IT Operations Manager

Job Summary:

The IT Operations Manager will lead the efforts in the day-to-day operations of both the IT Services and Change Management processes for the organization.  The IT Operations Manager oversees process improvement, reporting, coordination, monitoring of production changes, maintenance, ticket escalations, resource balancing, and general IT operations within the Ice Miller environment. This role will work closely with other IT related teams to ensure coordination and alignment with firm objectives.

Essential Job Duties:

Service Management and Escalation Analysis:

• Manage internal support organization that is geographically spread through the firm to efficiently address tactical requests and incidents.
• Work with third-party managed services provider (MSP) to serve call center and first level support needs for the firm.
• Be in constant review of escalated tickets from the Service Desk, assigning them to appropriate groups and individuals for resolution.
• Communicate across teams to foster information sharing and collaboration for resolving cross-system issues.
• Expedite resolution efforts to minimize user impact.
• Identify training opportunities and document needs to reassign specific functions and troubleshooting to the Service Desk.
• Develop and report on metrics to promote improved time-to-resolution, communication, documentation, and training turnover.
• Work with Service Desk personnel to monitor and refine escalation and after-hours support processes.

Change Management:

• Refine internal procedures to ensure all IT changes are captured, documented in the system, reviewed within relevant teams, and described in detail in the change record, including risk assessment, testing, and back-out plans.
• Ensure all emergency changes are captured and documented.
• Achieve full participation of all relevant teams in the Change Process.
• Provide feedback and refine processes for continuous improvement.
• Conduct Change Meetings to review and discuss changes for impact and analysis, collaborating with both technical and non-technical stakeholders.

Metrics and Reporting:

• Define, create, and report on a standard set of operational metrics, including but not limited to 1) System and Network availability, 2) Application availability, 3) Open tickets and average resolution time, 4) Change success rates.
• Analyze resource utilization, tracking the balance between project work and operational support.

Process Improvement:

• Document current processes, identify gaps, and establish procedures where needed.
• Develop a comprehensive Process, Policy, and Procedural playbook for operational reference and training.
• Continuously revise processes as the firm’s needs and technology evolve.
• Monitor and audit process adherence, ensuring they meet both operational and security standards.

Vendor Management and Managed Services:

• Preferably, the candidate will have experience in transitioning from a fully in-house service desk to a Managed Service Provider (MSP) for first-level support, while retaining streamlined in-house support for hardware issues and second-level escalations.
• Oversee the implementation and ongoing management of the MSP, ensuring efficient handoff between first and second-level support, and ensuring Service Desk staff focus on high-value tasks.

Minimum Requirements:

•Bachelor's Degree in Computer Science, Information Systems, Computer Engineering, related field or 5 years of relevant work experience required 

•Significant experience documenting environments, process, standards

•Demonstrated knowledge of standard IT Enterprise Operations

•Legal industry technical experience a plus

•Ability to perform within a team, manage expectations, and communicate openly

•Must be able to perform all essential duties

Ice Miller is committed to recruiting, developing and retaining talented attorneys and professional staff from all backgrounds. In order to succeed, we take great pride in a culture of inclusion where everyone at Ice Miller feels respected, is treated fairly and has the opportunity to perform at the highest potential. Learn more about Ice Miller’s Diversity & Inclusion efforts on our website.

Ice Miller LLP is an Equal Opportunity Employer.

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