1+ months

IT Service Desk Manager

Lewis Roca Rothgerber Christie
Phoenix, Arizona 85004
  • Job Code
  • Job Type
  • Job Status
    Full Time
  • Shift
    1st Shift

Phoenix, AZ

Lewis Roca Rothgerber Christie LLP is a top ranked Am Law 200 commercial law firm and one of the largest in the Western United States. We are seeking a IT Service Desk Manager to join our team!


Do you have a passion for delighting customers as well as developing and leading high performing teams and individuals? Lewis Roca Rothgerber Christie has an exciting opportunity for an experienced IT Service Desk Manager.  Our Service Desk supports approximately 550 customers in nine offices across the Southwest, including Phoenix, Los Angeles, Las Vegas, and Denver.

The IT Service Desk Manager is accountable for the Service Desk and Training functions of the firm’s Information Technology department.  This individual will be responsible for the daily execution of multiple ITSM processes including, Incident Management, Request Fulfillment, Asset Management, and others.  They will provide leadership, supervision, and coaching to Service Desk team and other designated IT staff. 


About Lewis Roca Rothgerber Christie:

Our award winning team of lawyers offer extensive experience in a wide range of disciplines. We strive to be the employer of choice in the legal community. Our goal is to attract talent of varied backgrounds who meet our standards of excellence and reflect the marketplace that we serve. We embrace this diversity; it contributes to our success.


We invite you to take advantage of the opportunity to learn, grow, and work in a collaborative environment where you can benefit from firm-wide resources that support all staff in the development of their professional careers.


Duties and Responsibilities: 

  • Perform all supervisory responsibilities associated with the firm’s customer facing IT staff of Service Desk Analysts and Technology Trainers located across the firm’s offices.
  • Coordinate the successful execution of service management processes, ensuring that your team meets objectives of responsive service, prompt and knowledgeable resolutions, as well as timely and professional communications
  • Take responsibility for subordinates’ activities; makes oneself available to staff; provides regular performance feedback; develops subordinates’ skills and encourages growth
  • Communicate and maintain senses of urgency in team members appropriate for their given assignments
  • Build and maintain strong working knowledge of applications, processes, and services supported by your team; mentor staff and assist in problem resolution
  • Review customer feedback and logs of support calls and issues to identify opportunities for coaching, training, acclaim, or process/procedure update
  • Oversee the development and delivery of training programs for new user orientation, continuing education, and practical application of software for all personnel classifications and practice groups within the firm
  • Participate in project management activities and the planning process to achieve results and the integration of multiple products, processes, or systems into complete business solutions
  • Establish, monitor, and sustain the Key Performance Indicators and Service Level Agreements supporting the delivery of IT services
  • Facilitate ITIL process improvements based on analysis of existing process opportunities. Act as a process champion to facilitate processes adherence of team and as a driver of continual improvement activities
  • Work with business stakeholders to gather and document IT Service challenges, problem statements, and goals while managing business units’ expectations in regard to IT practices, capabilities, and efforts
  • Collaborate in the setting and driving work priorities of IT resources based on business value.
  • Create process documentation including but not limited to flowcharts, work instructions, definitions, operational instructions, etc.
  • Advance job knowledge by participating in appropriate educational opportunities and through maintaining a network of professional and/or trade contacts
  • Participate in strategic planning efforts for the firm’s technology initiatives and budget
  • Maintain a professional work relationship with timekeepers, managers, staff, and personnel from outside the firm
  • Foster a culture of service, respect, knowledge sharing, and cross-training
  • Other duties as required


Education and Experience: 

  • Bachelor degree in a related field or equivalent combination of education and experience
  • Minimum 3 years’ experience in a supervisory capacity in technical support or related discipline required
  • Minimum 6 years’ experience in a technical support function required
  • Related technical and professional certifications preferred
  • Strong technical understanding of Microsoft, PC, laptop, and general TCP/IP networking technologies is required
  • Strong analytical process and understanding of complex troubleshooting methodologies required
  • Previous experience in a legal environment supporting iManage and other applications common to law firms or other professional services firms preferred
  • Demonstrated attention to detail and a reputation for having high standards and routinely going above and beyond customer expectations
  • Demonstrated effective and polished written communications skills, targeting content to the given audience and demonstrating excellent spelling, grammar, and proofreading skills
  • Ability to inform, educate, and influence others to support goals and initiatives
  • Proficiency in independently breaking tactical objectives into necessary work
  • Ability to effectively delegate, prioritize, and manage own workload as well as that of your direct reports
  • Intrinsic desire to improve the performance of one’s self and team
  • Demonstrated ability to identify, track, and manage to meaningful performance metrics.
  • Knowledge of formal project management principles and techniques
  • Demonstrated ability to lead complex IT projects through resource conflicts and shifting priorities
  • Demonstrated ability to remain level headed in in high pressure situations and effectively triage problems, identify appropriate courses of action, and coordinate effective responses
  • Strong customer service and interpersonal skills, with experience in managing customers in high stress situations, and demonstrating good use of empathy and assertiveness

Lewis Roca Rothgerber Christie offers competitive compensation and benefits, including:

  • 401(k) with generous employer match
  • 4 weeks of paid time off
  • 9-paid holidays per year
  • Benefits start on day 1
  • 5 medical plan options to choose from
  • Tuition reimbursement
  • Gym reimbursement
  • Well-being program
  • Employer-paid life insurance and long term disability
  • And much more!

How to Apply

Thank you for your interest in Lewis Roca Rothgerber Christie LLP.  To complete an application and submit your resume, please click "Apply for this Position." No phone calls please.  We will contact you if your resume indicates that you are a strong candidate for this position.

We are not accepting resumes from search firms for this position.   

Lewis Roca Rothgerber Christie LLP is an Equal Opportunity Employer. We do not discriminate on the basis of race, sex, sexual orientation, gender identity, religion, national origin, color, age, physical or mental disability, spousal affiliation, marital status, a serious medical condition, genetic information, veteran status or any other basis prohibited by federal, state, or local law.



Posted: 2019-11-22 Expires: 2020-01-21

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IT Service Desk Manager

Lewis Roca Rothgerber Christie
Phoenix, Arizona 85004

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