The firm is seeking a hands-on technology manager to lead day-to-day IT operations for our Washington, DC office and to supervise the firm's Help Desk team. This person is the on-site technology leader for the DC office, accountable for service quality, ticket performance, and user satisfaction, and serves as an escalation point and working troubleshooter for complex issues. The role also provides travel-based backup support to other firm offices during staffing gaps, projects, and critical incidents. The ideal candidate combines deep technical troubleshooting ability with strong people leadership and a service mindset suited to a demanding, deadline-driven legal environment. Salary Range: $125,000 - $160,000
Help Desk Supervision & Service Management- Ticket oversight: Monitor the service desk queue in real time; ensure tickets are triaged, prioritized, assigned, and resolved within defined SLAs; manage escalations and aging tickets.
- Performance reporting: Track and report KPIs, including SLA attainment, first-contact resolution, time to resolve, backlog, reopen rate, and customer satisfaction; present trends and improvement recommendations to the CIO.
- Process improvement: Maintain and improve ITIL-aligned incident, request, problem, and change processes; build and curate the knowledge base; identify recurring issues and drive root-cause fixes.
- Major incidents: Lead response, communication, and post-incident review for outages and high-impact events; keep attorneys and executives informed with clear, timely updates.
Washington, DC Office Operations - Serve as the primary IT point of contact for DC attorneys, staff, and office leadership, including VIP and executive support.
- Oversee office technology: workstations, laptops, mobile devices, printers/MFPs, conference rooms and AV, network and wireless, telecom, and secure workspaces.
- Coordinate onboarding/offboarding, equipment lifecycle, asset inventory, and licensing; manage vendor relationships, on-site contractors, and service contracts.
- Partner with Infrastructure, Security, Applications, and Facilities teams on projects, maintenance windows, refreshes, and office moves or build-outs.
Hands-On Troubleshooting & Multi-Office Backup - Act as Tier 2/3 escalation for desktop, application, network, identity, collaboration, and remote-access issues, resolving problems directly and coaching the team through them.
- Travel to other offices to provide on-site coverage, support deployments and rollouts, and assist during incidents or staffing shortfalls; support after-hours work as needed.
Team Leadership - Supervise, schedule, coach, and evaluate Help Desk and desktop support staff; conduct performance reviews, set goals, and develop skills and career paths.
- Hire, onboard, and train new team members; manage coverage for extended service hours; foster a culture of ownership, accountability, and courtesy.
- Create and maintain runbooks, procedures, and training materials; promote adherence to security and professional-responsibility standards (client confidentiality, ethical walls).
QUALIFICATIONS
Required - Bachelor's degree in IT, Computer Science, or a related field, or equivalent experience.
- 7+ years of progressive IT support experience, including 2+ years supervising or leading a help desk or technical support team.
- Proven troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory/Entra ID, endpoint management (Intune/SCCM), networking fundamentals, VPN/remote access, mobile devices, and printing/AV.
- Hands-on experience with an ITSM platform (e.g., ServiceNow) and SLA-based reporting.
- Excellent written and verbal communication; calm, professional presence with senior attorneys and executives.
- Ability to travel up to 25%, to lift up to 40 lbs, and to work occasional evenings, weekends, and on-call rotations.
Preferred - Law firm or professional services experience, including familiarity with document management (iManage/NetDocuments), time and billing, e-discovery, and litigation-support tools.
- ITIL 4 Foundation, CompTIA Network+/Security+, Microsoft 365 certifications, HDI Support Center Manager, or PMP/Scrum certification.
- Experience with scripting/automation (PowerShell), monitoring tools, and managing outsourced or vendor partners.
CORE COMPETENCIES Analytical problem-solving and root-cause thinking • Service orientation and attorney-focused client care • Leadership, coaching, and accountability • Sound judgment under pressure and tight deadlines • Clear, concise communication • Organization and prioritization • Discretion with confidential and privileged information • Adaptability and a willingness to roll up sleeves.
WORKING CONDITIONS Primarily on-site at the Washington, DC office, with occasional travel to other offices. Combines office-based management work with hands-on technical tasks. Must be available to respond to urgent issues outside normal business hours.
