<p>Our client is seeking a Service Desk Manager to lead daily service desk operations, delivering efficient technology support for a global user base. The role oversees incident management, service requests, and user support to ensure high customer satisfaction and operational efficiency. You’ll work with technology, security, and business teams to resolve escalations, track performance metrics, and implement process improvements. This position is responsible for supervising service desk staff, managing support tools, and fostering a culture of accountability and continuous improvement.</p><p><br></p><p>Responsibilities</p><p><br></p><p>Planning and Execution</p><ul><li>Oversee the daily operations of the service desk, driving timely resolution of incidents and service requests.</li><li>Establish and manage problem management to identify, analyze, and resolve the root causes of recurring or significant incidents.</li><li>Develop and maintain service desk procedures, knowledge bases, and escalation protocols aligned with operational standards.</li><li>Monitor service performance metrics and implement strategies to improve response times, resolution rates, and user satisfaction.</li><li>Collaborate with Technology leadership to align service desk operations with broader IT strategies and initiatives.</li></ul><p>Team Supervision and Collaboration</p><ul><li>Lead and mentor a team of service desk analysts and support specialists, fostering a culture of responsiveness, accountability, and continuous learning.</li><li>Establish clear team roles, responsibilities, and performance standards to promote consistent service delivery across time zones and business units.</li><li>Partner with Functional Teams to align service desk support with evolving business priorities and technology strategies.</li><li>Manage and escalate incidents, implement preventative measures, and support compliance requirements.</li></ul><p>Operational Management and Delivery</p><ul><li>Manage service desk tools and platforms, including ticketing systems, remote support tools, and knowledge management systems.</li><li>Support user onboarding and offboarding (e.g., hardware provisioning).</li><li>Maintain up-to-date, accurate, and easily accessible service desk documentation to facilitate efficient issue resolution and promote knowledge sharing.</li><li>Provide regular reporting on service desk performance, trends, and improvement opportunities to company leadership.</li></ul><p>Process Optimization and Innovation</p><ul><li>Identify opportunities to automate and streamline support workflows, improving efficiency and scalability across the organization’s platforms.</li><li>Stay informed about ITSM best practices, tools, and trends to enhance service desk operations and user experience.</li><li>Lead initiatives to improve first-call resolution rates, reduce ticket volumes, and enhance self-service capabilities.</li><li>Gather feedback from users and stakeholders to refine support processes and align service delivery with strategic objectives.</li></ul>
<p>Our client is seeking an Infrastructure & Information Security Manager to lead and advance the company’s information security strategy—safeguarding data, systems, and assets across all platforms. In this role, you will design, implement, and continuously enhance security policies, risk management frameworks, and incident response processes that support regulatory and operational standards. You will partner with senior leadership and cross-functional teams to identify risks, implement safeguards, drive compliance, and foster a culture of security awareness.</p><p><br></p><p>Responsibilities</p><p><br></p><p>Strategic Planning and Execution</p><ul><li>Define and lead the organization’s information security strategy, aligning with business goals, regulatory requirements, and client expectations.</li><li>Develop and maintain security policies, standards, and procedures to support secure operations across all platforms.</li><li>Establish risk management frameworks and governance models to assess, monitor, and mitigate security risks across the technology ecosystem.</li><li>Evaluate emerging threats, technologies, and best practices to inform the security strategy and support continuous improvement.</li></ul><p>Team Leadership and Development</p><ul><li>Partner with cross-functional teams to embed security concepts into technology initiatives, operational processes, and client service delivery.</li><li>Provide training and development opportunities to strengthen internal security capabilities and promote a culture of security awareness.</li><li>Define team roles, responsibilities, and performance expectations aligned with the organization’s strategic priorities.</li></ul><p>Operational Management and Delivery</p><ul><li>Oversee the implementation and management of security tools, systems, and controls across infrastructure platforms.</li><li>Lead incident response planning and execution to ensure timely resolution of security events and effective stakeholder communication.</li><li>Manage third-party risk assessments, vendor security reviews, and compliance audits to drive adherence to organizational standards.</li><li>Monitor security performance, conduct vulnerability assessments, and implement remediation plans that meet critical business needs.</li></ul><p>Continuous Improvement and Innovation</p><ul><li>Identify opportunities to enhance security operations through automation, analytics, and integration with broader technology initiatives.</li><li>Stay informed on legal industry trends, regulatory developments, and cybersecurity innovations—especially as they relate to legal technology.</li><li>Lead initiatives to modernize the organization’s security architecture, enhancing scalability and resilience.</li><li>Gather feedback from stakeholders to refine security practices and drive alignment with evolving business and client needs.</li></ul>
<p>We are seeking a strategic and hands-on Director of Business Applications and Platforms to lead the transformation and optimization of the business technology portfolio. You will oversee the design, implementation, and lifecycle management of critical applications, ensuring they drive operational excellence, streamline workflows, and deliver outstanding client service. This role is responsible for vendor selection, application customization and deployment, performance monitoring, and establishing best practices in governance and security.</p><p><br></p><p>The Director works cross-functionally with senior leaders and technical teams to identify opportunities for improvement, evaluate emerging technologies, and enable the seamless integration of platforms. You will champion training and adoption initiatives and ensure that solutions meet the highest standards in compliance, security, and business impact.</p><p><br></p><p>Success in this position requires significant experience with legal or professional services technology, expertise in system architecture and integration, and the ability to develop and communicate actionable strategies to non-technical stakeholders. Collaboration, leadership, and a commitment to driving innovation are critical.</p><p><br></p><p>Key Responsibilities</p><ul><li>Strategic Leadership: Define and execute a technology strategy that scales with firm growth, strengthens security, and aligns platforms with organizational and client priorities.</li><li>Governance & Integration: Establish robust application governance policies and integration frameworks to support interoperability, data security, and compliance.</li><li>Team Development: Lead, mentor, and empower a high-performing team of application specialists, project managers, and technical staff, supporting professional growth and performance.</li><li>Application Lifecycle Management: Oversee all phases of business application management: vendor selection, customization, deployment, ongoing maintenance, and optimization.</li><li>Operational Excellence: Monitor application performance, troubleshoot issues, and resolve technical challenges; manage budgets and vendor negotiations to drive cost-effective investments.</li><li>Continuous Improvement & Innovation: Identify and implement opportunities to automate and enhance workflows; evaluate new technologies to modernize the application portfolio; gather user feedback to improve system adoption and effectiveness.</li><li>Stakeholder Partnership: Work closely with senior leadership to align technology initiatives to firm objectives and communicate technical information clearly to business stakeholders.</li></ul>
