Technology Services Manager

HYBRID - 3 DAYS/WEEK - WASHINGTON D.C.

Job Description

Technology Services Manager

JOB SUMMARY:

The Technology Services Manager leads the Level 3 support and services team across the firm, providing technical leadership and expertise, and ensuring consistent execution of technology services across all offices. This role resolves high-impact escalated incidents and requests from Level 1 and Level 2 support teams, as well as from senior IT leadership.

The position oversees employee technology intake and departure processes, leads customer-facing technology projects, and ensures adherence to established workflows and service standards. The Technology Services Manager also leads and facilitates firmwide internal hybrid meetings and webinars, coordinating conference room scheduling, meeting settings, and pre-meeting technology testing across offices.

Working closely with a peer Technology Support Manager, this role monitors incident escalation queues, tracks incidents, requests, and problems, and ensures a high quality, seamless end user support experience. The Technology Services Manager is responsible for mentoring and managing team members, prioritizing and scheduling resources, and driving operational consistency across the firm.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Directly manages all Level 3 Technology Support Analysts and the A/V Support Analyst, including workload assignment, scheduling, performance management, and professional development.
• Provides expert level technical guidance and troubleshooting techniques. Ensures resolution of complex, high impact incidents escalated beyond Level 1 and Level 2 support.
• Owns and manages the employee technology intake and departure processes, including account provisioning, equipment imaging, coordination with business stakeholders, and execution of defined workflows and tasks.
• Leads, coordinates, and facilitates firmwide internal hybrid meetings and webinars, including conference room technology usage and readiness.
• Manages video conferencing services and coordinates technical requirements.
• Leads and delivers customer facing technology projects, providing regular updates to firm stakeholders.
• Acts as a technical escalation point and liaison with engineering teams and external vendors.
• Ensures accurate ticket documentation and consistent resolution standards across all incidents.
• Oversees inventory, deployment, and lifecycle management of firm hardware assets.
• Coordinates incident response efforts with Information Security, Infrastructure, and Enterprise Applications teams.
• Ensures the team has the knowledge, tools, and guidance necessary to troubleshoot and resolve complex issues related to firm standard applications and hardware, including computers, phones, printers, multi-functional devices (MFDs), and audio visual systems.
• Collaborates with Learning Specialists (technology trainers) to develop electronic self-help content based on trends and commonly reported issues.
• Collaborates with the Technology Support Manager to ensure a seamless user support experience, including issue assignment, escalation, and closure.
• Conducts weekly support incident reviews with the Technology Support Manager.
• Drafts and communicates intra office and firmwide technology alerts and announcements in coordination with other managers.
• Enforces firm policies and procedures across the support team.
• Proactively monitors support inquiries to identify emerging issues, trends, or systemic risks within the technology platform.
• Assigns and monitors post maintenance testing to ensure all systems and services are operational following scheduled maintenance.
• Assists the Senior Manager of Technology Support & Training in developing processes, policies, and standards for technology services.
• Participates in Change Control meetings and communicates approved changes to the support team.
• Participates in regularly scheduled technology forums to understand firm strategies and new technologies, providing feedback to technical owners as appropriate.
• Completes special projects as assigned.

SHARED RESPONSIBILTIES

• Ensures deskside support queues across all offices are actively monitored and incidents are resolved in a timely manner.
• Provides daily audio/video hybrid meeting support across firm offices, including coordination of coverage and escalation.
• Collaborates on afterhours on call rotation schedules and escalation coverage.
• Partners across support tiers and resolver groups to ensure a consistent end?user experience.
• Coordinates support services with local office administration teams, including Administrative Office Managers and Facilities.
• Maintains an up?to?date support team and end-user-facing knowledge base, troubleshooting guides, and documented support procedures.

MINIMUM QUALIFICATIONS

Knowledge/Skills/Abilities:

• Strong troubleshooting expertise with sound decision?making and strategic thinking skills.
• High attention to detail with strong organizational and execution capabilities.
• Excellent interpersonal, verbal, written, and customer service skills.
• Ability to clearly communicate technical concepts to nontechnical audiences.
• Demonstrated leadership, accountability, and perseverance to ensure tasks and requests are completed.
• Ability to remain calm and professional when resolving customer issues.
• Flexibility to adapt to changing priorities and to work outside standard business hours when required.
• Experience with generative AI powered technologies, such as Microsoft 365 Copilot.
• Expert knowledge of Microsoft Windows, Microsoft 365 Admin Center, and Azure services.
• Advanced experience troubleshooting computer hardware, phones, printers, mobile devices, and A/V systems.
• Experience with remote access technologies and enterprise video conferencing systems (e.g., Crestron, Cisco).
• Understanding data security concepts and enterprise security requirements.
• General knowledge of network architecture, including switches, routers, circuits, virtual servers, and data centers.

Education:

• Bachelor's Degree or equivalent experience preferred

Experience:

• 7+ years of relevant IT experience.
• 3-5+ years in a technology support management capacity
• Experience in using ticketing system such as ServiceNow
• Experience resolving complex technical incidents
• Experience with project management
• Experience delivering white glove customer service
• Experience building and developing staff
• Experience with vendor management.
• Legal industry experience is strongly preferred.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.