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 Desktop Support Manager.

Position Overview:

The Desktop Support Manager ensures the development, performance and delivery of all IT desktop hardware for the Firm to produce smooth and efficient and delivery solutions. This individual onboards, develops, leads and motivates a team of dedicated IT Desktop Support professionals to deliver excellent customer support for the hardware services IT provides to the Firm.

Responsibilities:

• Responsible for all aspects of installation, repair, maintenance, and troubleshooting of all IT desktop hardware;
• Oversees build and imaging process, as well as development and future innovation, including staying aware of current trends to make recommendations on improvements for processes and physical devices;
• Manages and maintains documentation of procedures, processes, and reports related to asset and configuration management;
• Provides support to all other departments with any IT desktop hardware requests and maintenance-related issues;
• Manages resource scheduling and back-up support;
• Contributes to training and development of the Desktop Support team;
• Assesses, recommends and purchases new and replacement IT desktop hardware;
• Manages inventory and lifecycle of hardware assets (including dependencies) to ensure that modifications, withdrawals, and additions are correctly recorded by the team;
• Oversees and manages short and long-range departmental objectives, policies and operating procedures;
• Provides support to planning initiatives through analysis, reports and recommendations;
• Asset management of equipment from receiving to retirement; and
• Oversees and manages scheduled, periodic and ad hoc desktop hardware projects;
• Manages incoming request & incident tickets in ServiceNow;
• Monitors the ticketing system for calls relating to printers, scanners, inventory and peripheral requests. Acknowledges and assigns tickets as appropriate;
• Follows up with customers regarding open issues and ensures delivery of stellar client service;
• Resolves tickets in a timely manner, managing stale tickets and escalations;
• Creates, implements and meets service level agreements (SLAs);
• Manages equipment inventory and maintenance; and
• Performs other duties, as assigned.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience;
• At least 7 years of experience working in Desktop Support and/or IT Hardware Operations position(s);
• 3+ years’ experience in people management, including mentoring, succession planning, and performance evaluations;
• 2+  years of ServiceNow experience, including Service Desk & Asset Management;
• Knowledge of ITIL framework; ITIL Foundation Certification a plus;
• Prior experience with MS SCCM is preferred;
• Working knowledge of computer systems, IT security, network and systems administration, databases and data storage systems, and phone systems;
• Ability to leverage strong communication skills in tandem with a commitment to delivering exceptional customer service and solutions;
• Takes pride in sharing knowledge and information with team members and collaboratively across IT teams;
• Excellent project management skills and strong ability to prioritize, including demonstrated experience leading and managing large IT projects;
• Strong critical thinking and decision-making skills;
• Firm grasp on IT infrastructure and operations best practices; 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.