Director of IT Client Services

The Director of Client Services will be responsible for leading and overseeing the successful delivery of all critical end-user and office level desktop IT services at Dechert. Reporting to the Chief Information Officer, this role encompasses directing the IT help desk, desktop services, video conferencing and training. Through collaboration with the broader IT team, the Client Services team will consistently deliver and seek opportunities to improve upon high service levels of end-user technology interactions across 20 global office locations while governing and managing the end user assets of the firm.

Job Description

ESSENTIAL JOB FUNCTIONS

Leadership and Strategy:

• Develop and implement strategic plans for IT support services, aligning with the overall IT and business strategy.
• Establish the overall direction for a holistic and consistent approach to client service delivery across the firm’s global offices.
• Lead, mentor, and direct the IT support teams, including help desk, deskside support, audio/video services, and IT training.
• Foster a culture of continuous improvement, innovation, and customer-centric service delivery.

Operational Management:

• Oversee daily operations of IT support services to ensure efficient, effective, and timely resolution of issues.
• Direct the local office client computing support resource staffing model, priorities, and service delivery.
• Implement and monitor key performance indicators (KPIs) to measure the success and efficiency of IT support services.
• Ensure that support services are modern, user-friendly, and meet the evolving needs of the organization.
   

Customer Satisfaction:

• Ensure high levels of customer satisfaction by delivering exceptional IT support services.
• Regularly gather and analyze feedback from users to improve service delivery and user experience.
• Develop and maintain strong relationships with internal stakeholders to understand their needs and expectations.

Technology and Innovation:

• Stay abreast of the latest trends and technologies in IT support and service management.
• Implement modern tools and technologies to enhance the efficiency and effectiveness of IT support services.
• Drive the adoption of best practices and innovative solutions to improve service delivery.

Training and Development:

• Oversee the development and global delivery of IT training curriculum and content.
• Ensure the IT support team is well-trained and equipped with the necessary skills and knowledge.

Budget and Resource Management:

• Manage the budget for IT support services, ensuring cost-effective use of resources.
• Allocate resources effectively to meet the demands of the organization and support team.
• Oversee the procurement, deployment, and asset tracking of all firm client computing devices.

Compliance and Security:

• Ensure IT support services comply with organizational policies, industry standards, and regulatory requirements.
• Collaborate with the security team to ensure the protection of the organization's IT assets and data.

Vendor and Asset Management:

• Ensure the vendor relationships are managed for critical office support services (e.g., printer maintenance, contract support resources). 
• Take the lead on maintaining the strategic vendor relationships ensuring the delivery of services matches the value we expect and develop strategic roadmaps for the benefit of our firm and clients.
• Coordinate and ensure successful office move and expansions.
• Ensure the successful delivery of video conferencing services in coordination with the network services group and local office support teams; establish and centrally manage a consistent approach to video conferencing equipment and virtual communication tools.

Other Duties:

• Perform any and all other duties as necessary and as needed for the efficient functioning of the Department, Office, and Firm.

QUALIFICATIONS

Education and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field; advanced degree preferred.
• 10+ years of experience in client computing service delivery and/or management.
• Professional services or legal industry experience a plus.
• Proven experience in a leadership role within IT support services.
• Experience managing internal or outsourced help desk with understanding of critical SLA’s and continuous improvement programs.
• Procurement and asset management experience in a multi-site environment.
• Experience managing diverse team structures and roles; preference for experience managing remote teams.
• International experience strongly preferred.
• Experience managing budgets for IT support services, ensuring cost-effective use of resources.

Knowledge, Skills and Abilities:

• Ability to develop and implement strategic plans that align with the overall IT and business strategy.
• Proven ability to lead, mentor, and manage diverse IT support teams, including remote teams.
• Strong focus on delivering high levels of customer satisfaction.
• In-depth knowledge of current desktop and mobility environments, including platforms from Microsoft, Apple, and Android.
• Awareness of video conference technology and platforms and infrastructure / network requirements.
• Self-motivated and highly productive.
• Excellent written and verbal communication skills.
• Ability to stay abreast of the latest trends and technologies in IT support and service management.
• Some travel required.

Additional Job Description

Location(s)

PhiladelphiaWashington DC

Time Type

Full time

Dechert LLP is committed to ensuring equal employment opportunity and non-discrimination.  The Firm prohibits unlawful discrimination in any term or condition of employment against any employee or applicant for employment because of the individual’s race, color, creed, religion, sex, age, marital status, national origin, ancestry, citizenship, sexual orientation, gender identity or expression, genetic information, disability, membership or service in the armed forces, or any other characteristic protected by law.