Direct message the job poster from Reed Smith LLP
Under the direction of the Assistant Director of IT Operations, this position is responsible for the overall System Operations and Support functions for the Munich and Frankfurt offices. This includes overseeing day-to-day operations, ensuring the completion of necessary recordkeeping, submitting reports as necessary, and guaranteeing adequate levels of support to users and peers. In addition, this position assists the Assistant Director of IT Operations with special projects, research, and improvement initiatives, coordinating with supervisors, managers, and business managers as necessary.
Essential Functions
The following responsibilities are not exhaustive and will evolve with the role:
* Oversee day-to-day operations of the Support and Operations functions, including, but not limited to: managing coverage schedules for the region, planning annual travel schedules, working with global operational and 3rd line teams, ensuring all IT issues are dealt with in a prompt and proactive manner.
* Work closely with and assist Senior Manager IT Operations to ensure the offices work in a collaborative manner both within region, and globally. Updating the region on global initiatives and ensuring that office and regional projects are completed to the highest possible levels.
* Ensure that the highest level of customer service is provided to all end users in regard to support, and system administration/operations.
* Accomplish Regional IT objectives by forecasting requirements, preparing an annual budget wish list, spending in time all approved budget line items. Maintain quality service by establishing and complying with firm standards, systems, policies, and procedures.
* Build and maintain key relationships with stakeholders within region, updating them on current issues/challenges, as well as project landscape and expected business impact.
* Supervise and provide support on various hardware, including printers, telephones, SmartPhone devices, dictation devices, mobile PCs, desktops, monitors, and other peripherals. This includes preparation and installation of laptops and desktops and working with vendors to maintain/fix equipment.
* Oversee and work with HR/Recruiting to initiate and guide New Hires through IT eLearning courses with assistance from the System Administrators and Deskside Support Specialists. Provide technical support, directly to users, including installing, configuring, and maintaining hardware and software to accommodate user needs. Aid in troubleshooting computer hardware, software, networking, and data communication technologies.
* Monitor and supervise tickets in HEAT (the call tracking system) in a timely manner per departmental guidelines. Coordinate with System Administrators and Deskside Support Specialists to update and close tickets and assign tickets to others as appropriate. Monitor call levels for office/region.
* Ensure proper notification to users for all systems problems and events, including scheduled and unscheduled downtime. Prepare Environment Change requests for approval; send user notices, bulletins, and newsletters. Ensure that the Senior Manager of IT Operations and/or other management personnel are notified of important issues or unusual circumstances.
* Maintain extensive knowledge of all firm operating systems and applications to assist in the planning, testing and implementation of various software systems and other initiatives and to evaluate the users’ needs.
* Assist in the testing of application upgrades and new applications prior to deployment.
* Regularly confer with colleagues to ensure consistency of services provided, efficient pooling of resources and foster opportunities for information sharing and brainstorming.
* Oversee the maintenance of hardware and software inventory and computer room equipment to ensure systems and applications availability.
* Provide direct support to users as necessary or otherwise appropriate.
* Coordinate special projects relating to acquisitions, office and department moves, software and hardware deployment, and special training initiatives whilst maintaining high levels of BAU.
* Good knowledge of LAN/WAN technologies, and network troubleshooting.
* Organize and participate in secretarial and management meetings to gather feedback on the applications in place to determine how IT can best meet user needs and evaluate the level of customer service being provided.
* Foster an environment of collaboration, personal investment, accountability, and knowledge sharing. Ensure the ongoing development of Support and Operations personnel and encourage continuing education and expansion of industry knowledge among personnel.
* Experience with AV technology (Teams/Zoom/Webex) as well as setting up and support high profile meetings.
* Maintain a neat, organized, clean, and safe work environment.
* May volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various Firmwide S&T initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities.
Requirements
Education:
Bachelor’s Degree in IT discipline or related discipline or equivalent experience. Additional training/certification in relevant technologies preferred.
Experience:
Six years’ experience in a Support and Operations function; supervisory experience required. Experience in law firm or other service environment an advantage.
Skills:
Extensive knowledge of PCs, MS Office 2010 Suite, Document Management systems such as iManage, and desktop operating systems (Windows 2010). Excellent communication and interpersonal skills and ability to interact effectively with all organizational levels as well as vendors and others outside the firm. Possess a customer focus and a track record of providing the highest level of customer service. Able to effectively manage multiple priorities and adapt to constantly changing priorities. Strong organization, communication, leadership, problem solving, and presentation skills. Demonstrated initiative in project management. Understanding and serving others are important attributes in this position. Ability to develop and motivate people and create a positive team environment. Able to manage people, time, and resources to accomplish goals. Able and willing to travel occasionally via car, train, and airplane.
Able to deal with stress associated with fast-paced work environment. Multiple priorities/tasks. Make judgment decisions and adapt to changing work situations. Grasp and apply new ideas. Communicate with various personalities at all levels.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
* Law Practice
#J-18808-Ljbffr