IT Manager - Service Desk & Communications
Baker Botts

Baker Botts, a full-service, leading international law firm recognized for our understanding of the industries we serve, is seeking an I.T. Manager - Service Desk & Communications to join its I.T. Department team. This position is responsible for managing a combined team of internal and outsourced US-based Service Desk Support Analysts to provide white-glove support to the firm. Additionally, this position serves as the Chairman of the Communications Task Force, responsible for preparing and sending IT-related communications to firm employees. This full-time, fully remote, exempt position resident in our Houston office and comes with an excellent comprehensive benefits package.

Essential duties and responsibilities

• The I.T. Manager - Service Desk & Communications oversees all aspects of the Service Desk support team and internal I.T. communications, including, but not limited to:
  • Provide guidance and support to internal support analysts through mentorship, training, and escalation management. The position also handles administrative duties such as performance evaluations, corrective action, and approval of time sheets and PTO requests.
  • Work closely with the appointed Manager(s) of our outsourced support provider to ensure the delivery of high-quality support. The I.T. Manager will set expectations, manage requests for service improvement, address problems, facilitate the onboarding and offboarding of analysts, and promptly report issues and outages to ensure leadership and analysts are well-equipped and properly trained to assist customers.
  • Monitor the Service Desk Teams Channel to assist Service Desk Analysts, address questions, and identify potential issues or outages that may require attention from other IT groups.
  • Conduct periodic quality reviews by monitoring tickets, telephone, and session recordings to ensure analysts are meeting firm expectations and providing superior-quality support. If issues are identified, the I.T. Manager must engage in discussions and suggest improvements to enhance the quality of service.
  • Provide recommendations to management on support policies and procedures to improve processes and quality of service.
  • Responsible for creating, maintaining, monitoring and notification around KPIs and SLAs with their internal peers and outsourced service provider.

• Responsible for our ITSM tool, currently Service Now, with the help from our outsourced support provider. This includes but is not limited to:
  • Manage the operations and development of ServiceNow, including its use, development, and ongoing process improvement to meet the Firm's needs and expectations.
  • Develop and maintain the Service Catalog using the Catalog Builder and Flow Designer. Coordinate with the service provider to publish new and modified Catalog Requests and address technical issues or improvements.
  • Collaborate with other Baker Botts IT Managers and staff to address questions and concerns regarding the use and functionality of ServiceNow.
  • Serve as the Knowledge Manager for the ServiceNow Knowledge Base, responsible for creating and updating articles, coordinating with stakeholders to ensure KB articles are current, and approving new and retired articles.

• Serve as Chairman of the Communications Task Force, responsible for drafting, reviewing, and sending IT-related communications to the firm's employees. Collaborate with other Task Force members as needed to ensure timely and accurate information is disseminated.
• Other duties as assigned by the Director of IT Customer Experience.

Qualifications

• Bachelor’s Degree preferred.
• 4+ years of supervisory experience is required, as well as 4+ years in a Service Desk/Call Center support environment, preferably in a professional services environment.

Technical/Soft Skills

• Advanced written and oral communication skills (required)
• Experience with call center technologies
• Proficiency in Microsoft 365 applications
• Knowledge of Active Directory and managing group objects
• Experience with remote support tools such as BeyondTrust \ Bomgar
• High level of knowledge of ServiceNow, preferably skilled in the use of Catalog Builder and Flow Designer.
• Possess exceptional customer service, problem-solving, and structured troubleshooting techniques
• Excellent attendance and punctuality
• Strong administrative and leadership qualities
• Ability to work independently without direct supervision

Extent of Contact (Within and outside the firm):

• Medium degree of contact with lawyers/staff relating to issues related to the Service Desk.
• High degree of contact with the outsourced support provider
• Moderate to high degree of contact with other IT Managers and IT Staff
• This position has firmwide responsibilities and can involve interactions with lawyers/staff in any of our locations

Physical demands:

• Must be able to sit for extensive periods of time, either while using the telephone or computer.
• Must be able to work in a high-pressure environment with time restraints and frequent interruptions.

Working conditions and environment

• This is a fully remote position requiring virtual interactions and meetings with staff including video calls. A suitable working space without background noise is required.
• This position may require coming into the office for scheduled events such as onboarding, team meetings, trainings, and other events as appropriate.
• This full-time position requires a five-day work week and standard hours as outlined in the firm’s policy manual. Additional hours may be required to perform the job's essential functions, including some weekend and evening hours; particularly when there is an unplanned event.
• The position may require some out-of-town travel.

Baker Botts L.L.P. is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, gender, sex, age, religion, creed, national origin, citizenship, marital status, sexual orientation, disability, medical condition, military and veteran status, gender identity or expression, genetic information or any other basis protected by federal, state, or local law.

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