What are the responsibilities and job description for the IT Manager (Deskside Services) position at Sidley Austin LLP?
The role directly manages all end-user IT services for over 1,600 lawyers and staff at company’s headquarters. This individual will play a collaborative, cross-functional role, working with local office management, senior departmental managers, practice group heads, and individual lawyers.
This individual will serve as a face of IT, supporting high-touch/high-profile customers, liaising with stakeholders and driving service excellence in every day actions.
Exceptional customer management skills are essential, including the ability to empathize with users, communicate effectively, and resolve issues promptly.
The successful candidate will have a strong knowledge of end-user computing ecosystem with an ability to quickly learn applications and services. High EQ is necessary to succeed in this role.
The Manager of Deskside IT Services supports and improves critical business processes by directing the administration, development, enhancement and maintenance of all end user facing services. This position manages IT support staff, subject matter experts with different levels and areas of expertise, and is responsible for recruiting, mentoring and retaining staff.
Duties and Responsibilities:- Direct the overall activities of user services in Chicago office including hardware and software break-fix, network and phone connection troubleshooting, new hardware deployments, preventative maintenance and repairs.
- Provide leadership, direction, and coaching in planning, staffing, standardization, and process optimization.
- Develop and monitor progress on User Services performance metrics and objectives. Identify and implement improvements to enhance existing metrics.
- Champion continuous improvement initiatives, leveraging analytics and user feedback to optimize support workflows and enhance user satisfaction.
- Implement monitoring tools and early-warning systems that flag potential device or application failures before they impact VIP users, ensuring swift preventive action.
- Collaborate with Information Security to ensure adherence to security policies and industry regulations on all user-facing devices, including oversight of patching, antivirus, and encryption measures.
- Own and maintain a robust knowledge base, continuously updating troubleshooting steps, FAQs, and best practices. Train staff on consistent knowledge documentation to accelerate incident resolution.
- Facilitate cross-training sessions between deskside support and engineering teams, equipping frontline analysts with deeper diagnostic skills and reducing the number of escalations needed
- Oversee the full lifecycle of user-facing technology, managing procurement, deployment, maintenance, and decommissioning of devices such as personal computers, printers, scanners, and mobile devices.
- Contribute to the evaluation and selection of new hardware with input from IT infrastructure and applications teams, as appropriate
- Gain in-depth expertise in Sidley’s ITIL policies and ensure strict local adherence.
- Develop and implement ongoing training programs for the desktop support team, ensuring skillsets remain current with evolving technologies and best practices.
- Maintain high level of current awareness of new technologies and technology trends associated with legal applications.
- Minimum of 12 years of experience with user support and technology training, with at least 7 years of experience in IT management roles
- Bachelor’s degree in Computer Science, Engineering or related discipline or an equivalent combination of education, training and/or experience
- A minimum of 10 years of experience with Microsoft’s office application
- Strong knowledge of Outlook, Teams, SharePoint, Power Automate, Power Apps, Zoom, Intune, Blackberry Work, Cisco Telephony solutions, NetDocs, ServiceNow
- Strong knowledge of desktop technologies in general
Preferred:
- Prior law firm experience
- Formal project management training and/or demonstrated project management experience
- ITIL certifications
- Strong organizational skills
- Strong attention to detail
- Good judgment
- Strong interpersonal communication skills
- Strong analytical and problem-solving skills
- Able to work harmoniously and effectively with others
- Able to preserve confidentiality and exercise discretion
- Able to work under pressure
- Able to manage multiple projects with competing deadlines and priorities
Sidley Austin LLP is an Equal Opportunity Employer
Salary : $165,000 - $180,000
