Washington, DC - Director, Workplace Experience Technology Operations

About Us

For Business Professionals, Winston & Strawn presents an exciting opportunity to be a part of a leading global law firm. With our commitment to excellence, diversity, a collaborative work environment, and an emphasis on professional growth, Winston offers a platform for individuals seeking to advance their careers in a dynamic and rewarding environment. Winston is known for its collaborative and collegial culture.

We believe teamwork is an essential component in providing high-quality legal services and we value the talents and skills of our entire business professional team.

Position Summary

As part of our Information Technology leadership team, this position is responsible for developing strategic plans and direction for On-Site workplace technology support.This role is responsible for managing, optimizing, and automating regionally based support teams and service delivery across the firm.This role will direct the work of regional managers across the US and EU and have direct accountability for budgets, staff development, vendor partnerships and project activities.

Duties And Responsibilities

• Responsible for outlining and executing our Workplace Technology service and support mission, vision, and strategy.
• Direct the work of regionally aligned managers of support services teams and resources globally by providing leadership, coaching, and development opportunities to ensure consistent growth and development of direct reports and individual contributors.
• Lead capacity planning for day-to-day and project-based activities to fully align staffing levels to the work requirements.
• Work to implement process improvements and enhancements by prioritizing automation and self-service tools to streamline workflows, reduce manual efforts, and align with ITIL best practices.
• Analyze data and performance metrics to make informed decisions to impact change and provide recommendations for technological support and end-user training within the firm.
• Collaborate with technology business leaders in information services and information security to architect the environment, identify opportunities for process improvement, and align technology solutions to business goals.

Basic Qualifications

• Bachelor’s degree required, master’s degree preferred.
• 10 + years of experience working within an IT Department providing service delivery, operations, or service management required.
• 5+ years of previous management or supervisory experience required.
• Ability to be available off-hours as required.
• Must live within a commutable distance to the firm office in either Chicago, New York or Washington, DC with the ability to come into the office 4 days per week.

COMPETENCIES

• Detailed understanding of IT infrastructure in a large-scale enterprise environment
• ITIL Foundation certification preferred or equivalent experience with ITSM frameworks.
• Demonstrated experience with ITSM platforms (Service Now, FreshService, etc.)
• Experience leading and managing a team with the requirement of high availability supporting 24/7 services.
• Applies deep expertise in support of Windows and Mac OS, MS Teams, Intune, JAMF, OKTA, and other common desktop productivity applications and leverages that knowledge to lead the team to deliver high-quality results aligned with the strategic priorities of the department and/or firm.
• Manages team performance to achieve optimal results. Improves efficiency, identifies and leads process improvement efforts, and designs solutions aligned with departmental and firm goals and objectives.
• Uses excellent judgement and critical thinking skills to anticipate and address challenges affecting the team and/or department. Makes thoughtful and impactful decisions that drive high-impact results for the department and the firm.
• Communicates clearly and effectively both verbally and in writing, tailoring accordingly based on audience. Maintains positive relationships within and across departments, engages in active listening, instills trust, and prioritizes inclusivity, promoting effective team and cross-functional collaboration.
• Sets direction, provides guidance, and promotes teamwork to ensure team and departmental goals are met. Models accountability, fosters inclusion, and resolves performance issues and conflicts accordingly. Provides team members with feedback, coaching, mentoring, and opportunities for skill development and growth.

This description indicates the general level and nature of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Benefits

Winston offers comprehensive benefits that provide a full spectrum of coverage and support for our full-time employees and their families. Additional information about benefits and rewards can be found here .

SALARY

The target annual salary range for this role is currently $215,000-$245,000 based on a regular, full-time schedule. The amount of compensation offered will be determined by several factors, including but not limited to experience, qualifications, market data and internal equity.

Total compensation includes a comprehensive healthcare benefits package, yearly retirement contribution, and may include an annual discretionary merit bonus.

We are an equal opportunity employer and welcome applicants from all backgrounds and experiences.