Senior Manager of Information Technology Operations

Published January 26th, 2024

Job Description:

The Senior Manager of IT Operations is responsible for ensuring that all IT systems are maintained and supported, overseeing a team of IT professionals, including the Helpdesk team, and providing technical support and training to end-users.

Key Responsibilities:

  • Manage day-to-day IT operations for the law firm, focusing on end-user technical support, technology training, and managing end-user computing environments.
  • Supervise a team of IT professionals, including Helpdesk, ensuring that all support requests are resolved in a timely and effective manner.
  • Manage IT service desk platform and monitor IT performance metrics, providing regular reports to CIO.
  • Develop and implement IT policies, procedures, and best practices, ensuring compliance with regulatory requirements and industry standards.
  • Oversee the deployment and maintenance of hardware and software systems, including desktops, laptops, and mobile devices.
  • Coordinate with external vendors and providers to ensure timely and effective support and service.
  • Oversee efforts to provide IT training and support to end-users, ensuring that they have the tools and knowledge needed to perform their job functions.
  • Oversee management of the firm’s audiovisual systems, ensuring that meetings and presentations are supported by the necessary technology.
  • Assist CIO in developing and managing the IT operations budget, ensuring that resources are allocated effectively and efficiently.
  • Identify opportunities to improve IT operations and end-user satisfaction and implement solutions to address those opportunities.
  • Manage IT projects and oversee implementation of new technology as necessary 
  • Ensure appropriate staffing levels for managed teams
  • Serve as mentor for members of the IT team, focusing on career and professional development for IT staff members. 
  • Foster positive and professional connection with other legal and administrative departments in the firm, ensuring collaborative relationships with these departments.


  • Bachelor’s degree in computer science, Information Technology, or related field.
  • 8+ years of experience managing complex IT operations for large organizations, with a focus on end-user support and managing desktop computing environments.   Law firm experience preferred.
  • Strong leadership, project management, and technical skills.
  • Knowledge of IT service management frameworks, such as ITIL.
  • Experience managing audiovisual systems.


  • An extraordinary level of professionalism and excellent interpersonal skills with a focus on exceptional customer satisfaction with attorneys, clients, and business services staff members.   
  • Ability to build, train, mentor and modify a team. 
  • Ability to manage multiple responsibilities, set priorities, and work well under pressure.
  • Ability to work independently as well as a member of a team participating on projects. 
  • Maintain confidentiality and perception of confidentiality as pertains to client information as well as Firm information.
  • Ability to work outside of normal business hours, as needed.  


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