Job Title: Service Delivery Team Lead
Location: New York, NY (Onsite)

Overview:
Our client, a prestigious law firm in New York City, is seeking a hands-on Service Delivery Team Lead to oversee and mentor a small team of Service Desk and Desktop Support Analysts. This individual will be responsible for ensuring the smooth delivery of technology services to attorneys and staff, maintaining high standards of customer service, and supporting a broad range of legal applications and systems in a fast-paced environment.

Responsibilities:

• Lead, coach, and mentor a team of Service Desk and Desktop Support Analysts, ensuring timely resolution of technical issues and adherence to SLAs.

• Act as an escalation point for complex technical problems involving hardware, software, and network connectivity.

• Manage daily operations of end-user support, including incident management, request fulfillment, and problem resolution.

• Support and maintain key legal applications such as iManage, Litera, NetDocuments, LexisNexis, and related tools used across the firm.

• Oversee conference room and audiovisual (AV) technology setup and maintenance, including video conferencing and presentation systems.

• Troubleshoot and resolve issues related to Active Directory, VPN connectivity, Windows 10/11, Office 365, and remote access tools.

• Ensure consistent communication and collaboration between IT and business users, maintaining a white-glove level of support for partners and executives.

• Collaborate with infrastructure, applications, and security teams to improve service delivery processes and user experience.

• Document support procedures, maintain asset inventories, and contribute to knowledge base development.

Qualifications:

• 7+ years of IT support experience, with at least 2+ years in a team lead or supervisory capacity.

• Previous experience in a law firm or legal environment is required.

• Proficiency with core legal applications: iManage, Litera, NetDocuments, LexisNexis, Workshare, and DocuSign.

• Strong technical skills in Microsoft 365, Active Directory administration, VPN configuration, and desktop imaging/support.

• Experience supporting AV and conference room technologies, including Teams, Zoom, and Cisco-based systems.

• Excellent communication, leadership, and client-service skills with the ability to interact effectively across all levels of the firm.

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered.

**We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**

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