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About the Role
The Associate Director of Technology Services – NY is responsible for leading the delivery, execution, and continual improvement of technology services for the New York office, aligning with Global Technology strategy. This includes overseeing customer support, hardware and software deployment, inventory management, technology adoption, audiovisual support, and hardware lifecycle practices.
Responsibilities
- Ensuring adherence to ITIL and other standards-based service management practices, including active ticket management, queue oversight, workflow management, service level tracking, performance reporting, and continual improvement of support processes.
- Overseeing local incident response coordination during unplanned outages or service interruptions, ensuring effective remediation, timely escalation, and clear communication to impacted customers and office stakeholders.
- Engaging with the New York Director of Administration and Global Technology leaders to ensure alignment between technology service delivery and office business needs.
- Ensuring alignment of priorities and responsibilities with the Senior Manager of Technology Lifecycle and Workplace for seamless technology support services in the NY office.
- Consulting with practicing lawyers, office leadership, and business services departments to understand technology usage and identify improvement opportunities.
- Protecting and maintaining highly sensitive, confidential, privileged, financial, and/or proprietary information.
Requirements
- Possess excellent leadership and communication skills (i.e. organizing, consulting, planning, problem-solving, and independent decision making) necessary for effective management and interaction with people at all organizational levels of the firm.
- Exhibit demonstrable knowledge of utilizing team building, coaching and motivational skills within a customer service focused environment.
- Display demonstrable service management and delivery management skills, including performance and process analysis and reporting and optimization (e.g. ITIL v2/v3).
- An undergraduate degree or equivalent.
- A minimum of six (6) years of experience managing a Technology support team.
- A minimum of six (6) years of experience supporting enterprise level technology systems.
- A minimum of five (5) years of oversight of technology service delivery management in a standards-based (e.g. ITIL) environment.
- Extensive experience in leading and driving teams to ensure team and individual performance levels meet and exceed customer expectations consistently, with a proven track record of continual improvement.
- Demonstrated technical knowledge of and experience supporting desktop applications, systems configuration, networking and telecommunications.
Skills
- Leadership
- Communication
- Organizing
- Consulting
- Planning
- Problem-solving
- Independent decision making
- Team building
- Coaching
- Motivational skills
- Customer service
- Service management
- Delivery management
- Performance analysis
- Process analysis
- Reporting
- Optimization
- ITIL v2/v3
- Desktop applications support
- Systems configuration
- Networking
- Telecommunications
Location
- New York
Work Type
- Onsite
Experience Level
- MidSenior
- 6 years of experience managing a Technology support team
- 6 years of experience supporting enterprise level technology systems
- 5 years of oversight of technology service delivery management
Education Level
- Undergraduate degree or equivalent
- Bachelor's degree in Computer Science, Business Information Systems, or related field
Salary/Compensations
- USD $260,000.00 - USD $290,000.00 /Yr.
Benefits
- Healthcare, life and disability insurance
- Generous 401k plan
- 23 days of PTO accrual in the first year, increasing with tenure
- Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
- Professional development programs
- Employee discounts
- Affinity groups, networks, and coalitions for lawyers and staff
About the Company
- Latham & Watkins is one of the world’s leading global law firms advising the businesses and institutions that drive the global economy.
- We are the market leaders in major financial and business centers around the world.
- Our investment in people, commitment to innovation, and focus on the future empower you to build an incredible career and thrive as an exceptional professional in a supportive culture.
- If you aspire to be the best, and work with the best, this is where you belong.
Equal Opportunity
- Latham & Watkins is an equal opportunity employer.
- The Firm prohibits discrimination against any employee or applicant for employment on the basis of race (including, but not limited to, hair texture and protective hairstyles), color, religion, sex, age, national origin, sexual orientation, gender identity, veteran status (including veterans of the Vietnam era), gender expression, marital status, or any other characteristic or condition protected by applicable statute.