Manager of Technology Support

Vedder Price's Chicago office is looking for a Manager of Technology Support. The Manager of Technology Support holds responsibility for the management of first- and second-line technical support services for all Firm IT applications and services, encompassing end-users from across all locations. This includes tracking incident trends and identifying areas of improvement based on those trends. Experience with ITIL concepts is a plus.

As the Manager of Technology Support, your job duties will include but not be limited to:

• Incident management: tracking, prioritizing, and resolving technical
• Problem management: identifying and addressing root causes of recurring issues.
• Request fulfillment: handling and tracking user requests for software, hardware, and access with appropriate authorization.
• Service Level Agreement (SLA) management, ensuring adherence to defined service levels and reporting on performance metrics.
• Supervise, mentor, and train a team of first- and second-line support analysts. Provide performance management and regular feedback for Technical Support Center (TSC) analysts.
• Scheduling and allocating resources to ensure adequate
• Developing and improving process documentation, standardized processes, training materials, and knowledge bases.
• Liaise with external vendors for hardware, software, and support services, as needed.
• Highly available and responsive to occasional after-hours issues, as the Firm operates on a 24/7 basis.
• Drive ITIL best practices.

Skills & Competencies:

• Ability to perform detailed troubleshooting of complex technical
• Excellent written and oral communication
• Capability to schedule and coordinate multiple activities in results- oriented environment.
• Ability to effectively communicate with users who do not have technical
• Decisiveness on action plans and in critical
• Strong organization skills, including the ability to prioritize and independently work on several issues at one time.
• Big picture perspective on incidents and technical

Qualifications & Required Experience:

• Bachelor's degree Equivalent work experience providing consultative and technical expertise to customers will also be considered.
• 5+ years' technology support experience is
• Experience leading
• Experience working in technology support for a law firm or professional services firm is preferred, but not required.
• Position also requires the ability to work under pressure to meet strict deadlines.

Qualifications & Required Experience:

To perform this job successfully, an individual must be proficient in the following software:

• Proficiency in Windows 11 and Office 365
• Proficiency in mobile operating systems (iOS and Android) and devices
• Expertise with end user hardware troubleshooting and network concepts

Compensation Range: $115,000/yr. to $155,000/yr.

At Vedder Price, we believe in recognizing and rewarding our employees' contributions. Our comprehensive Total Rewards Package includes:

• Competitive Salary: We offer a competitive base salary commensurate with skills and experience.
• Bonus Program: Discretionary annual bonus program.
• Retirement Planning: Discretionary profit sharing and 401(k) matching to help you plan for your future.
• Health and Wellness: Comprehensive health, dental, and vision plans, along with optional health savings and flexible spending accounts, firm-paid Life and Disability benefits, and wellness programs to support your overall well-being.
• Paid Time Off: Competitive time off package including vacation days, paid holidays, sick time and personal days.
• Professional Development: Opportunities for continuous learning and career growth through firm provided training programs.
• Employee Recognition: Anniversary and Vedder Praise Programs to celebrate your achievements and milestones.
• Work-Life Balance: Hybrid work model and family-friendly policies.
• Additional Perks: Employee discount program, pre-tax commuter benefits, back up child & elder care, Employee Assistance Program (EAP), fitness center discounts and more.

Join Vedder Price and be part of a team that values hard work and dedication!

Equal Employment Opportunity

Vedder Price P.C. is an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability (where applicant is qualified to perform the essential functions of the job with or without reasonable accommodations), medical condition, protected veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law. We participate in E-verify.

Applicants who are interested in applying for a position and require special assistance or an accommodation during the process due to a disability should contact the Vedder Price Recruiting Team at vprecruiting@vedderprice.com.