless AP. Effectively communicate outages and downtime to office management and personnel.
Monitor support center incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents. Provide hands on support to the team and respond to escalated, complex incidents.
Participate in firmwide management meetings, team initiatives, and team on-call rotation.
Ensure risk management is addressed throughout technology operations for the SoCal offices.
End User Support
Provide advanced troubleshooting and issue resolution for desktop applications. Ensure problem solving and solutions reflect understanding of software and hardware integration and functioning. Use firm and vendor provided online knowledge bases as well as other resources to research and resolve issues. Share knowledge gained with others in Information Technology throughout the Firm.
Provide support for specific hardware such as desktop and notebook computers, system peripherals, mobile devices, wireless connectivity, printers, and Multi-Function Printers (MFPs). Understand setup, configuration, and use of other specialized hardware configurations.
Log technical support incidents and service requests into the ticket management system from live calls, email, and voice mail systems. Monitor support center incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents. Provide succinct and pertinent updates to incidents indicating acted upon resolution and communication to user. Provide feedback for process improvement.
Collaborate closely with application owners, other analysts, and vendors to incorporate appropriate expertise and protocols into issue resolution.
Assist with user account management; create, add, change, or delete account information for various systems as necessary.
Provide software/hardware support and troubleshooting for programs, meetings, trials, etc., working off-site as required.
Provide professional interpretation for other Analysts through coaching and knowledge sharing.
Coordinate and prioritize the work of designated staff and temporary personnel within the department to accomplish team goals and objectives, including assigning daily tasks and distributing work to meet deadlines.
Apply knowledge of IT department procedures and protocols and participate in risk assessments and risk management activities.
Participate in quality control initiatives by reviewing assignments for accuracy and quality.
Assist the Firmwide Infrastructure team with system maintenance and with resolving technical problems on servers and other network support equipment.
Assist with site preparation and installation of all new server-related equipment.
Provide support to application analysts who use the infrastructure.
Manage various IT projects and support initiatives to ensure adherence to budget, schedule, and scope of projects; promote a culture of accountability and reliability with regards to the efficient, timely completion of projects, achievement of desired deliverables and proper incident resolution and follow up.
In conjunction with the Support Center Supervisor, the Director of US IT Support and CIO, work closely with the IT Leadership Team and various Managers and teams to determine priorities, global and local issues and accountabilities, and to set, develop, track and ensure on-time project deliverables and milestones; manage and account for unforeseen delays, and realign schedules and expectations as needed.
Work with the Support Center Supervisor to gain insight into and assess the policies and procedures needed to ensure customer satisfaction and the continued efficient operation of the Support Center; collaborate with the Support Center Supervisor to ensure continuous improvement and root cause analysis to improve processes and service levels.
Direct technological research by studying organization goals, strategies, practices, and user projects along with having a deep understanding of Service Now and data analysis.
Complete projects by coordinating resources and timetables with user departments and the Infrastructure teams.
Recommend information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
Keep abreast of statistics and historical data from Service Now of calls handled by the Support Center and identify trends in calls, incidents, service requests and projects.
Provide leadership and direction to the functional teams so that tasks and activities are coordinated for project scope control, quality control, troubleshooting, communication management, change control management, risk management and issue resolution management.
Lead interdepartmental teams to complete assigned projects on time, to specifications, with accuracy and efficiency. Track project performance, specifically to analyze the successful completion of short- and long-term goals.
May outline tasks and clarify specific requirements of projects and delegate project tasks accordingly based on team members' strengths, skill sets, and experience levels.
Meet budgetary objectives and makes adjustments to project constraints based on financial analysis. Prepare and implement a budget based on estimates.
May conduct risk assessments; report identified risks to management; provide recommendations for mitigation of risk (including termination of the project if appropriate).
Ensure that staff is knowledgeable and trained on professional and technical matters.
Provide supportive coaching and timely feedback; practice effective goal-setting and set achievable, challenging team goals; develop skills of team members to ensure achievement of client service priorities.
Ensure team is structured effectively to meet client service objectives.
Promote consistency and fairness; maintain open door policy and facilitate open dialogue.
Ensure Firm policies and practices are followed within team. Prepare timely, substantive, and strategically aligned performance evaluations.
Identify and timely address employee relations and performance concerns within team; collaborate with Human Resources and management to support effective and appropriate resolution.
Participate in recruiting for the department, including drafting position descriptions.
Remain current in industry trends in Information Technology and the legal profession.
Ensure expertise in technology relevant to the position; proactively use most current technology to further teamwork, client service, and efficiency.
Participate on and lead major, complex projects that increase the value of Information Technology services to clients, attorneys, timekeepers and the Firm.
Education and Experience
Bachelor's degree strongly preferred; computer coursework in Computer Science, Business or Engineering is desired.
7+ years' technology experience with advanced hardware, software, LAN/WAN, server, MS Office, and Windows OS knowledge in a professional services firm. Law firm experience preferred and innovative approach to technology.
Minimum 5 years of supervisory and project management experience in a technical environment including end-user support, training, help desk, and rollouts.
Strong knowledge of Microsoft projects including Windows, Office, and Outlook.
Strong knowledge of other products including desktop hardware and peripherals, phones, A/V equipment, PCs, notebooks, printers, scanners, mdm, and mobile devices.
Strong IT construction and design knowledge preferred.
Relevant and recent certifications strongly desired, i.e., MCSE, ITIL, and ISO.
Teamwork and Applied Skills
Exceptional team management and leadership skills, with a proven ability to develop and lead in a client service-focused environment. Ability to effectively assess the skills and expertise of each team member to assist in assigning tasks and responsibilities.
Highly effective communications and exceptional customer service skills; ability to communicate clearly, credibly and diplomatically with all levels in an organization and build effective internal and external client relationships is critical.
Strong project management skills; thorough understanding of project management principles and planning. Ability to achieve consensus and project results with sometimes incomplete, ambiguous, or sensitive information.
Strong sense of accountability, taking ownership over projects and responsibilities and resolving issues proactively.
Ability to assess information, anticipate issues and outcomes, and make effective decisions.
High client service ethic and a proven record in delivering exemplary client satisfaction to external and internal clients.
High comfort level with sometimes stressful client requirements. Ability to listen effectively and maintain professionalism under pressure.
Flexibility regarding work schedule to meet position needs outside of regular business hours.
Who We Are
At Morrison & Foerster, our culture is defined by our deeds. We're passionate about what we do. We're equally passionate about how we do it. We resist hierarchies and operate within a model of respect - for our colleagues, their ideas, and the differences that make us stronger. We encourage you to learn more about who we are , and what we do .
Should you find you're ready to do the best work of your life, we encourage you to let us know!Morrison & Foerster is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, creed, ethnic or national origin, ancestry, age, disability, veteran or military status, marital status, pregnancy, sexual orientation, gender identity, domestic partner status, and other categories protected by applicable laws, or in retaliation for opposition to any practices forbidden under this policy.