Job Description

Thompson Coburn, a large full-service law firm with offices in eight (8) cities across the U.S., is in search of a full-time exempt Manager of Technical Support to join its St. Louis or Chicago office. With over 400 attorneys and experience in 50 areas of law, Thompson Coburn is regularly recognized for providing clients with outstanding value and service. Driven by our core values of integrity, innovation and diversity, we collaborate and work in a welcoming, fast-paced, and inclusive environment.

Under the leadership of the Director, IT Operations, this position will manage the continuous delivery and improvement of IT services to end users, including all attorneys, legal support, and staff. This role works closely with the IT management team to ensure technology changes are properly transitioned, maintained, and supported in the Firm’s production environment. This position is eligible for a flexible hybrid-remote work schedule after an initial period of training.

Key Responsibilities:

• Leads and manages the service desk and deskside support teams, providing guidance, training, and mentorship.
• Monitors and reports on key performance indicators (KPIs) and service level agreements (SLAs) to ensure targets are met.
• Proactively and actively manages vendor service delivery and relationships.  Responsible for monitoring the agreed-upon service level agreements with applicable vendors, raising vendor variances as needed, and holding vendors accountable to the service level provided.
• Acts as an escalation point for complex technical issues and ensuring appropriate resolution.
• Leads the timely and effective resolution of major incidents, including coordinating announcements, workarounds, resolution, and closure.
• Oversees the procurement and inventory of hardware and software resources required for supporting operations.

Experience and Education Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field and/or equivalent in relevant professional experience with subject matter expertise in core technologies is required.
• A minimum of nine (9) years of experience working with IT and related technologies and at least three (3) years of experience working in the capacity of an IT Operations function is required.
• At least three (3) years of prior management experience, including managing cross-functional teams and vendor relationships, is required.
• Prior experience in a capacity that required Crisis Management and driving initiatives to improve services and quality of operational support within IT is required.
• ITIL Foundation certification or completion within 9 months of hire is required.
• Prior experience working with ITSM programs such as ServiceNow, including design and implementation of workflows, service level reports, data integration, and Configuration Management Database (CMDB) is preferred.

Thompson Coburn LLP is a large, full service, multi-state firm with offices in Birmingham, Chicago, Dallas, Los Angeles, New York, St. Louis, Southern Illinois, Washington D.C. At Thompson Coburn, our behavior and the expectations we have of ourselves are guided by the values that we hold in the highest regard: integrity, a passion for excellence, a focus on serving the client, a value of diversity, innovation, creativity, trust, and loyalty. Within the Firm, we value each other as people and colleagues. In addition to the exceptional working environment and a competitive salary, Thompson Coburn provides the following benefit options to qualifying employees:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life Insurance & ADD policies
• Short & Long Term Disability Insurance
• Paid Parental Leave
• 401(k) Profit Sharing plans
• Parking/Transportation Stipend
• Section 125 Plan (Pre-tax premiums, dependent care and medical reimbursement)
• Paid Holidays
• Paid Vacation Time
• Employee Assistance Program (EAP)
• Employee Wellness Program
• Tuition Reimbursement
• College Savings Plan Deductions (529 Plans)
• Long Term Care

Equal Opportunity Employer M/F/D/V

How to Apply

Job Types: Full-Time. Salaries: Not Disclosed.

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