IT Services Manager

Mayer Brown

. Oversee day-to-day operation of the Chicago technology services team .

Posted 10/15/2026full-timeChicago • Illinois • United StatesSeniorLead💰 $131,000 - $173,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Oversee day-to-day operation of the Chicago technology services team
Manage local delivery of service desk, desktop support, hardware provisioning, onboarding/offboarding, collaboration and productivity tools, and application and security access
Serve as the key technology service delivery contact for Chicago attorneys, legal practice assistants, and business services staff
Act as local escalation point for complex or high-impact issues and coordinate timely resolution with global teams
Maintain local business relationships for technology services and communicate office needs to global technology teams
Support technology initiatives affecting Chicago, including business requirements, change activities, adoption, stakeholder communication, issue tracking, and feedback collection
Assist with local response activities for major incidents
Manage AV services including conference room technology, Teams/Zoom Rooms, video conferencing, town halls, client-facing meetings, and firm events
Respond to elevated-priority AV incidents during live events and coordinate rehearsals and setup
Partner with Conference Services, Facilities, and business services teams for meetings and events
Capture the Voice of the Client through surveys, workshops, and service reviews
Lead continual service improvement initiatives using service data, incident trends, and stakeholder feedback
Apply Incident, Request, Problem, Change, and Knowledge Management processes in accordance with ITIL 4
Support and optimize ServiceNow for ticketing, workflows, and knowledge
Promote knowledge-base coverage, self-service, documentation, and first-contact resolution
Support GenAI literacy through floor walks, office hours, and targeted enablement
Promote automation and AI-assisted approaches to improve service efficiency and user experience
Reinforce endpoint compliance, access management, security awareness, and security incident hand-offs
Ensure compliance with Firm policies, information security standards, and applicable regulatory and client requirements
Report and analyze KPIs including MTTR, CSAT, SLA adherence, ticket aging, reassignment patterns, first-contact resolution, and change success
Oversee Chicago asset and configuration management, inventory accuracy, asset lifecycle management, and local vendor management
Manage direct reports, including appraisals, compensation, goal setting, counselling, and development
Analyze staffing levels and participate in recruitment for the Chicago technology services team
Set priorities, delegate work, and ensure service and AV coverage across business hours and events
Implement change processes to improve workflow efficiency and service quality
Provide input on operational budgets and staffing recommendations

Requirements

What you’ll need

Bachelor’s degree in a related field; an equivalent combination of education and/or directly related experience may be considered in lieu of the degree
Minimum of 7 years of professional IT experience
At least 2–3 years in a supervisory or team management role
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 preferred
Proficiency in Microsoft 365 products and modern end-user computing environments
Hands-on experience supporting AV and conferencing technologies, including Microsoft Teams Rooms/Zoom Rooms, Crestron/Cisco systems, digital signage, and event production support
Strong knowledge of IT service management best practices, ServiceNow, and ITIL 4 processes
Working knowledge of the firm’s GenAI platforms, such as Microsoft 365 Copilot, and responsible adoption
Familiarity with legal and business applications, such as iManage/DMS, and information security fundamentals
Strong written and verbal communication skills
Client-centric mindset and strong customer service orientation
Independent judgment, ownership mentality, analytical and data-driven problem-solving approach
Ability to work under pressure, meet deadlines, manage shifting priorities and events
Strong attention to detail and organizational skills
Ability to maintain confidentiality and exercise discretion
Initiative, commitment to continuous improvement and innovation
Ability to collaborate effectively with local and global teams

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Life insurance
AD&D insurance
401(k) savings plan
Back-up childcare and eldercare
Generous paid time off (PTO)
Professional development and growth opportunities
Equal opportunity and reasonable accommodations for applicants and employees with disabilities and disabled veterans