Senior Manager, Technology

At BCLP, we’ve built our firm on the foundations of thinking differently. Curious, inquisitive and unbound by tradition, we’re building change within our sector and beyond. It starts with our people, which is why we need a Senior Manager, Technology, to join our team.

About the role

This position manages the support arm of IT which provides front-line support for all Bryan Cave users. It manages all aspects of planning and determines support requirements needed to provide the level of end-user support the Firm requires and is willing to fund.

Responsibilities

• Prepares strategic IT Support service level plans in collaboration with appropriate Lawyers, IT Managers, Administrative Staff, the Associate Director, Technology Partner and appropriate committees
• Ensures all projects adhere to defined IT processes and policies
• Use of Service Now to develop, integrate and support metrics, and use those metrics to drive improvement and trend discovery
• Develops and delivers effective training systems and programs in the assigned local offices
• Accounts for Firmwide training content in the Intranet system used for multimedia training, frequently asked questions, "How Do I?", Train the Trainer resources, etc.
• Ensures Intranet content is input and maintained for areas of responsibility
• Delivers Service Desk, Application Support and end user support deskside service enhancements and measures increase in end user satisfaction levels
• Conduct research to determine possible improvements in service levels and support processes
• Coordinate with Project Managers to ensure necessary resources are available to meet scheduled deadlines on approved projects
• Forms and manages teams for all IT Support Services personnel and develops team building skills of team leaders
• Prepares monthly management reports
• Works with lawyers/clients on process redesign utilizing technology
• Develops, manages and reports on prioritization process for end user requests on problem resolution
• Prepare presentations regarding overall support functions upon request
• Identifies slippage in timing, costs and resources; develops strategies to correct
• Develops and measures Key Performance Indicators for group success and provides feedback to internal/external clients
• Acts as key communicator regarding immediate and short-term technology problem solving as well as short and long-term training issues Firmwide

Requirements

• Excellent project, conflict, and people management
• Excellent leadership skills and experience
• Excellent managerial skills including personnel, budget and deliverables management
• Ability to communicate technological problems, problem solving and new technologies to non-technical personnel
• Ability to develop strategic planning documents on Remote Computing, Service Desk and End User Support processes
• Ability to collaborate with others, synthesize and evaluate problems and opportunities
• Ability to understand interrelated issues and impact of technology changes on workflow/work processes
• Requires the ability to regularly report to work on the days and times scheduled

Qualifications

• Bachelors degree
• Minimum ten (10) years experience in this field or equivalent combined experience

Supervisory Responsibility

This position has direct and indirect supervisory responsibilities.

Travel

Periodic travel may be required for this position.

Pay

Pursuant to the New York pay transparency laws, the estimated New York range for this position is $179,000 to $218,800. Actual compensation will be influenced by various factors, including but not limited to the level of relevant experience, skill sets, training, licensure and certifications, internal equity, market data, and other job-related factors permitted by law. The range is based on a full-time work schedule. Additional compensation may include an annual discretionary bonus.

Benefits

At BCLP we understand the value of a workforce with diverse perspectives and experiences, and we believe people perform at their best when they can truly be themselves at work. We aim to create an inclusive environment where all our employees are valued, motivated and able to be themselves.

• Signee to the United Nations’ Global LGBTQ* Standard of Conduct for Business
• Named by Stonewall as a “Top Global Employer 2025”
• Received a top score in the HRCF’s Corporate Equality Index for 19 years (95% on the 2023-2024 index)