NE Regional Senior Manager of IT Operations - (Onsite)

Company: Reed Smith LLP
Location: Philadelphia
Posted on: April 17, 2025

Job Description:

US Job Description

All candidates should make sure to read the following job description and information carefully before applying.


Firm Information

Reed Smith is a dynamic international law firm dedicated to helping clients move their businesses forward. With an inclusive culture and innovative mindset, we deliver smarter, more creative legal services that drive better outcomes for our clients. Our deep industry knowledge, long-standing relationships and collaborative structure make us the go-to partner for complex disputes, transactions and regulatory matters.

Our team of 3,000 people (including more than 1,600 lawyers) across more than 30 offices in the United States, Europe, the Middle East and Asia, operate as one global partnership to drive progress for our clients, for ourselves and for our communities.

Position Summary

Under the direction of the Assistant Director of Global IT Operations, the Regional Senior Manager of IT Operations is responsible for overseeing IT Operations and Support functions within designated office(s). This role ensures exceptional customer service to end-users and maintains high readiness and functionality for all technological aspects. The Regional 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 technology initiatives. Additionally, this position assists the Assistant Director with special projects, research, and improvement initiatives, coordinating with supervisors, managers, and business managers as necessary.

Job Duties and Responsibilities

Oversee day-to-day operations, including, but not limited to: ensuring maintenance recordkeeping requirements; coordinating efficient computer systems, data and voice networking operations; implementing and maintaining audit processes for timeliness, effectiveness, and efficiency; and providing direction with regard to troubleshooting applications and operations.
Ensure the highest level of customer service is provided to users regarding system operations. Provide effective and efficient technical support, including installation, configuration, and maintenance of hardware and 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 are distributed equitably; and ongoing development/training.
Provide guidance and/or assistance in troubleshooting computer hardware, software, networking, and data communication technologies.
Offer direct support to users as necessary or appropriate.
Maintain extensive knowledge of all firm operating systems and applications in order to assist in the planning, testing and implementation of various software systems and other initiatives and to evaluate the users' needs.
Work closely with the Supervisor of IT Education and Senior Manager of Help Desk and IT Education to ensure that technology training programs are meeting the needs of each office.
Provide feedback and assistance as necessary in the development of training and the IT Helpdesk.
Work closely with IT Help Desk and IT Education teams to ensure an open line of communication between local office resources and the IT Help Desk to improve end user customer service levels
Ensure consistent training for new hires in accordance with guidelines.
Supervise the maintenance of hardware and software inventory and all computer room equipment to ensure systems and application availability.
Ensure proper notification to users for all IT problems and events, including scheduled and unscheduled downtime.
Notify IT management personnel of important issues or unusual circumstances.
Foster an environment of collaboration, personal investment, accountability, and knowledge sharing. Ensure the ongoing development of IT Operations personnel and encourage continuing education and expansion of industry knowledge among personnel.
Collaborate with Human Resources staff on employee-related matters, including selection, onboarding, development, performance management, retention, disciplinary actions, and terminations.
Regularly confer with colleagues to ensure consistency of services provided, efficient pooling of resources, avoidance of working at cross-purposes, and opportunities for information sharing and brainstorming.
Coordinate special projects related to acquisitions, office and department moves, software and hardware deployment, and special training initiatives.
Organize and participate in secretarial and management meetings to gather feedback on applications and evaluate customer service levels.
Maintain a neat, organized, clean, and safe work environment.
Serve on special committees, work groups, project teams, or escalation teams related to various firmwide IT initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities.
All other duties as assigned.

Job duties and responsibilities included are not exhaustive and may be supplemented as necessary. Reed Smith reserves the right to revise or modify job duties and responsibilities at any time.

Requirements

Education: Bachelor's Degree in Information Technology or related discipline, or equivalent combination of experience and other training. Additional training/certification in current, relevant technologies preferred.

Experience:

9 years experience in an Operations function, with at least 6 years in a supervisory position.
Previous law firm experience or experience in a professional services environment is preferred.
Familiarity with the latest technology trends and innovations within the legal industry is a plus.



