Desktop IT Manager

We are conducting a search for an experienced Desktop IT Manager for a large global law firm to be based in New York.

The IT department is responsible for providing world class support and services to our business all across the globe. Through effective leadership, communication and delegation the ideal candidate will ensure the delivery of first-class support to the team. This includes addressing customer incidents and requests in a timely manner, making sure all requests and incidents are logged in the ticketing system and all the responsibilities of the Deskside team are performed to a high level of detail.

What You'll Do :

• Proven management and leadership skills that include but are not limited to :
• Ability to mentor and motivate both a local and a remote team.
• Write and deliver annual reviews.
• Identify and ensure the delivery of all the teams agreed development.
• Manage performance and provide coaching when necessary.
• Provide reports and metrics for Infrastructure & Operations Senior Manager.
• Participate in Weekly and monthly IT meetings.
• Act as point of contact for all Deskside related items.
• Manage resources so the offices have appropriate Deskside coverage during support hours and projects are delivered on time.
• Own the Deskside policy and procedure manual and ensure the team work to it.
• Own all desktop related issues and provide regular updates on VIP and chronic issues.
• Ensure the Americas team fulfil their responsibilities which includes :
• Mobile Device (iPhone, iPad & Personal Hotspots) support.
• 2nd line Telephony support including moves, adds and changes.
• Hardware provisioning and decommissioning which includes the build and test of Laptops and Printers.
• Manage inventory within the CMDB.
• Delivery of projects and task on time and within budget.
• Monthly floor-walking occurs and is recorded.
• Liaising with 3rd part provider for printer issues.
• Ensure calls are assigned quickly to the Deskside team and they resolve all issues and requests promptly to the customer's satisfaction.
• Ensure all issues and tasks are logged within the ticketing system.
• Work closely with US Service Desk Manager to ensure speedy resolution to customer issues outside of the Deskside team's remit.
• Work closely with other teams within the Americas offices on projects, attorney rotation and event coordination.
• Ensuring the US is represented in all forums and groups that pertain to the team to ensure the Americas point of view is considered and items and issued are prioritized accordingly.
• The role holder is expected to consider Information Security in all aspects of their role.
• Develops and maintains successful internal and external business relationships (at Manager level), in order to understand existing and emerging business needs.

Key relationships

Risk Management

What You'll Bring :