Manager/Director IT User Support

Are you a passionate leader with a knack for delivering exceptional customer service in the technology space? We are seeking a strategic and results-driven Manager/Director of IT User Support to lead our IT user support team. Based in New York, Boston, or Washington DC, this pivotal role offers an exciting opportunity to influence how our legal professionals leverage technology to serve clients with excellence. As part of our forward-thinking firm, you will oversee a talented support team, champion innovative solutions, and drive continuous improvement in our IT service delivery.What You Bring to the TableProven experience in building and leading high-performing customer support teamsDeep understanding of customer needs with a solutions-focused approachStrong leadership and management skills, capable of inspiring and mentoring staffExpertise in designing and implementing best practice support processesExcellent communication skills, with the ability to build relationships across all levelsAbility to analyze support metrics and feedback to develop actionable improvementsKnowledge of IT support within professional services, preferably law firmsProficiency in troubleshooting complex technical issues and managing escalationsNice to Have SkillsExperience working with legal or other professional services environmentsFamiliarity with emerging support technologies and industry best practicesCertification in IT Service Management (ITSM) frameworks such as ITILAdvanced knowledge of enterprise support tools and platformsPreferred Education and ExperienceBachelor's degree in Information Technology, Business Administration, or a related fieldSignificant experience in IT support leadership within a corporate or legal settingOther RequirementsAbility to work collaboratively with internal teams and external vendorsCommitment to maintaining compliance with internal policies and security standardsWillingness to participate in occasional team or technology training sessionsTake the next step in your leadership journey by joining a firm committed to excellence, innovation, and inclusive service. If you're ready to make a meaningful impact by transforming IT support in a prestigious legal environment, we encourage you to apply today and become a vital part of our success story.