The IT Client Services Manager is responsible for all aspects of IT structure and service delivery for assigned projects and offices in Asia and Europe, serving as primary contact for Singapore office IT needs. This hands-on, freestanding role works with colleagues and service providers on operational matters and global projects to support the effective operation of Dechert’s IT function.
This role interfaces across IT, Legal and Administrative departments to ensure infrastructure and user technology needs are met, firmwide projects are rolled out successfully, and that IT provides the quality technology, documentation and processes to enhance the Firm’s client service capabilities.
Essential job functions
General and project management and IT support
- Participate in and coordinate firmwide IT projects, including travel as required
- Instruct external business partners on projects and ongoing IT and telecom needs
- Maintain relationships with internal and external business partners, including vendor management and invoice review and processing
- Provide software support for Windows, Microsoft Office Suite, Anti-virus, Remote Access Tools, web browsers and legal-specific applications
- Provide hardware support for laptops, desktops, mobile devices and peripherals
- Troubleshoot, diagnose, and resolve hardware, software, and other network and system problems
- Troubleshoot user performance issues including connectivity, voice, video, PC and software issues
- Coordinate network access and configure and test networking software
- Configure routing and switching to maximize network efficiency and security
- Configure routing and switching to maximize network efficiency and security
- Report network status and maximize performance through ongoing monitoring and troubleshooting
- Gather latency statistics and find specific network bottlenecks, evaluate problems and implement fix actions through device reconfiguration or replacement depending on the circumstance
- Provide hands-on support for infrastructure equipment moves, adds and changes, and other network-related duties with remote guidance from colleagues
- Assist in operational planning and business continuity / disaster recovery testing
- Participate in firmwide e-discovery projects using multiple databases and tools
- Coach on best practices for use of technologies provided by the firm
- Collect and synthesize user feedback
- Evaluate each office's needs and manage support resources to scale with the Firm
- Deploy and manage enterprise resources, including equipment standards and purchases
- Perform ongoing evaluation of business processes to ensure accurate and timely support and problem resolution to our internal customers
- Implement and maintain processes for IT problem resolution, IT financial management, and IT asset management
- Assist in the development of cost/benefit cases for IT investments, and advise senior IT management on cost-effectiveness of solutions
Communications and Audiovisual
- Install, maintain and operate Firm videoconferencing and audiovisual multimedia systems (Cisco, Poly, Zoom, WebEx, MS Teams, Crestron and others) to improve productivity through advanced AV technologies
- Create, manipulate and embed audio and video for PowerPoint presentations
- Provide proactive outreach to end users to confirm meeting requirements and make recommendations if needed
- Ensure conference room equipment is functional pre- and post-meetings and troubleshoot technology issues before, during and after meetings/events
- Provide hands-on in-room or remote meeting/event support as requested
- Respond to end users in a timely fashion to address any AV-centric problems that arise and work collaboratively with the network and infrastructure teams as required
Knowledge, Skills and Abilities
- High level of oral and written communication in English required
- Thorough understanding of a desktop operating system environment and integration points with Microsoft Office and other legal applications
- Five or more years' knowledge and experience troubleshooting and working with Microsoft Office, including legal specific applications and add-ins, including document management and mobile technologies
- Experience working with connectivity and application troubleshooting with Azure Virtual Desktop and VPN environments
- Basic network administration experience with Active Directory
- Proficiency working with audiovisual systems, including Cisco and Crestron endpoints, video bridges, expressways and switches
- Proficiency with WebEx, GoToMeeting, Zoom, ON24, and other collaborative event platforms
- Ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goals
- Prior experience directing the work of employees and vendors
- Experience establishing and measuring service performance goals and objectives (KPI) and operational standards and processes in relation to helpdesk, desktop and AV support functions
- Thorough understanding of the usage and maximum capacity of infrastructure and desktop services resources
- Ability and motivation to identify and implement initiatives to improve technology resource utilization
Education and experience
- Seven or more years of IT work experience, preferably in a law firm or similar professional services environment
- University degree in Computer Science, Information Systems or related field, or equivalent work experience
- Significant experience using diagnostic utilities to identify and isolate problems encountered on different mediums and network protocols required
- Clear understanding of TCP/IP, HTTP, SHTTP, SMTP, SNMP, DNS, DHCP, EIGRP, OSPF, PPP, HDLC, V.35, RS-449 and knowledge of the 803.2, 802.3, 802.5, 802.10, 802.11, 802.3u and 802.3z communications, EIA/IA cable standards and Internet standards
- Network experience that includes Cisco, Juniper and Equinix
- Significant experience with IT service management and project management frameworks (ITIL, Agile, Waterfall, etc.)
- 1 or more ITIL Capabilities track certifications
