Manager of IT Operations

Axinn Veltrop & Harkrider LLP•Washington, DC

44d•$165,000 - $200,000•Hybrid

About The Position

Under the general direction of the Director of Information Technology, the Manager of IT Operations is a hands-on leader responsible for the day-to-day performance, reliability, and continuous improvement of the Firm’s information technology services. This role actively manages and supports the Service Desk Supervisor, service desk team, firm trainer, and related operational functions, ensuring timely issue resolution, consistent service delivery, and a high standard of IT support across the Firm. The Manager of IT Operations ensures that technology systems and services meet stringent standards for availability, security, and performance, consistent with the expectations of a premier law firm delivering signature-level service. The role focuses on providing trademark-level service, and proactive, user-centric support following structured IT Service Management (ITSM) frameworks aligned with ITIL best practices. In addition, the position will also be managing and overseeing training programs that support the firm’s operational and strategic objectives.

Requirements

BA/BS degree in Information Technology, Computer Science, or a related field required
7+ years of progressive experience in IT operations or service management, with at least 3 years in a leadership or management role
Experience supporting high-availability environments and service-oriented organizations
Strong leadership and people management skills with the ability to motivate and develop teams
Excellent communication skills, with the ability to translate technical issues for non-technical stakeholders
Proven analytical and problem-solving abilities, particularly in high-pressure or time-sensitive situations
Strong stakeholder management skills and a collaborative, service-focused mindset
Proven project management skills, with the ability to plan, execute, and oversee successful project completion in a timely manner
High level of discretion and professionalism when handling sensitive and confidential information
Capacity to work well under pressure and with diverse personalities

Nice To Haves

Prior experience in a law firm or professional services environment strongly preferred
Knowledge of the following technologies is preferred: Windows 11 & Mac iOS, Office 365 Suite, DMS: NetDocuments, Microsoft Exchange, MS Teams, Google Workspace, Jira Ticketing System, Litera & Litera One Products, MDM Systems: MS Intune & AirWatch, RMM Tools: Ivanti, Absolute, Opus2 & Milana, Legal Research Tools, MFA Cisco Duo, Adobe Reader DC, MS Teams administration
Relevant certifications such as ITIL, PMP, CISSP, or equivalent are a plus

Responsibilities

Oversee daily IT operations to ensure stable, secure, and highly available technology services across all offices and practice groups
Manage incident, problem, and change management processes to minimize disruption and ensure timely resolution of issues
Drive continuous improvement of operational processes, procedures, and service delivery models
Develop and manage the firm’s IT operational communications process, ensuring timely, accurate notifications regarding system changes, maintenance, incidents, outages, and service disruptions.
Collaborate with the Firm Trainer to develop, deliver, and manage IT onboarding and ongoing training programs that promote effective use of firm technology and support a culture of continuous learning
Partner with IT leadership on operational planning, prioritization, and execution of strategic initiatives
Manage relationships with third-party vendors and service providers, ensuring service quality, contract compliance, and cost effectiveness
Monitor operational metrics and service performance, providing regular reporting and recommendations to IT leadership
Act as an escalation point for critical incidents impacting legal operations or client service
Maintain constant communication with managers, staff, and vendors to ensure proper operations of the firm
Serve as a key partner to Legal Operations, Compliance, and Information Security teams
Lead, mentor, and develop IT staff, fostering a culture of accountability, service excellence, and continuous improvement
Establish and manage workflows, staffing models, and on-call coverage to meet business and availability requirements
Define, implement, and monitor service level agreements (SLAs) and operational key performance indicators (KPIs)
Coordinate closely with Legal Operations, Practice Support, HR, and other business teams to align IT services with firm needs
Support resource planning, budgeting, and workload prioritization for operational teams
Oversee operational support for infrastructure and enterprise systems & applications, including on-premises and cloud-based environments
Manage, maintain and continuously improve the service desk ticketing system for tracking, managing, and resolving work
Support, maintain, and drive continuous improvement for both the laptop & mobile device programs that include Windows, MacBook, iOS & Android devices
Manage the AV Infrastructure & Collaboration tools
Support and maintain RMM and MDM/MAM Systems & Tools
Coordinate with Information Security teams to support cybersecurity operations, vulnerability management, and incident response
Ensure effective use and continuous improvement of IT service management (ITSM) tools and processes
Support business continuity, disaster recovery planning, and operational resilience initiatives
Partner with architecture and engineering teams to ensure smooth transition of new systems and enhancements into production
Ensure IT operations adhere to firm policies, industry best-practices, and regulatory requirements relevant to legal services
Support audits, risk assessments, and compliance activities related to technology operations and third-party vendors
Maintain operational documentation, standards, and procedures to support consistency and audit readiness
Collaborate with Compliance and Risk Management teams to address vendor risk, data protection, and client confidentiality obligations
Participate in the development, testing, and maintenance of disaster recovery and incident response plans

Benefits

Competitive starting pay, potential for annual increases, and annual discretionary bonus eligibility
Generous paid time off benefits (vacation, personal days, floating holidays, paid holidays, and sick leave)
Firm paid short and long-term disability, plus life and accident insurance
401(k) Profit Sharing Plan and Cash Balance Retirement Plan
Comprehensive medical, dental, and vision insurance options
Flexible spending and health savings accounts (medical plan dependent)
Firm paid comprehensive Employee Assistance Program (EAP)
Student loan refinancing discounts
Lifestyle reimbursement program
Hybrid remote work schedules are available for most employees (per current policy, in-office presence is required at least 3-days per week and fully remote roles are not available)