Skills:

Extensive knowledge of PCs, Windows, Microsoft Office, Document Management Systems, Smartphones, and networking fundamentals.
Exceptional customer service skills, with the ability to communicate effectively with non-technical users.
Excellent communication and interpersonal skills, with the ability to interact effectively with all organizational levels, as well as vendors and external parties.
Strong customer focus and a proven track record of providing the highest level of customer service.
Ability to effectively manage multiple priorities and adapt to constantly changing priorities.
Strong organizational, communication, leadership, problem-solving, and presentation skills.
Ability to develop and motivate people, creating a positive team environment.
Ability to manage people, time, and resources effectively to accomplish goals.
Ability to take ownership of projects and problem resolution as appropriate.

Other

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

Equipment To Be Used: Personal computer 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 role involves extensive computer use and meetings.
Intense eye usage and finger, hand, and wrist dexterity associated with prolonged computer use, including typing and using a mouse.
Proficiently use computers, telecommunication devices, and other digital collaboration tools.
Accurately read and interpret written documents, computer screens, and other visual displays to perform supervisory, operational, and administrative tasks. Must have sufficient visual acuity to carry out these responsibilities effectively.
Hear and understand verbal communication, including conversations, instructions, phone and video calls, to facilitate effective collaboration and coordination with team members and stakeholders.
Able to maintain a customer-focused mindset and deliver effective service and/or solutions to internal and external stakeholders.
Communicate effectively, both orally and in writing, with end users, team members, vendors, and firm leadership to coordinate IT operations, resolve technical issues, and provide clear guidance on systems and support processes.
Demonstrate leadership, adaptability, and resilience in a fast-paced and dynamic work environment, maintaining composure under pressure and effectively responding to change, including during high-volume and unusual events.
Exercise independent judgment and discretion in decision-making, adapting to changing work situations to support strategic initiatives and thrive in dynamic environments.
Ability to concentrate, think critically, and make strategic decisions in a fast-paced environment.
High attention to detail and ability to manage multiple priorities effectively.
Ability to understand and manage one's own emotions and the emotions of others, fostering a positive and collaborative work environment.
Ability to self-manage tasks 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 to interact professionally with colleagues, stakeholders, and clients, maintaining positive working relationships.
Provide off-hours support and coverage as needed, including evenings, weekends, and holidays. This may include responding to critical incidents, performing system maintenance, or assisting with urgent project deadlines.
Able to fulfill physical demands consistent with job duties, including bending, lifting, and moving equipment or materials weighing up to 40 pounds occasionally.
Will be required to travel to assigned office locations occasionally.
Must work in office as required.

Working Conditions: You will be required to work in the office a minimum of 5 days per week. Occasionally called upon to work hours in excess of your normal daily schedule. The details of your weekly schedule will be discussed further with your direct supervisor.

Pay Ranges:

This represents the presently-anticipated low and high end of Reed Smith's pay range for 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
Medical
Health Savings Account
Virtual Health
Dental
Vision
Accident Insurance
Hospital Indemnity
Critical Illness Insurance
Life Insurance
Short-Term Disability
Long-Term Disability
Flexible Spending 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 Care
College Coach
Pet Insurance
Paid Sick Time
Paid Time Off

Reed Smith offers a challenging work environment, business casual dress code and a total compensation package that includes a competitive salary, flexible benefits program, tuition assistance, and generous 401 (k) plan.

Reed Smith is an Equal Opportunity Employer. Reed Smith's success depends heavily on the effective utilization of qualified people, regardless of their race, ancestry, religion, color, sex, age, national origin, sexual orientation, gender identity and/or expression, disability, veteran's status, or any characteristic protected by law. As a firm, we adhere to and promote equal employment opportunity for all.

Reed Smith provides reasonable accommodations for persons with disabilities, including in the application and interview process.

Qualified candidates only. No search firms.

Keywords: Reed Smith LLP, West Orange , NE Regional Senior Manager of IT Operations - (Onsite), Executive , Philadelphia, New Jersey