ILTA Career Center

Cravath, Swaine & Moore LLP has been known as one of the premier U.S. law firms for over two centuries. The Firm is dedicated to delivering innovative technology and superior service to its clients and over 1,000 lawyers and staff. Bring your passion and dedication to the Firm’s Information Technology team as a Service Desk Manager.

Position Overview

The Service Desk Manager oversees the Service Desk functions of the Firm and consistently ensures delivery of high quality customer service and positive user experiences. This individual onboards, develops, leads and motivates a team of dedicated IT service professionals to deliver excellent customer support for the services IT provides to the Firm.

The ideal candidate will be creative, enthusiastic, analytical, and eager to take on responsibility and learn new skills. This individual must excel in a fast-paced, dynamic, 24x7 technology department and possess an exceptionally high level of personal responsibility for delivering superb customer service experiences.

Responsibilities:

• Manages a 24x7 team of Service Desk professionals and ensures availability to be on call to respond to issues or questions as they arise;
• In conjunction with the Sr. Manager of User Support, develops and maintains performance measurement standards and applies those standards to the performance management of Service Desk team;
• Manages the professional and technical development of the Service Desk team;
• Represents the Service Desk in change management, problem management, deployment, and departmental meetings;
• Develops and maintains end user automation procedures and documentation;
• Manages Service Desk resources for optimal performance. This includes resource management for incoming customer inquiries, projects, trial site coverage, administrative work and time allotted for holidays and time off;
• Oversees the administration and maintenance of the ServiceNow ITSM platform;
• Collaborates with Senior Manager of User Support and Human Resources department on performance review process, administrative management, training and mentorship needs;
• Manages, prepares and distributes operational reports and analysis setting forth progress, trends and appropriate recommendations or conclusions;
• Maintains a hands-on management approach with the readiness to jump in and work alongside the team as needed;
• Takes ownership of escalated tickets by following up with other teams or managers within the IT department;
• Maintains team morale and develops platforms for team building, recognition and peer collaboration;
• Reviews customer surveys and feedback forms and follows up with users whenever necessary; and
• Performs other duties, as assigned.

Qualifications:

• Bachelor’s degree, preferably in Computer Science, Business Administration or related program of study;
• 5 or more years of experience supervising an IT support or service team, ideally within a law firm, corporate environment or professional services organization;
• Strong interpersonal skills and the ability to work in an integrated team environment;
• Experience with all aspects of survey creation including design, quality assurance, interpretation and validation of data;
• At least 2 years of hands-on experience in utilizing ITIL compliant service desk tools, including ServiceNow;
• Practical knowledge and experience in the creation and maintenance of technical knowledgebase documentation and tools;
• Familiarity with ITIL best practices. ITIL Foundations Certification preferred;
• Ability to independently manage tasks, projects and deadlines; and
• Availability to work additional hours as needed.

This position is located in our New York office. We offer a competitive salary and excellent benefits including medical, dental, vision care, 401(k) and health club privileges.