NE Regional Senior Manager of IT Operations – (Onsite) Position Available In Montgomery, Pennsylvania

Job Description:

US Job Description Firm Information Reed Smith is a dynamicinternational law firm dedicated to helping clients move theirbusinesses forward. With an inclusive culture and innovativemindset, we deliver smarter, more creative legal services thatdrive better outcomes for our clients. Our deep industry knowledge,long-standing relationships and collaborative structure make us thego-to partner for complex disputes, transactions and regulatorymatters. Our team of 3,000 people (including more than 1,600lawyers) across more than 30 offices in the United States, Europe,the Middle East and Asia, operate as one global partnership todrive progress for our clients, for ourselves and for ourcommunities. Position Summary Under the direction of the AssistantDirector of Global IT Operations, the Regional Senior Manager of ITOperations is responsible for overseeing IT Operations and Supportfunctions within designated office(s). This role ensuresexceptional customer service to end-users and maintains highreadiness and functionality for all technological aspects. TheRegional Senior Manager manages Site Supervisors and their teams,including local Deskside Support and Systems Administrators,overseeing day-to-day operations, ensuring necessary recordkeeping,and participating in planning and testing new technologyinitiatives. Additionally, this position assists the AssistantDirector with special projects, research, and improvementinitiatives, coordinating with supervisors, managers, and businessmanagers as necessary. Job Duties and Responsibilities Overseeday-to-day operations, including, but not limited to: ensuringmaintenance recordkeeping requirements; coordinating efficientcomputer systems, data and voice networking operations;implementing and maintaining audit processes for timeliness,effectiveness, and efficiency; and providing direction with regardto troubleshooting applications and operations. Ensure the highestlevel of customer service is provided to users regarding systemoperations. Provide effective and efficient technical support,including installation, configuration, and maintenance of hardwareand software. Supervise the Site Supervisor(s), Site Lead(s),System Administrator(s) and

Deskside Support Specialists,including:

monitoring performance and attendance; problem solving;oversight of day-to-day activities; ensuring travel duties aredistributed equitably; and ongoing development/training. Provideguidance and/or assistance in troubleshooting computer hardware,software, networking, and data communication technologies. Offerdirect support to users as necessary or appropriate. Maintainextensive knowledge of all firm operating systems and applicationsin order to assist in the planning, testing and implementation ofvarious software systems and other initiatives and to evaluate theusers’ needs. Work closely with the Supervisor of IT Education andSenior Manager of Help Desk and IT Education to ensure thattechnology training programs are meeting the needs of each office.

Provide feedback and assistance as necessary in the development oftraining and the IT Helpdesk. Work closely with IT Help Desk and ITEducation teams to ensure an open line of communication betweenlocal office resources and the IT Help Desk to improve end usercustomer service levels Ensure consistent training for new hires inaccordance with guidelines. Supervise the maintenance of hardwareand software inventory and all computer room equipment to ensuresystems and application availability. Ensure proper notification tousers for all IT problems and events, including scheduled andunscheduled downtime. Notify IT management personnel of importantissues or unusual circumstances. Foster an environment ofcollaboration, personal investment, accountability, and knowledgesharing. Ensure the ongoing development of IT Operations personneland encourage continuing education and expansion of industryknowledge among personnel. Collaborate with Human Resources staffon employee-related matters, including selection, onboarding,development, performance management, retention, disciplinaryactions, and terminations. Regularly confer with colleagues toensure consistency of services provided, efficient pooling ofresources, avoidance of working at cross-purposes, andopportunities for information sharing and brainstorming. Coordinatespecial projects related to acquisitions, office and departmentmoves, software and hardware deployment, and special traininginitiatives. Organize and participate in secretarial and managementmeetings to gather feedback on applications and evaluate customerservice levels. Maintain a neat, organized, clean, and safe workenvironment. Serve on special committees, work groups, projectteams, or escalation teams related to various firmwide ITinitiatives. Initiatives may be specific one-time events (e.g.,research, testing, rollouts, upgrades, installations) or ongoingactivities. All other duties as assigned. Job duties andresponsibilities included are not exhaustive and may besupplemented as necessary. Reed Smith reserves the right to reviseor modify job duties and responsibilities at any time.

RequirementsEducation:

Bachelor’s Degree in Information Technology or relateddiscipline, or equivalent combination of experience and othertraining. Additional training/certification in current, relevanttechnologies preferred.

Experience:

9 years experience in anOperations function, with at least 6 years in a supervisoryposition. Previous law firm experience or experience in aprofessional services environment is preferred. Familiarity withthe latest technology trends and innovations within the legalindustry is a plus.

Skills:

Extensive knowledge of PCs, Windows,Microsoft Office, Document Management Systems, Smartphones, andnetworking fundamentals. Exceptional customer service skills, withthe ability to communicate effectively with non-technical users.

