Associate Director of Technology Services - NY

Latham & Watkins is one of the world’s leading global law firms advising the businesses and institutions that drive the global economy. We are the market leaders in major financial and business centers around the world. Our investment in people, commitment to innovation, and focus on the future empower you to build an incredible career and thrive as an exceptional professional in a supportive culture. If you aspire to be the best, and work with the best, this is where you belong.

The Associate Director of Technology Services – NY is an integral part of Latham’s Technology & Information Services team. This role will be responsible for leading the delivery, execution, and continual improvement of technology services for the New York office, in alignment with Global Technology strategy, including customer support, hardware deployment, software deployment, inventory management, technology adoption, audiovisual support, and hardware lifecycle practices, while overseeing the New York Technology support function, including daily operations, help desk support, hardware and software installation, asset management, systems configuration, resource scheduling, and escalation management. This role will be located in our New York office. 

Other key responsibilities include:

• →Ensuring adherence to ITIL and other standards-based service management practices, including active ticket management, queue oversight, workflow management, service level tracking, performance reporting, and continual improvement of support processes
• →Overseeing local incident response coordination during unplanned outages or service interruptions, ensuring effective remediation, timely escalation, and clear communication to impacted customers and office stakeholders
• →Engaging with the New York Director of Administration and Global Technology leaders to ensure alignment between technology service delivery and office business needs, with a focus on high-quality, customer-focused technical services
• →Ensuring alignment of priorities and responsibilities, in coordination with the Senior Manager of Technology Lifecycle and Workplace, as well as the seamless delivery of technology support services for the NY office.
• →Consulting with practicing lawyers, office leadership, and business services departments to understand how technology is used in the business context of the New York office and to identify opportunities for improvement
• →Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains 

We’d love to hear from you if you:

• →Possess excellent leadership and communication skills (i.e. organizing, consulting, planning, problem-solving, and independent decision making) necessary for effective management and interaction with people at all organizational levels of the firm
• →Exhibit demonstrable knowledge of utilizing team building, coaching and motivational skills within a customer service focused environment
• →Display demonstrable service management and delivery management skills, including performance and process analysis and reporting and optimization (e.g. ITIL v2/v3)

And have:

• →An undergraduate degree or equivalent
• →A bachelor’s degree in Computer Science, Business Information Systems, or related field, preferably
• →A minimum of six (6) years of experience managing a Technology support team
• →A minimum of six (6) years of experience supporting enterprise level technology systems
• →A minimum of five (5) years of oversight of technology service delivery management in a standards-based (e.g. ITIL) environment
• →Extensive experience in leading and driving teams to ensure team and individual performance levels meet and exceed customer expectations consistently, with a proven track record of continual improvement
• →Demonstrated technical knowledge of and experience supporting desktop applications, systems configuration, networking and telecommunications