IT Support Manager

Chartwell Law, a rapidly growing civil litigation law firm, with more than 200 attorneys across 32 offices from coast to coast, is currently recruiting motivated professionals with exceptional talent and promise to join our nationally ranked firm. With a culture built on collaboration and teamwork, we reward skill and initiative with new opportunities and dynamic challenges. Chartwell Law fosters a supportive and inclusive work environment that provides our attorneys and staff with the resources they need to succeed.

We offer a competitive compensation and benefits package that includes healthcare and retirement benefits, an engaging employee wellness program, mentoring program, and a charitable matching program. We are proud to provide a professional and welcoming firm community where everyone can openly contribute unique experiences and celebrate the differences that make us Chartwell Law. If you are ready to work at a firm that values your contributions and encourages your growth and success, submit your resume and cover letter today to be considered for this exciting opportunity!

Chartwell Law does not accept candidate submissions from outside agencies without prior approval and a signed agreement. In addition, we do not accept unsolicited candidates from outside agencies via our internal email system. If an outside agency fails to adhere to these procedures and/or the terms under a signed contract, Chartwell Law will not consider any submissions constituting a formal submission nor will any such submission bind Chartwell Law in any way. Outside agencies that would like to discuss a potential candidate and/or enter into an agreement with Chartwell Law, must first contact us at Recruiting@ChartwellLaw.com.

Summary:

The IT Support Manager will be responsible for managing a team of IT technicians, handling ticket escalations, assisting with various IT projects, and continuously improving the help desk departments processes and documentation. The ideal candidate will have strong leadership skills, technical expertise, and a commitment to providing excellent support to our staff. This role reports to the Director of IT.

Responsibilities:

• Team Management: Lead, mentor, and manage a growing team of IT technicians. Provide guidance, training, and performance evaluations to ensure high levels of productivity and professional development.

• Ticket Escalations: Assist with the resolution of complex technical issues by handling ticket escalations. Ensure timely and effective resolution of all IT support requests.

• Project Assistance: Collaborate with other departments and assist with various IT projects, including system upgrades, software deployments, and network improvements.

• Process Improvement: Continuously evaluate and improve the help desk departments processes and documentation. Implement best practices to enhance efficiency and service quality.

• Documentation: Maintain comprehensive and up-to-date documentation of IT support procedures, troubleshooting guides, and knowledge base articles.

• Customer Service: Provide exceptional customer service to internal staff, ensuring their IT needs are met promptly and effectively.

• Reporting: Generate and analyze reports on help desk performance, ticket trends, and team productivity. Use data to identify areas for improvement and implement corrective actions.

Qualifications:

• Bachelors degree in IT, Computer Science, or a related field.

• Proven experience in IT support management, preferably in a law firm or similar environment.

• Strong technical knowledge of IT systems, networks, and software applications.

• Excellent leadership and team management skills.

• Exceptional problem-solving and troubleshooting abilities.

• Strong communication and interpersonal skills.

• Ability to work under pressure and manage multiple priorities.

• Commitment to continuous improvement and professional development.

Salary Range

$70-80k