IT Support Specialist Manager

Baker Donelson • ,

3d • $120,000 - $140,000

About The Position

Baker, Donelson, Bearman, Caldwell & Berkowitz, PC is seeking an IT Support Specialist Manager. The primary goal of this role is to deliver a consistent, high-quality user experience that enables productivity, supports firm growth, and reflects a strong service-oriented culture. Occasional travel and after-hours support may be required to support business needs or major initiatives.

Requirements

• Must provide minimum authorization to work in the United States.

Nice To Haves

• Proven ability to deliver exceptional customer service and manage stakeholder expectations.
• Excellent written and verbal communication skills, with the ability to engage both technical teams and senior leadership.
• Strong leadership, organizational, and prioritization skills in a fast-paced environment.
• Broad technical knowledge, including end-user platforms, networking fundamentals, virtualization, collaboration tools, and service management systems.
• Self-motivated, results-oriented, and collaborative, with a continuous improvement mindset.

Responsibilities

• Clearly communicate the vision, strategy, and roadmap for end-user experience and support services in alignment with the firm’s IT and business strategies.
• Partner with IT leadership and firm management to plan and evolve end-user technology standards, services, and support models.
• Contribute to the development of the IT strategic plan and annual budget, including forecasting and cost optimization for end-user services.
• Lead, mentor, and develop a geographically distributed end-user support organization, fostering a collaborative, customer-focused, and results-driven culture.
• Provide direct management, coaching, performance feedback, and professional development for team members.
• Establish clear goals, accountability, and career pathways for the team.
• Manage day-to-day operations of the IT support specialist team, including staffing and scheduling, queue/workflow prioritization, escalation management, and quality assurance to ensure timely, consistent support.
• Oversee the delivery and continuous improvement of end-user support services, including service desk operations, incident and problem management, escalation processes, and service reporting.
• Own the end-user device lifecycle, including standards, imaging, configuration, deployment, patching, and retirement of desktops, laptops, and mobile devices.
• Ensure consistent service levels through the definition, implementation, and monitoring of SLAs, KPIs, and customer satisfaction metrics.
• Champion a user-centered approach by actively gathering feedback, identifying pain points, and driving improvements to the overall technology experience.
• Partner with Training and other stakeholders to develop and deliver effective end-user training, documentation, and just-in-time learning resources.
• Promote adoption of firm-standard hardware, software, and collaboration tools through clear communication and support.
• Stay current on emerging end-user technologies, tools, and best practices to recommend enhancements and innovations.
• Collaborate with security and infrastructure teams to ensure end-user environments comply with firm security, privacy, and regulatory requirements.
• Support A/V and collaboration technology in conference rooms and shared spaces as needed.
• Lead and contribute to end-user technology initiatives and cross-functional projects from planning through execution and support.
• Apply strong project management practices to ensure initiatives are delivered on time, within scope, and within budget.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed