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Skills mentionedServiceNow
Overview
Mayer Brown is an international law firm positioned to represent the world’s major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do.We are a collegial, collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realize their greatest potential all while supporting the Firm’s client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.
If you thrive in a collaborative environment that values exceptional client service, initiative, professionalism, responsiveness, and adaptability, we invite you to consider joining our Information Technology department in our Chicago office as a Manager: IT Services.
The Manager: IT Services is accountable for the support and delivery of IT services to the Chicago office, serving as a key relationship and service delivery contact for attorneys, legal practice assistants, and business services professionals on technology-related matters. This role ensures reliable, secure, client-focused service delivery across end-user support, AV services, and business engagement.
This role manages and develops the local technology services team, supports office and global technology projects, and works with global technology colleagues to communicate Chicago business needs, coordinate service delivery, and helps ensure technology changes are implemented effectively for the office.
Essential Functions
Service Delivery & Operations — Chicago
Oversee the day-to-day operation of the Chicago technology services team, ensuring incidents, service requests, and escalations are managed within the firm’s P1–P4 priority and SLA framework
Manage the local delivery of all technology services to Chicago legal and business services professionals — service desk, desktop support, hardware provisioning, onboarding/offboarding, collaboration and productivity tools, and access to application and security services
Serve as a key relationship and service delivery contact for Chicago attorneys, legal practice assistants, and business services staff, translating their needs into responsive, high-quality service
Act as the local escalation point for complex or high-impact issues, coordinating with global infrastructure, application, security, and collaboration teams to drive timely resolution
Ensure appropriate ownership, communication, and follow-through for high-priority incidents and escalations
Develop and maintain local business relationship for technology services in Chicago, ensuring office needs are understood, communicated, and addressed in coordination with the appropriate global technology teams
Serve as a local project resource for technology initiatives affecting Chicago, coordinating with global colleagues to represent business requirements, support change activities, and help manage adoption of new or updated technology services
Participate in local change readiness and adoption activities for technology initiatives, including stakeholder communication, issue tracking, and feedback collection
Assist with local response activities for major incidents affecting Chicago to ensure appropriate escalation, communication, documentation, and follow-through
Audiovisual (AV) & Event Support
Manage the delivery of AV services for the Chicago office, including conference room technology, Teams/Zoom Rooms, video conferencing, town halls, client-facing meetings, and firm events
Respond to AV incidents at elevated priority during live events and coordinate rehearsals and setup for major meetings
Partner with Conference Services, Facilities, and other business services teams to support successful delivery of meetings, events, and conference room experiences
Client Engagement & Continual Service Improvement
Engage with Chicago stakeholders to capture the ‘Voice of the Client,’ using feedback mechanisms such as surveys (CSAT), workshops, and service reviews
Identify and lead continual service improvement (CSI) initiatives informed by service data, incident trends, and stakeholder feedback
Champion a client-centric culture, acting as a business relationship point of contact and turning support interactions into trusted partnerships
Apply and enforce Incident, Request, Problem, Change, and Knowledge Management processes in adherence to ITIL 4 best practices
Support the effective use and ongoing optimization of ServiceNow as the firm’s ITSM platform for ticketing, workflows, and knowledge
Drive knowledge base coverage and first-contact resolution by promoting documentation, self-service, and reuse
GenAI Enablement & Innovation
Support Chicago users through GenAI literacy activities such as floor walks, office hours, and targeted enablement
Promote automation and AI-assisted approaches to improve service efficiency, ticket deflection, and the overall user experience
Reinforce information security support in day-to-day operations — endpoint compliance, access management, and security awareness — partnering with the security team on incidents and hand-offs
Ensure compliance with Firm policies, information security standards, and applicable regulatory and client requirements
Provide regular reporting and analysis on key performance indicators—including MTTR, CSAT, SLA adherence, ticket aging, reassignment patterns, first-contact resolution, and change success to identify trends, service risks, and improvement opportunities
Oversee asset and configuration management for Chicago, including inventory accuracy and asset lifecycle management, while supporting local vendor management, maintenance within approved budgets
Perform other duties as assigned to meet Firm goals and objectives
Qualifications, Experience and Personal Attributes
Education/Training/Certifications
Bachelor’s degree in a related field. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job
Professional Experience
Minimum of 7 years of professional IT experience, with at least 2–3 years in a supervisory or team management role
Demonstrated experience managing technology service delivery, end-user support, and audiovisual/conference-room services against SLAs/KPIs
Experience in a legal or professional services environment strongly preferred
Experience working with global technology teams to support projects, coordinate service delivery, and communicate local business requirements preferred
Technical Skills
Proficiency in Microsoft 365 products and modern end-user computing environments
Hands-on experience supporting AV and conferencing technologies (e.g., Microsoft Teams Rooms/Zoom Rooms, Crestron/Cisco systems, digital signage, and event production support)
Strong knowledge of IT service management best practices and tools, particularly ServiceNow and ITIL 4 processes
Working knowledge of the firm’s GenAI platforms (e.g., Microsoft 365 Copilot) and their responsible, value-driven adoption
Familiarity with legal and business applications (e.g., iManage/DMS) and information security fundamentals
Performance Traits
Strong written and verbal communication skills, able to communicate effectively and professionally with all levels of the Firm and outside vendors
Client-centric mindset with strong customer service orientation and sound independent judgment
Demonstrated ownership mentality with the ability to drive issues to conclusion, influence cross-functional teams, and balance business priorities with operational requirements
Analytical, data-driven approach to service performance and problem-solving
Ability to work under pressure, meet deadlines, and manage shifting priorities and events
Strong attention to detail, organizational skills, and the ability to handle multiple concurrent priorities
Maintains confidentiality and exercises discretion
Self-starter with a high level of initiative and a commitment to continuous improvement and innovation
Collaborative and relationship-oriented, with the ability to work effectively with local and global teams to address business needs and support technology projects
Management Accountabilities
Manages assigned direct reports with regard to performance appraisals, annual compensation, goal setting, performance counselling, and development
Conducts analysis of staffing levels and participates in the recruitment process for the Chicago technology services team
Sets priorities, delegates efficiently, and ensures appropriate service and AV coverage across business hours and events
Determines and implements change processes to improve workflow efficiencies and service quality
Provides input on operational budget and staffing recommendations, and fosters a culture of service excellence, collaboration, and innovation — including GenAI adoption
This description is not exhaustive, and the Firm may modify it at any time at its sole discretion; nothing herein creates an employment contract or alters the at-will nature of employment.
We offer competitive compensation and comprehensive benefits, including medical/dental/vision/life/and AD&D insurance, 401(k) savings plan, back-up childcare and eldercare, generous paid time off (PTO), as well as opportunities for professional development and growth.
Posted Pay Range
The typical pay scale for this position is between USD $131,000.00/Yr. and USD $173,000.00/Yr., although the actual wage or salary could be lower or higher if the candidate's education, experience, skills and internal pay alignment are different from those specified.
Equal opportunity and legal
We are committed to providing equal opportunity and reasonable accommodations to applicants and employees with disabilities and disabled veterans. To request an accommodation related to the application process or interview, please email uslateralrecruiting@mayerbrown.com. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Mayer Brown works with select external search firms that have been vetted against our standards. Firms without a contract or agreement with Mayer Brown are not authorized to represent that they are working with the Firm, nor are they entitled to placement fees. Mayer Brown does not accept unsolicited CVs from external recruiters. Submission of an unsolicited CV to Mayer Brown or any of its Partners or employees will not establish any right of priority for the submitting agency.
