Director of IT Operations

Lewis Brisbois•Phoenix, AZ

21h•Hybrid

About The Position

Lewis Brisbois, a national full service AmLaw 100 law firm, is seeking a Director of I.T. Operations for our Phoenix, AZ office. The Director of IT Operations serves as a senior technology leader responsible for assisting in driving the firm’s technology strategy, operational excellence, and digital transformation initiatives. The Director of IT Operations is responsible for the day‑to-day operational excellence, reliability, and service delivery of the firm’s information technology environment. This role oversees Help Desk, IT Training, and Local/Office IT Support teams, ensuring consistent, high‑quality technology support across all offices and practice groups.

Responsibilities

Provide direct leadership and oversight of the Help Desk / IT Customer Care, IT Training, and Local or Office‑based IT Support teams.
Ensure consistent service delivery standards across all offices, balancing centralized processes with local support needs.
Establish and enforce service level expectations (SLAs), escalation procedures, and performance metrics for support teams.
Serve as an executive escalation point for high‑impact or attorney‑critical issues.
Ensure IT Training programs effectively support application adoption, new hire onboarding, and ongoing attorney and staff education.
Oversee firmwide IT operations to ensure reliable, secure, and efficient delivery of technology services.
Partner with Infrastructure, Applications, and Information Security leaders to maintain operational stability and minimize business disruption.
Drive incident management, problem management, and root‑cause analysis to reduce recurring issues and improve service quality.
Ensure proper operational coverage, including after‑hours support and on‑call rotations.
Coordinate operational support for system upgrades, patches, rollouts, and office openings or expansions.
Ensure effective operational support for legal and administrative applications, including document management, time and billing, practice management, collaboration, and litigation support systems.
Work closely with IT Training and Applications teams to ensure smooth rollouts and sustained adoption.
Lead, mentor, and develop managers, supervisors, team leads, and coordinators across Help Desk, Training, and Local IT Support functions.
Build a culture of accountability, professionalism, and continuous improvement.
Drive staffing models, career development paths, training plans, and succession planning for operational teams.
Develop and maintain operational policies, procedures, and standards for IT support and service delivery.
Use reporting and metrics to monitor performance, identify trends, and improve efficiency.