Senior Manager, IT Service Operations

Paul Hastings is a leading international law firm that provides innovative legal solutions to many of the world's top financial institutions and Fortune Global 500 companies. With a strong presence throughout the U.S., Asia, Europe, Latin America, and the Middle East, we have the global reach and extensive capabilities to provide personalized service wherever our clients' needs take us. As one of the world's leading law firms, we seek dynamic individuals who share our commitment to service, innovation, and professional growth.

We have an opening for a Senior Manager, IT Service Operations.

The Senior Manager, IT Service Operations is responsible for overseeing the IT Service team's effective use of service management tools, with a focus on incident and request management, solution quality, ticket aging, and comprehensive reporting. This role is highly metrics-driven, emphasizing the importance of reporting, KPIs, and evaluating the overall efficiency of IT Service teams to enhance service delivery. The Senior Manager collaborates closely with the IT Service Director, the 24/7 IT Support Center, and global IT Service Managers to ensure continuous organizational effectiveness and exceptional service delivery.

In this capacity, the Senior Manager, IT Service Operations will:

• Management Oversight: Provide management oversight of the Firm's external 24/7 IT Support Center operation. Collaborate closely with the vendor's supervisory teams to monitor daily service request activity and resolve customer issues and inquiries, ensuring actions and decisions are guided by customer service quality and excellence;
• Service Management: Utilize IT service management applications and tools (specifically ServiceNow and Jira) in conjunction with departmental best practices to create, update, escalate, and close tickets, recording the life-cycle of all service requests. Ensure call ownership by acting as a liaison between Firm-side IT groups and customers, keeping them informed of service request status until resolution;
• Monitoring and Utilization: Oversee the utilization of call tracking and ticket handling applications by the IT Support Center and local IT teams, focusing on incident content, solution quality, and ticket aging, with a focus on improving first-call resolution metrics;
• Data Analysis and Reporting: Analyze call center data, generate metrics, and prepare reports on service activity and incident trends to drive continuous service and process improvement. Mentor and assist IT Service managers with report and dashboard creation that will assist them in managing and monitoring their team's efficiency;
• System Administration: Assist with administering the call tracking system (experience with cloud-based ACD systems preferred), email intake into the ServiceNow platform, and customer portal solutions to ensure proper handling and escalation of support tickets and workflows to various service fulfillment teams;
• Knowledgebase Management: Assist with the creation and maintenance of the knowledgebase library. Create and edit articles for content accuracy, currency, and format compliance. Coordinate with IT teams to publish articles for applications, systems, and projects;
• Policy and Best Practices: Assist with defining and delivering Firmwide IT Service policies and best practices. Coordinate across IT teams for debriefings of issues, events, or projects to identify areas of improvement;
• Customer Service Advocacy: Enhance customer service advocacy to facilitate timely and high-quality solutions and support. Meet regularly with the IT Service Director, IT Support Center leads, and IT Managers to promote better efficiencies and new solutions;
• Data Security: Foster data security policies and best practices. Adhere to Information Security regulations and guidelines to ensure proper handling and security of Firm data; and
• Flexibility: Work beyond scheduled hours as necessary for planned and unplanned work and support.

Proficiencies:

• Expert proficiency in IT Service management systems (ServiceNow and Jira preferred);
• Expert proficiency in cloud based Automatic Call Distribution Systems;
• Expert proficiency in producing and analyzing service desk reporting and metrics;
• Expert proficiency in Microsoft Operating Systems (Windows 10 and Windows 11); and
• Expert knowledge of customer service principles and practices.

Qualifications:

• Bachelor's degree (preferred) or equivalent experience; Advanced degree (preferred);
• At least 8 years of experience in managing Level 1 and Level 2 IT service teams;
• At least 8 years of experience in IT support, call center and ACD solutions;
• At least 10 years of professional services or law firm experience (preferred); and
• At least 5 years of management or supervisory experience.

Employees will be provided with an excellent career opportunity in a collaborative environment, in addition to a generous total compensation package with the opportunity to earn bonuses based on individual contribution and firm profitability.

The salary wage range that we expect to pay for this position is a minimum of $154,500 and a maximum of $215,000 annually. The actual pay wage may vary based on experience or other relevant factors.

Eligible employees can participate in the Firm's comprehensive benefits program, which include the following:

• Medical, Dental, Vision, Life/AD&D, Long Term Care, and Short- and Long-Term Disability
• Flexible Spending Account and Health Savings Account
• Healthcare Concierge and Advocacy
• Lifestyle Spending Account
• Voluntary 401(k) Plan and Profit Sharing
• 10 Paid Holidays per year and a generous PTO Program
• Family Support including Paid Parental Leave, Fertility Benefits, Breast Milk Shipping, Back-up Child Care, Elder Care, and Tutoring
• Wellbeing programs (Employee Assistance Program, Relationship Support, Mental Health and Well-Being Events)
• Retirement Plan Consulting
• Anniversary Bonus Program
• Professional Development Programs
• Transportation and Commuter Benefits
• International Travel Insurance
• Auto/Home/Pet Insurance
• Prepaid Legal Insurance
• Employee Discounts
• And More!

The Firm has a range of inclusion initiatives including our Paul Hastings Affinity Networks (PHANs), Women's Initiative, and PH Balanced. These initiatives, which are voluntary and open to all, provide a firmwide forum to share experiences, as well as an opportunity to participate in a supportive network with common interests.