IT Manager of Service & Support

Hodgson Russ LLP•Buffalo, NY

4d•Onsite

About The Position

Join our team to manage and lead the delivery of responsive, high-quality IT services that empower our users, enhance operational efficiency, and support the continued growth of our firm. Hodgson Russ LLP, a regional law firm with 230+ attorneys in 10 offices, is seeking a Manager of Service & Support to join our busy Information Technology group, resident in the Buffalo office. In this role, you will be responsible for cross-office team management and customer service. This is a hands-on leadership role suited for a professional who thrives on challenges, excels in organization, time and resource management, and is an effective communicator.

Requirements

A bachelor’s degree in computer science, management information systems, business, informatics, or a related technology field is required.
A minimum of five years of experience managing staff, including hiring, developing, and retaining talent, as well as coaching and performance management across technology teams is required.
At least five years of experience administering, supporting, and troubleshooting systems, along with managing vendor relationships in complex, networked environments.

Responsibilities

Oversee all incidents and requests to ensure timely, consistent, and high-quality resolution aligned with service expectations.
Act as the escalation point for complex or high-impact issues, coordinating resolution across support teams.
Lead Problem Management efforts by analyzing incident trends and driving actions to reduce recurring issues and call volume.
Define, manage, and improve key service metrics and SLAs (e.g., first contact resolution, resolution time, customer satisfaction).
Establish and continuously improve service desk processes to enable efficient escalation, collaboration, and service delivery.
Oversee ServiceNow ticket quality, ensuring accuracy, completeness, proper categorization, and adherence to processes.
Establish and enforce standards for documentation, knowledge usage, escalation practices, and customer communication.
Oversee reporting and dashboards to provide actionable insights that improve service performance and decision-making.
Lead, coach, and develop the Service Desk team and ServiceNow Knowledge Specialist, ensuring strong performance, engagement, and continuous skill development.
Serve as the primary interface for internal customers and oversee vendor performance to ensure high-quality, responsive support services.