Manager of IT Operations
1 day ago
Washington
Job Description Incisive. Inclusive. Invested. We’re Axinn. Experienced, tenacious, and always trial-ready, we are committed to understanding complex legal challenges that impact the future of our clients' businesses, globally. Focusing on antitrust, intellectual property, and high-stakes litigation, our extensive teams in the U.S. possess deep knowledge and client-side experience across a range of sectors, including technology, healthcare, life sciences, and consumer products. At Axinn, inclusivity is central to who we are. We have a purpose that goes beyond profit, which includes fostering a fair, welcoming workplace and supporting the communities where we live and work. We actively recognize talent and promote opportunities for all team members. By embracing the unique experiences and perspectives of our people, we fuel creativity and deliver results for our clients. Under the general direction of the Director of Information Technology, the Manager of IT Operations is a hands-on leader responsible for the day-to-day performance, reliability, and continuous improvement of the Firm’s information technology services. This role actively manages and supports the Service Desk Supervisor, service desk team, firm trainer, and related operational functions, ensuring timely issue resolution, consistent service delivery, and a high standard of IT support across the Firm. The Manager of IT Operations ensures that technology systems and services meet stringent standards for availability, security, and performance, consistent with the expectations of a premier law firm delivering signature-level service. The role focuses on providing trademark-level service, and proactive, user-centric support following structured IT Service Management (ITSM) frameworks aligned with ITIL best practices. In addition, the position will also be managing and overseeing training programs that support the firm’s operational and strategic objectives. Duties and Responsibilities • Oversee daily IT operations to ensure stable, secure, and highly available technology services across all offices and practice groups, • Manage incident, problem, and change management processes to minimize disruption and ensure timely resolution of issues, • Drive continuous improvement of operational processes, procedures, and service delivery models, • Develop and manage the firm’s IT operational communications process, ensuring timely, accurate notifications regarding system changes, maintenance, incidents, outages, and service disruptions., • Collaborate with the Firm Trainer to develop, deliver, and manage IT onboarding and ongoing training programs that promote effective use of firm technology and support a culture of continuous learning, • Partner with IT leadership on operational planning, prioritization, and execution of strategic initiatives, • Manage relationships with third-party vendors and service providers, ensuring service quality, contract compliance, and cost effectiveness, • Monitor operational metrics and service performance, providing regular reporting and recommendations to IT leadership, • Act as an escalation point for critical incidents impacting legal operations or client service, • Maintain constant communication with managers, staff, and vendors to ensure proper operations of the firm, • Lead, mentor, and develop IT staff, fostering a culture of accountability, service excellence, and continuous improvement, • Establish and manage workflows, staffing models, and on-call coverage to meet business and availability requirements, • Define, implement, and monitor service level agreements (SLAs) and operational key performance indicators (KPIs), • Coordinate closely with Legal Operations, Practice Support, HR, and other business teams to align IT services with firm needs, • Oversee operational support for infrastructure and enterprise systems & applications, including on-premises and cloud-based environments, • Manage, maintain and continuously improve the service desk ticketing system for tracking, managing, and resolving work, • Support, maintain, and drive continuous improvement for both the laptop & mobile device programs that include Windows, MacBook, iOS & Android devices, • Manage the AV Infrastructure & Collaboration tools, • Support and maintain RMM and MDM/MAM Systems & Tools, • Coordinate with Information Security teams to support cybersecurity operations, vulnerability management, and incident response, • Ensure effective use and continuous improvement of IT service management (ITSM) tools and processes, • Support business continuity, disaster recovery planning, and operational resilience initiatives, • Ensure IT operations adhere to firm policies, industry best-practices, and regulatory requirements relevant to legal services, • Support audits, risk assessments, and compliance activities related to technology operations and third-party vendors, • Maintain operational documentation, standards, and procedures to support consistency and audit readiness, • Collaborate with Compliance and Risk Management teams to address vendor risk, data protection, and client confidentiality obligations, • BA/BS degree in Information Technology, Computer Science, or a related field required, • 7+ years of progressive experience in IT operations or service management, with at least 3 years in a leadership or management role, • Prior experience in a law firm or professional services environment strongly preferred, • Knowledge of the following technologies is preferred:, • Windows 11 & Mac iOS, Office 365 Suite, DMS: NetDocuments, Microsoft Exchange, MS Teams, Google Workspace, Jira Ticketing System, Litera & Litera One Products, MDM Systems: MS Intune & AirWatch, RMM Tools: Ivanti, Absolute, Opus2 & Milana, Legal Research Tools, MFA Cisco Duo, Adobe Reader DC, MS Teams administration, • Experience supporting high-availability environments and service-oriented organizations, • Relevant certifications such as ITIL, PMP, CISSP, or equivalent are a plus, • Strong leadership and people management skills with the ability to motivate and develop teams, • Excellent communication skills, with the ability to translate technical issues for non-technical stakeholders, • Proven analytical and problem-solving abilities, particularly in high-pressure or time-sensitive situations, • Strong stakeholder management skills and a collaborative, service-focused mindset, • Proven project management skills, with the ability to plan, execute, and oversee successful project completion in a timely manner, • High level of discretion and professionalism when handling sensitive and confidential information At Axinn, we offer market competitive wages and generous benefit options to our valued employees. This includes, but is not limited to, the following: • Competitive starting pay, potential for annual increases, and annual discretionary bonus eligibility, • Generous paid time off benefits (vacation, personal days, floating holidays, paid holidays, and sick leave), • Firm paid short and long-term disability, plus life and accident insurance, • 401(k) Profit Sharing Plan and Cash Balance Retirement Plan, • Comprehensive medical, dental, and vision insurance options, • Flexible spending and health savings accounts (medical plan dependent), • Firm paid comprehensive Employee Assistance Program (EAP), • Student loan refinancing discounts, • Lifestyle reimbursement program This is a full-time, benefits eligible, exempt level supervisory position. Final rate of pay will be commensurate with the incumbent’s experience, with a targeted hiring range of $165,000 – $200,000 per year. This position is currently available in our DC office location only. Axinn is an equal employment opportunity employer and is committed to creating an environment that draws upon the strength of the diversity of its workforce to achieve excellence in the Firm's field and beyond.