Troutman Pepper Locke LLP · 1 day ago
IT Operations Manager
Houston, TX
Full-time
Onsite
Mid, Senior Level
$115K/yr - $135K/yr
5+ years expTroutman Pepper Locke LLP is a firm committed to employee support and advancement, seeking an IT Operations Manager to oversee office technology planning and support. The role involves managing technical support processes, leading a team, and ensuring compliance with service levels while providing hands-on assistance for various IT needs.
Law Practice
Responsibilities
Ensure effective operational management of all technical support processes and related staff, including problem management, communication with internal clients, resolution of resource issues, collaboration with IT Management in monitoring operations procedures and policies, identification of communication and process breakdowns, and continuous quality improvement of local operations services
Lead IT Technical Support Analysts in assigned offices
Develop Standard Operating Procedures (SOPs) to improve efficiencies and customer service
Ensure Local IT Operations team follows published SOPs
Collaborate with the Regional Office Administrator and Office Managing Partner to ensure accurate communications and updates are provided in a timely manner
Ensure all support requests are entered in the Help Desk call tracking system
Implement and contribute to ongoing review and enhancement of Help Desk processes, tools, and communication
Assure compliance with agreed-upon service levels and contribution to the development and maintenance of Help Desk reports to measure and report these service levels. Measure success and provide statistical reports to management and team to ensure existing Service Level Agreements (SLAs) are being met
Monitor group tasks and complete according to established SLAs. Ensure priorities are correctly aligned with business objectives. Manage staff coverage for assigned office(s)
Participate in firm-wide technology project roll outs as directed by IT Management
Manage the setup of various approved hardware per the standard configuration process. Move computer and telephone equipment according to office set up and move requirements. Manage the laptop loaner process and ensure a laptop loaner has the appropriate equipment accessory available and standard software set up. May be requested to install specific software to support unique requests
Maintain accurate computer asset inventory for both hardware and software. As equipment is moved, the inventory database must be updated to reflect changes per Standard Operating Procedures
Provide support for Teleconference, Web and Video conference meetings. This includes, but is not limited to, setting up projectors for PowerPoint presentations
Help maintain a clean, organized computer room with the appropriate operation manuals, software, and computer operations checklists
Protect computer assets by following proper care and maintenance procedures in addition to information security and control policies
Keep up with desktop, laptop, monitor, printer, and mobile device hardware trends with a view to assisting in hardware upgrade planning
Maintain technical proficiency by participating in in-house technical training programs as well as external programs
Continue to develop skills, knowledge, and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This includes meeting annual personal development goals
Qualification
Required
Bachelors' degree from an accredited college or university preferred; or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position
Minimum of three (3) years' experience managing a technical support team
Minimum of five (5) years of operational experience as an IT specialist, ideally in a professional services firm
Experience working in a regional office supporting technology a plus
Technical support experience with the Microsoft Office suite, Desktop Operating System, and Exchange environment
Goal oriented and action-focused, pragmatic, and self-disciplined, adept at planning, organizing, communication, team motivation and delegation
Strong technical aptitude and creative troubleshooting and problem-solving skills
Strong client service mindset, interest, and skills in managing customer relationships
Ability to take pro-active or corrective action as necessary within established guidelines
Preferred
Microsoft certifications beneficial
Company
Troutman Pepper Locke LLP
Troutman Pepper Locke LLP helps clients solve complex legal challenges and achieve their business goals in an ever-changing global economy.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase