Sr. Director of Technology Services

Jackson Lewis P.C.•Los Angeles, CA

2d•$220,000 - $290,000

About The Position

Focused on employment and labor law since 1958, Jackson Lewis P.C.’s 1,000+ attorneys located in major cities nationwide consistently identify and respond to new ways workplace law intersects business. We help employers develop proactive strategies, strong policies and business-oriented solutions to cultivate high-functioning workforces that are engaged and stable, and share our clients’ goals to emphasize belonging and respect for the contributions of every employee. The Firm is ranked in the First Tier nationally in the category of Labor and Employment Litigation, as well as in both Employment Law and Labor Law on behalf of Management, in the U.S. News - Best Lawyers® “Best Law Firms”. Job Summary: The Director of Technology Services has a strong background in service delivery and law firm technologies with a focus on user experience. This role will lead various end user technology services of the firm to ensure high-quality service, strategy, optimize standard processes, and ensure consistent high quality services at the firm. Through a focused technology experience lens, and critical collaboration abilities, ensure attorneys and staff of the firm experience an elevated level of service, while utilizing technology in a frictionless capacity.

Requirements

Bachelor’s degree in computer science, engineering, or a related field.
12+ years of experience in technology with a services focus in the legal vertical
7-10 years of demonstrated leadership experience, including strategy, budgeting, and staffing.
Experience managing, and/or building a high performing service desk while minimizing escalations to assure requests and issues are resolved with the highlest level of urgency.
Strong analytical, strategic conceptual thinking, strategic planning, and execution skills.
Proven experience developing staff, including coaching, mentoring, and performance management.
Excellent communication and collaboration skills, able to work across departments.
Ability to develop and communicate a vision that inspires and motivates staff and aligns with the IT and business strategy.
Significant experience with various legal technology platforms including, but not limited to document management systems, Microsoft Office, IntApp, and other various legal technologies spanning legal marketing and financial systems.
Capable of building consensus, making decisions based on many variables, and gaining support for major initiatives.
Self-starter who self-assesses and solicits feedback from others to improve their performance.
Deep understanding of current and emerging technologies and practices, and how other enterprises are employing them.
Comfort working in a fast-paced and complex environment.

Responsibilities

Define, and implement elevated services plan to meet the demands of a growing AMLaw 100 firm that meets attorney and business service growth goals
Ensure high-quality technology support, with the highest level of urgency.
Implement and optimize IT Service Management (ITSM) processes, modified for the high demands of a law firm and heightened service needs
Collaborate with cross-functional teams to streamline workflows, develop solutions, and improve end-user experiences.
Establish partnerships across office locations and management to ensure consistent technology operations, services, and experiences.
Oversee the tracking, documentation, and optimization of the enterprise/asset management lifecycle; maintain up-to-date documentation for IT processes, procedures, and troubleshooting guides.
Establish, monitor, and report on Key Performance Indicators to improve service desk efficiency; continually review data, analytics, and operational process performance with management to develop and execute plans for improvement.
Lead and develop a team of directors, managers, and technology analysts to support their career progression, nurture their development and to help them realize their potential, inspiring a motivated, collaborative, high-performing culture producing consistent, high-quality service.
Act as a final escalation point for a varying issues from technology, to project milestone achievement while helping guide various teams and departments towards mutual goals.
Establish and implement service enhancements to establish 24x7x365 services, while constantly assuring end user technology is optimally executed with end user experience as a continual priority
Establish solutions to address business needs; align IT support with firm objectives, managing budgets, vendor relationships, and technology upgrades.
Champion innovation by continuously assessing and improving processes, aligning with industry best practices and emerging trends.