Regional IT Manager
Pilsbury Law

Washington, District of Columbia

Job Description

The firm is seeking a successful candidate to oversee IT services for the Washington, D.C. and Northern Virginia offices. The candidate will assume management and leadership responsibility for office-specific technology including data and video networks, voice/telephone systems, and computer systems. The Regional IT Manager works under the guidance of the Director of IT Services Management to ensure the delivery of quality services to all users, provides effective leadership and guidance to the DC and VA IT staff, lead various firmwide initiatives as it pertains to local IT services and may have hands-on responsibility for some aspects of the technology.
The position is based in the Washington, DC office and requires periodic visits to the VA office and attendance to the Annual IT Services Management Conference in Nashville. Additional coverage and travel to any of the Firm's other domestic and international offices may be required from time to time for coverage needs and during major rollouts.

The position's primary responsibilities include the following:
Client Service
• Consistently promotes and models the Firm's Client Service Principles in teamwork, work product, and personal interaction.
• Ensures exemplary client service to all internal and external clients; proactively promote client service throughout department and among teams; respond to peer requests with recognition that request serves a client or Firm need.
Office Technology Management
• Responsible to assist PMO with Firmwide projects, including providing leadership in office-specific initiatives, and the execution of Firm initiatives.
• Responsible for regional offices' management, maintenance, and operation of all office technology equipment including desktop, laptop, printer, telephone/voicemail, peripheral hardware and audio/video conferencing equipment. Responsible for understanding, operating, troubleshooting, and training local team members on technology equipment.
• Responsible for inventory management of office technology equipment including distribution, tracking, and arranging for repairs for both warranty and post warranty "break/fix" processes.
• Ensures the integrity of office technology systems, coordinating with vendors and user populations as needed for off-hours downtime.
• Manages and supports the Firm mandated training initiatives for the office staff. Working with the IT Training Group to ensure technology training and new hire training is delivered in a timely and consistent manner.
• In conjunction with the infrastructure group, oversee and, if necessary, conduct server maintenance, configuration, and troubleshooting. If applicable, performs system testing, apply upgrades and service packs adhering to Firm standards and guidelines. Proactively monitors servers, switches, UPS devices, routers, wireless AP. Effectively communicates outages and downtime to office management and personnel.
• Responsible for capacity planning and budgeting, including the translation of planned growth into appropriate, technology related, expansions and associated budgetary requests.
• In conjunction with the management of IT Services, Regional IT Manager facilitates office-related contract, licensing and vendor management.
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• Prepares office-specific technology budgets and assists/provides input for firmwide and Capital expense budget items. Responsible for monitoring expenses and ensuring adherence to budgets.
• Monitors all ITSM incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents. Provides hands on support to the team and responds to escalated, complex incidents.
• Communicates proactively with end users to ensure issues are clarified, effectively addressed, and resolved with appropriate urgency. Ensures end user satisfaction; maintains accountability throughout resolution, including when issue is delegated or handed off.
• Follows Firm change management policies and procedures when introducing changes to the environment, and ensures direct reports are aware of and adhere to changes.
• Participates in firmwide management meetings and team initiatives.
• Will be reachable via mobile device outside of standard working hours as needed. Responsive to urgent email messages and attends critical meetings and conference calls when system issues warrant it.
Team Management
• Manages the appropriate and timely resolution of incidents and ensures requests are logged into the ticket management system from floor walks, live calls, email, and voice mail systems. Ensures team delivers thorough issue resolution and that solutions provided by the team reflect understanding of software and hardware integration and functioning. Manages the queue and reports on statistics for the office, as appropriate.
• Ensures Firm policies and practices are followed within the Department; promotes consistency and fairness, maintains open door policy and promotes open dialog.
• Ensures Regional IT staff is knowledgeable and trained on professional and technical matters.
• Ensures Regional IT staff is structured and staffed effectively to meet client service objectives.
• Ensures staff effectively meets client service objectives. Provides supportive coaching; set achievable and challenging team goals; develops skills of team members to ensure achievement of client service priorities.
• Prepares timely, substantive, and strategically aligned performance evaluations.
• Identifies and addresses employee relations and performance concerns within team in a timely manner; collaborates with Human Resources and IT Senior management to support effective and appropriate resolutions.
• Participates in recruiting for department, including drafting position descriptions; regularly reviews and updates position descriptions for staff.
Project Management
• Manages department level, office or firmwide projects. Creates and manages project schedules, tracks issues, and makes decisions affecting the outcome of the project.
• Contributes to firmwide technology projects and takes ownership of assigned tasks. Addresses issues representing needs and concerns of all assigned offices.
• Manages the tasks of other project members to ensure schedules are maintained and a high-quality result is achieved.
• Coordinates the activities of the team for one or more functions of the department. Monitors team progress, provides coaching, and addresses issues identified by the team.
Knowledge and Professional Development
• Remains current in industry trends in Information Technology and the legal profession.
• Ensures current knowledge of Firm software applications and hardware; and that personal knowledge remains current and comprehensive in area(s) of expertise.
• Ensures knowledge of attorneys, staff, Firm practice areas and clients, etc. is current, and that personal interaction reflects awareness of the Firm's personnel and business practices.
• Ensures communication and teamwork skills are highly effective and employs best practices to support client service objectives.
• Actively participates in and contributes to the User Support Peer Group and other peer groups of the International Legal Technology Association (ILTA) or similar organizations.
Confidentiality
Safeguards and keeps confidential any information, observations, or viewpoints regarding Firm and client business matters.
Safety Practices
Adhere to the Firm's General Safety Practices and any unique safety practices for department and building.

Qualifications

REQUIRED EDUCATION, KNOWLEDGE AND EXPERIENCE:
• Bachelor's degree required or equivalent work experience successfully exhibited in prior job responsibilities.
• Five years' technology experience with advanced hardware, software, LAN/WAN, server, MS Office, and Windows OS knowledge.
• Minimum three years supervisory experience in a technical environment including end-user support, training, help desk, personnel management and new hardware/application rollouts.
• Strong knowledge of other products including desktop hardware and peripherals, phones, A/V equipment (PCs, notebooks, printers, scanners, and PDAs).
• Relevant and recent certification strongly desired.
• Law firm experience is strongly preferred.
REQUIRED SKILLS AND ABILITIES:
• Exceptional team management and leadership skills, with a proven ability to develop and lead in a client service-focused environment. Referrals from Administrators and attorney staff members as appropriate/available.
• Proven experience to lead by example.
• Highly effective communication skills with all levels in the organization.
• Strong project management skills. Ability to achieve consensus and project results with sometimes incomplete, ambiguous, or sensitive information.
• Skill to assess issues and needs and to provide responsive solutions. A highly proactive, solution-oriented approach to work and interactions.
• Excellent organizational skills and the ability to manage multiple projects and significant assignments.
• Talent for creating client satisfaction; demonstrated ability to focus on the client value in all work.
• Ability to assess information, anticipates issues and outcomes, and makes effective decisions.
• Ability to effectively handle stressful users and client requirements. Ability to listen effectively and maintain professionalism under pressure.
• Flexibility regarding work schedule to meet position needs outside of regular business hours and to carry and respond to a firm provided PDA. Occasional travel is required.
PHYSICAL REQUIREMENTS OF THE POSITION:
Ability to lift up to 50 pounds.

Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.

If you require an accommodation in order to apply for a position, please contact us at PillsburyWorkday@pillsburylaw.com .