Supervisor of TechOps - Operations Center

Latham & Watkins LLP • Las Vegas, NV

3d • $125,000 - $165,000 • Hybrid

About The Position

The Supervisor of TechOps – Operations Center is an integral part of Latham’s Technology & Information Services team. This role will be responsible for leading a team of Operations Analysts, serving as an interface for the global helpdesk—triaging incidents, resolving issues, or escalating to global resolution groups, as well as supervising, developing, and coaching Operations Center team members, fostering their professional development and leading them to provide excellent customer service. This role will be located in our Las Vegas office. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence.

Requirements

• Display excellent leadership skills (i.e., organizing, planning, problem-solving, and decision-making) necessary for effective supervision
• Demonstrate well-developed and professional interpersonal skills, with the ability to interact effectively with people at all organizational levels of the firm
• Possess strong analytical skills, including effectively defining problems and identifying solutions
• A minimum of three (3) years of experience in a supervisory capacity, preferably
• A minimum of five (5) years of helpdesk or NOC environment with IT systems management ticketing support experience, preferably in a multi-site enterprise-scale environment
• A minimum of three (3) years of experience working with IT Systems Management such as ServiceNow

Responsibilities

• Developing collaborative, interactive relationships with functional leads, supervisors, managers, and others within the Global Technology Department to ensure the operations function well for newly onboarded infrastructure and applications
• Collaborating with the Systems Operations leadership team to ensure day-to-day operations are efficiently processed and provided as a service to the wider technology department, streamlining procedures and communications to address departmental needs for issue remediation and request fulfillment, ensuring the team provides adequate system capacity to meet the needs of the business, and providing regular updates to senior management on system capacity for budgeting and forecasting
• Identifying and implementing opportunities for Continual Service Improvement for key services alongside Problem, Incident, and Change management and Technology Operations best practice activities
• Ensuring the goals and objectives of the team are met, providing accurate and timely completion of assignments and responses to inquiries, and ensuring all tasks and duties are completed within the firm’s set guidelines and policies
• Working with the monitoring engineering team and platform tool-sets to monitor Technology Service Key Performance Indicators, ensuring the department remains focused on providing high service uptime and operational efficiency
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains

Benefits

• Healthcare, life and disability insurance
• A generous 401k plan
• At least 11 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
• Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
• Professional development programs
• Employee discounts
• Affinity groups, networks, and coalitions for lawyers and staff

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees