What are the responsibilities and job description for the Manager of Technology Support position at Vedder Price?
Vedder Price's Chicago office is looking for a Manager of Technology Support. The Manager of Technology Support holds responsibility for the management of first- and second-line technical support services for all Firm IT applications and services, encompassing end-users from across all locations. This includes tracking incident trends and identifying areas of improvement based on those trends. Experience with ITIL concepts is a plus.
As the Manager of Technology Support, your job duties will include but not be limited to :
- Incident management : tracking, prioritizing, and resolving technical
- Problem management : identifying and addressing root causes of recurring issues.
- Request fulfillment : handling and tracking user requests for software, hardware, and access with appropriate authorization.
- Service Level Agreement (SLA) management, ensuring adherence to defined service levels and reporting on performance metrics.
- Supervise, mentor, and train a team of first- and second-line support analysts. Provide performance management and regular feedback for Technical Support Center (TSC) analysts.
- Scheduling and allocating resources to ensure adequate
- Developing and improving process documentation, standardized processes, training materials, and knowledge bases.
- Liaise with external vendors for hardware, software, and support services, as needed.
- Highly available and responsive to occasional after-hours issues, as the Firm operates on a 24 / 7 basis.
- Drive ITIL best practices.
Skills & Competencies :
Qualifications & Required Experience :
Qualifications & Required Experience :
To perform this job successfully, an individual must be proficient in the following software :
Compensation Range : $115,000 / yr. to $155,000 / yr.
At Vedder Price, we believe in recognizing and rewarding our employees' contributions. Our comprehensive Total Rewards Package includes :
Join Vedder Price and be part of a team that values hard work and dedication!
Equal Employment Opportunity
Vedder Price P.C. is an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability (where applicant is qualified to perform the essential functions of the job with or without reasonable accommodations), medical condition, protected veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law. We participate in E-verify.
Applicants who are interested in applying for a position and require special assistance or an accommodation during the process due to a disability should contact the Vedder Price Recruiting Team at vprecruiting@vedderprice.com.
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Salary : $115,000 - $155,000