Excellent communication and interpersonal skills, with the abilityto interact effectively with all organizational levels, as well asvendors and external parties. Strong customer focus and a proventrack record of providing the highest level of customer service.

Ability to effectively manage multiple priorities and adapt toconstantly changing priorities. Strong organizational,communication, leadership, problem-solving, and presentationskills. Ability to develop and motivate people, creating a positiveteam environment. Ability to manage people, time, and resourceseffectively to accomplish goals. Ability to take ownership ofprojects and problem resolution as appropriate.

Other SupervisoryResponsibilities:

Provides direct supervision to Site Supervisors,Site Leads (where applicable), System Administrators, and DesksideSupport Specialists in the resident office and assigned office(s).Also provides indirect supervision to System Administrators andDeskside Support Specialists who report to Site Supervisors andSite Leads in assigned office(s).

Equipment To Be Used:

Personalcomputer and other office equipment such as telephone, calculator,fax, machine, copier, scanner, etc.

Essential Job Functions:

Ability to sit and/or stand for prolonged periods, as the roleinvolves extensive computer use and meetings. Intense eye usage andfinger, hand, and wrist dexterity associated with prolongedcomputer use, including typing and using a mouse. Proficiently usecomputers, telecommunication devices, and other digitalcollaboration tools. Accurately read and interpret writtendocuments, computer screens, and other visual displays to performsupervisory, operational, and administrative tasks. Must havesufficient visual acuity to carry out these responsibilitieseffectively. Hear and understand verbal communication, includingconversations, instructions, phone and video calls, to facilitateeffective collaboration and coordination with team members andstakeholders. Able to maintain a customer-focused mindset anddeliver effective service and/or solutions to internal and externalstakeholders. Communicate effectively, both orally and in writing,with end users, team members, vendors, and firm leadership tocoordinate IT operations, resolve technical issues, and provideclear guidance on systems and support processes. Demonstrateleadership, adaptability, and resilience in a fast-paced anddynamic work environment, maintaining composure under pressure andeffectively responding to change, including during high-volume andunusual events. Exercise independent judgment and discretion indecision-making, adapting to changing work situations to supportstrategic initiatives and thrive in dynamic environments. Abilityto concentrate, think critically, and make strategic decisions in afast-paced environment. High attention to detail and ability tomanage multiple priorities effectively. Ability to understand andmanage one’s own emotions and the emotions of others, fostering apositive and collaborative work environment. Ability to self-managetasks and deadlines in a remote or hybrid work environment,ensuring productivity and responsiveness without direct oversight.

Ability to think intensely and analyze complex situations,requiring sustained mental effort and concentration. Ability tointeract professionally with colleagues, stakeholders, and clients,maintaining positive working relationships. Provide off-hourssupport and coverage as needed, including evenings, weekends, andholidays. This may include responding to critical incidents,performing system maintenance, or assisting with urgent projectdeadlines. Able to fulfill physical demands consistent with jobduties, including bending, lifting, and moving equipment ormaterials weighing up to 40 pounds occasionally. Will be requiredto travel to assigned office locations occasionally. Must work inoffice as required.

Working Conditions:

You will be required towork in the office a minimum of 5 days per week. Occasionallycalled upon to work hours in excess of your normal daily schedule.

The details of your weekly schedule will be discussed further withyour direct supervisor.

Pay Ranges:

This represents thepresently-anticipated low and high end of Reed Smith’s pay rangefor this position. Actual pay may vary based on various factors,including but not limited to location and experience.

Philadelphia:

$153,000 – $175,000

Benefits Package Overview:

401k Plan MedicalHealth Savings Account Virtual Health Dental Vision AccidentInsurance Hospital Indemnity Critical Illness Insurance LifeInsurance Short-Term Disability Long-Term Disability FlexibleSpending Accounts Lyra Health Employee Assistance Program (EAP)Paid Family Leave (for eligible Exempt and Non-Exempt Staff)College Savings Plan Transportation Benefit Back-up Child CareCollege Coach Pet Insurance Paid Sick Time Paid Time Off Reed Smithoffers a challenging work environment, business casual dress codeand a total compensation package that includes a competitivesalary, flexible benefits program, tuition assistance, and generous401 (k) plan. Consistent with its Core Values of Integrity,Excellence, Teamwork & Respect, Innovation, and Impact, Reed Smithis firmly committed to the concept and practice of equal employmentopportunity. At Reed Smith, applicants and employees are treatedduring their employment without regard to their race, ethnicity,ancestry, religion, color, sex, age, national origin, sexualorientation, gender identity and/or expression, familial status,disability status, veteran status, or any other characteristicprotected by law. Reed Smith provides reasonable accommodations forpersons with disabilities, including in the application andinterview process Qualified candidates only. No search firms.