Come and shine with the stars of LeClairRyan! Since its inception, LeClairRyan has grown exponentially and is now home to over 340 attorneys with offices in 16 states and the District of Columbia. LeClairRyan is currently seeking a IT Service Delivery Manager in Newark, New Jersey who will contribute to overall success and help secure the bright future of the Firm.
LeClairRyan is an equal opportunity employer committed to diversity in the workplace.
One Riverfront Plaza is home to LeClairRyan’s Newark, New Jersey office and is conveniently located adjacent to Newark Penn Station. As our second largest office, approximately 65 attorneys and over 50 professional support staff represent the Firm in Newark and offer services to our valued clients in a multitude of practice areas. Individuals who join LeClairRyan in Newark can expect a constantly changing environment that fosters professional growth and development.
LeClairRyan’s Information Technology team consists of approximately 15 professional staff who provide onsite and remote support to LeClairRyan employees nationwide. As LeClairRyan has expanded, the team has focused on development, improvement, and implementation of the Firm’s technological resources. With LeClairRyan’s dedication to innovation, our Information Technology department will continue to be a vital part of our continued success.
The Service Delivery Manager is responsible for assisting in the development and refinement of the LeClairRyan service delivery model compliant with industry standards. The SDM will provide hands-on management and oversight of multi-vendor and internal resources. Manages end-user support engineers charged with proactively identifying and resolving Level I – Level III technical issues for the LeClairRyan user community or ensuring the full functionality of the Firm’s physical plant (offices) nation-wide, in both new and existing locations. Working in concert with the Director of IT Services, the Service Delivery Manager will develop effective, timely and measurable plans for managing and improving end-user experiences through the implementation of SLA’s and escalation management. This individual will demonstrate leadership skills by taking complete ownership of implementation of workflows and integration of multiple ticket management systems, leveraging routing and escalation processes while balancing competing priorities.
The Service Delivery Manager will complete tasks that include but are not limited to the following:
Managing all outsourced Service Delivery activities:
Regularly interacts and liaise with all Firm offices and OAC’s to ensure service standards are implemented and followed appropriately.
Acts as intermediary between Attorneys, administrative staff and Service Desk resources as necessary.
Functions as the primary management contact for problem identification and resolution for issues that have been escalated by users and the support team.
Manages the dispatch process of service requests to ensure full utilization of technical resources.
Interacts with IT vendors, suppliers and partners to ensure correct supplies are procured on-time.
Negotiates with vendors to ensure adherence to SLA’s.
Improves usage of IT Support resources.
Communicates effectively with all firm employees in a constructive manner to guarantee user expectations are exceeded.
Maintains awareness of all outstanding user pre- and post-delivery issue(s) and provides status to users on a consistent basis.
Performs consistent end-user follow-up to verify final resolution and determine satisfaction levels are met.
Interfaces with appropriate technical personnel for user problems that cannot be resolved immediately.
Provides accurate reports and metrics to executive management illustrating and presenting actions for remediation, training and ongoing improvements in line with IT service standards and policies.
Managing overall Service Delivery objectives:
Manages and maintains all Service Requests workflows and integration processes.
Develops daily schedules for Support Engineers to handle user deliverables in order of importance and priority striving for first contact resolution.
Continually re-prioritizes technical issues based upon level of urgency.
Addresses complex support issues that are escalated by support engineers.
Manages needs of special projects as assigned by Senior Management.
Acts as the primary after-hours contact for escalation of emergency support issues.
Generates weekly and monthly reports / metrics on end user, support engineer and support desk performance.
Implements methodologies to improve first call resolution and chooses appropriate technology/resources to maximize support desk effectiveness.
Re-engineer Support Desk according to industry best practices.
Travels periodically to all Firm locations to assess area’s for improvement.
Manages Service Delivery staff including talent assessments, disciplinary actions, hiring, and recommendations for career advancement.
Develops and recommends training programs to keep technical support team abreast of current and new technologies.
Projects staffing needs based upon user demand trends and determines how to efficiency staff for those needs.
Creates and maintains formal procedures and policies to ensure consistency and repeatable, sustained productivity.
Motivates team to provide outstanding and timely service.
5 – 8 Years of Technical Management and Service Delivery leadership, legal experience preferred.
Significant experience with incident lifecycle management, ITIL framework and related systems.
Proficiency with Service Delivery / Help Desk standards and methodologies.
Knowledge and experience in cross-functional management methods and techniques.
Significant experience utilizing service automation tools and process mapping.
Proficient in Microsoft Office, Document Management Systems, preferably iManage, Enterprise Systems, Telephony, Mobile Computing, LAN/WAN etc.
Demonstrated leadership and highly effective management skills.
Excellent time management. project management and organizational skills to optimize workflow.
Ability to manage multiple high priority initiatives in high demand environment.
Excellent communication skills, both written and verbal.
LeClairRyan does not accept unsolicited resume submissions from contracted or non-contracted agencies. LeClairRyan is not responsible for any fees related to unsolicited resumes.