Workplace Technology Manager San Francisco, CA 415
Reporting Relationship
Director of Global Technology
Responsibilities
Guided by Firm goals and objectives, manages firmwide workplace technology infrastructure and is responsible for the delivery of assigned IT services. Develops long-term strategies for, and leads teams in the selection, installation, rollout, and maintenance of common desktop applications including document management, messaging, and collaboration. Provides strategic guidance in the selection, installation, and maintenance of desktop hardware including desktop computers, notebooks, printers, and scanners. Supervises Workplace Technology team. Ensures position and department provides highly effective, direct, and responsive support to attorneys, legal staff, and administrative staff. Supports other IT groups by providing and supporting core workplace technology functions. Ensures client service and satisfaction are attained in all areas of the position.
Essential Functions
Client Service
1. Consistently promote and model the Firm's Client Service Principles in leadership, teamwork, work product, and personal interaction.
2. Promote client service throughout department; ensure client service standards are set and achieved by team; provide coaching and mentoring to staff to ensure client service is accomplished individually and through teamwork.
3. Ensure exemplary client service to managers and supervisors, demonstrating that results for clients and the Firm are achieved through collaboration, shared resources, and effective knowledge exchange.
Workplace Infrastructure
1. Working closely with the Director of Global Technology and management, develop long-term strategies for the Firm’s workplace infrastructure. Analyze long-term effect of strategies, addressing client, financial, competitive, and best practices objectives.
2. Establish Firm standards for desktop hardware such as desktop and notebook computers, printers, scanners, monitors, conference room technology, and other end user peripherals.
3. Develop coordinated processes to ensure the selection, installation, and maintenance of desktop hardware aligns with established standards.
4. Establish standards for end user software which is not practice or administrative department specific. Ensures all applications are supportable and used effectively. In conjunction with the Technology Support Services Manager, develops and implements programs to expand the use of selected applications and increase attorney and skills in the use of applications.
5. Manage messaging and collaboration infrastructure including electronic mail, modular messaging, document management, audio and video conferencing, and instant messaging.
6. Manage Citrix Metaframe environment to ensure a consistent desktop experience whether working on a personal computer, remote access or thin client device.
7. Lead programs and teams to deploy established standards, ensuring zero or minimal disruption to client service or work environments.
8. Maintain firmwide hardware and software inventory to ensure appropriate life cycle management and licensing accuracy.
Management
1. Develop and maintain open communications with Directors of Administration and Office Administrators, Office Managing Partners, Office Technology Managers, and other Information Technology managers to understand their needs and provide services and solutions which meet those needs.
2. Manage internal and external business relationships and direct teams within multiple, concurrent complex projects to deploy desktop infrastructure goals and programs. Develop and implement firmwide projects with other offices, teams and vendors.
3. Participate in development and management of annual desktop technology firmwide budgets (operations and project, capital and expense). Provide monthly variance analysis of assigned general ledger accounts.
4. Coordinate third party support for special project assistance; conduct stakeholder and risk analysis on key issues.
5. Identify develop, and implement new services to promote strategic goals.
6. Utilize ITIL best practices and processes to improve the operation of the department. Develops and reports metrics to monitor performance of the department.
7. Manage third party vendor relationships, ensuring vendors understand the Firm’s requirements and are motivated to provide premier service; develop plans to leverage the vendor’s future technology.
8. Ensure that risk management objectives are addressed and met throughout the position and in related projects.
9. On call as needed; accessible by Blackberry 24 hours a day.
Team Management
1. Ensure Firm policies and practices are followed within Department; promote consistency and fairness, maintain open door policy and promote open dialog.
2. Ensure that Department staff is knowledgeable and trained on professional and technical matters.
3. Ensure Department is structured and staffed effectively to meet client service objectives.
4. Ensure staff effectively meets client service objectives. Provide supportive coaching; set achievable, challenging team goals; develop skills of team members to ensure achievement of client service priorities.
5. Prepare timely, substantive, and strategically aligned performance evaluations.
6. Identify and timely address employee relations and performance concerns within team; collaborate with Human Resources and management to support effective and appropriate resolution.
7. Participate in recruiting for department, including drafting position descriptions; regularly review and update position descriptions for staff.
Professional Development
1. Remain current in industry trends in Information Technology and the legal profession.
2. Ensure expertise in technology relevant to the position; proactively use most current technology to further teamwork, client service, and efficiency.
3. Participate on and lead major, complex projects that increase the value of Information Technology services to clients, attorneys, timekeepers and the Firm.
4. Ensure client service and performance consistently meets Career and Compensation Management Program (“CCMP”) expectations for Matrix Level 10.
5. Regularly review position against Matrix expectations and develop goals to further increase position value.
Confidentiality
Safeguard and keep confidential any information, observations, or viewpoints regarding Firm and client business matters.
Safety Practices
Adhere to the Firm’s General Safety Practices and any unique safety practices for department and building.
Other Duties
Other duties as assigned.
Qualifications
1. 10+ years experience in a multi-location professional services firm. Legal firm experience preferred.
2. Strong knowledge of Microsoft products including Windows, Office, and Outlook. Knowledge of one or more of the following products preferred: Microsoft Exchange, Avaya Modular Messaging, Avaya IP Telephony, Citrix Metaframe, Blackberry Enterprise Server, or Microsoft SharePoint.
3. Experience establishing and implementing industry best practices. ITIL training/experience preferred.
4. 5+ years experience management and supervisory experience in a technical environment including end-user support, help desk, product selection and rollout.
5. Bachelor's degree in Information Systems, Computer Science, or Business. Masters Degree in Business and/or technology preferred.
6. Experience working with vendors and negotiating contracts.
7. Strong knowledge of other products including desktop hardware (PCs, notebooks, printers, scanners)
Teamwork and Applied Skills
1. Strong sense of accountability, taking ownership over projects and responsibilities and resolving issues proactively.
2. Excellent communication skills and the ability to build effective internal and external client relationships.
3. A highly proactive, solution-oriented approach to work and interactions.
4. Strong team management and leadership skills, with a proven ability to develop and lead in a client service-focused environment.
5. Creative problem solving skills and the ability to think beyond the task or project at hand.
6. Ability to achieve consensus and project results with sometimes incomplete, ambiguous, or sensitive information.
7. Strong team player skills and ability to work collaboratively with diverse individuals at all levels of an organization.
