IT Services manager

Filevine•Salt Lake City, UT

About The Position

Filevine is forging the future of legal work with cloud-based workflow tools. We have a reputation for intuitive, streamlined technology that helps professionals manage their organization and serve their clients better. We’re also known for our team of extraordinary and passionate professionals who love working together to help organizations thrive. Our success has catapulted Filevine to the forefront of our field—we are ranked as one of the most innovative and fastest-growing technology companies in the country by both Deloitte and Inc. Our Mission Filevine is building the seamless intersection between legal and business by creating a world- class platform to help professionals scale. Our Mission: Provide internal IT support functions to support Filevine’s end users and business goals. These goals include taking reasonable measures to avoid a significant regulatory failure, compliance violation or a material data breach. Department Statement: We pride ourselves on providing world-class IT service to our end-users, so having customer service at the forefront of everything you do is key. We enable users to do their jobs in a safe and secure environment, which we believe provides the greatest chance for success. Job Summary: The IT team is looking for an IT professional to join our team in the SLC office as an IT Service Manager. You will report to our Sr Director of IT and help support the SLC and Chicago offices and our remote workforce while working closely with the broader IT team on all global initiatives. You'll be dedicated to providing professional expertise for the team as a reliable authority and resource for technical processes and procedures. You’ll also be seeking out and learning new technologies and solutions that can add new value to the enterprise and the team. There will also be system engineering and project management aspects to this role, so your ability to organize and prioritize without daily oversight is vital.

Requirements

Experience and knowledge of TCP/IP, wireless networking, and system troubleshooting
Thorough knowledge and recent experience with general IT systems, computer software/hardware and network applications
Recent and relevant experience with MDM technologies
Recent and relevant experience and knowledge of MacOS and Windows operating systems
Experience with Service Desk ticketing systems
Experience with enterprise software solutions and general database concepts
Ability and willingness to provide on-call support and work a variety of hours, including nights and weekends, as business needs require
Ability to lift 40 lbs +
Ability to quickly and efficiently identify issues and solve problems
Critical thinking mindset
Strong work ethic, analytical mindset, attention to detail with a proven track record
Positive outlook with the ability to work in a team-based, fast-paced environment

Nice To Haves

BS degree in Computer Science or similar technical field, or relevant work experience
7+ years IT experience
Experience operating within the compliance requirements of SOC 2 and ISO 27001 (FedRAMP also preferred)
Certifications including networking are preferred: COMPTIA (A+, Network+, Security+, etc.), ITILCCNA

Responsibilities

Work with all departments to align IT with business goals and objectives
Work with our Security team to align IT with related security requirements
Manage and administer our primary enterprise productivity tools
Provide leadership for the Analyst and Helpdesk groups, communicating the goals and assignments passed down from the management and executive teams
Design and propose tooling and automation that improve efficiency and user enablement
Monitor ISP and network performance, mitigating internet outages and/or performance degradation using HA/FT and other related redundant technologies
Assist with Tier 2+ support request ticket queue, providing excellent customer service and timely support for our global workforce via our ticketing system, DM requests, and/or in-person support
Administration of our Device Management systems (MDM) that governs all endpoint devices, designing, managing, testing, and deploying solutions, policies, upgrades, and patches company wide
Assist Security Engineering and Compliance teams with departmental initiatives, evidence gathering for audits, and alignment with compliance requirements
Create and maintain internal IT articles, policies, and related documentation relative to the systems and applications we manage
Ensure that employees are following Filevine’s computer use, information security, and privacy policies