IS Supervisor

Job Summary

Gibson Dunn is a leading global law firm, advising clients on significant transactions and disputes. Our exceptional teams craft and deploy creative legal strategies that are meticulously tailored to every matter, however complex or high-stakes. The firm’s work is distinguished by a unique combination of precision and vision.

Based Washington D.C., the IS Supervisor will be responsible for overseeing all IS local support staff in the Washington D.C. office and any other assigned offices, ensuring the effective and efficient delivery of IS support. The IS Supervisor will actively participate in maintaining and improving the timeliness and quality of IS Support to all customers within the assigned firm offices. This role requires a combination of strategic oversight, technical expertise, and strong leadership skills.

This role reports to the Director of User Experience (UX).

Responsibilities include:

• Providing strategic leadership and direction to the IS local support team, ensuring alignment with organizational goals and objectives.
• Interacting effectively with all customer constituencies, building positive relationships with customers and the team, in person whenever possible.
• Coordinating and maintaining the operational availability of all related equipment, including PCs, printers, laptops, smartphones, data communication equipment, audio-visual systems, and, when directed by IS Operations, servers and network infrastructure.
• Taking ownership of all issues in the assigned office, including customer communications and follow-up.
• Performing as a second/third-level technical resource or providing guidance to resolve customer problems effectively.
• Coordinating the escalation and resolution of technology problems.
• Ensuring the local team maintains accurate and timely records of technology equipment inventory in the Asset Management System.
• Promoting the effective utilization of Firm-provided software applications to customers.
• Participating as an active team member on IS projects to which assigned.
• Fulfilling the role of IS Support Specialist during high-volume project periods or as backup during periods of absence.
• Utilizing the call tracking program, Footprints, to log and track all issues and ensuring the team inputs tickets accurately and in a timely manner.
• Contributing detailed solutions to the Footprints Knowledge Base.
• Encouraging and ensuring team compliance with Firm-wide policies, standards, operational guidelines, and administrative procedures related to the IS function.
• Providing after-hours support as needed, including weekends.

Qualifications

• Ability to effectively manage and motivate individuals and teams.
• Strong people management skills including ability to provide effective constructive feedback and coaching.
• Strong understanding of backend teams, their corresponding functions and interdependencies.
• Ability to establish and maintain key stakeholder engagement including partners, senior business leaders, IS colleagues and direct reports.
• Strong problem solver, with an ability to work well under pressure.
• Proven experience effectively resolving critical/major incidents, particularly those that have an impact on high level stakeholders (partners, senior and C-level management).
• Demonstrates good judgment and business acumen, with an understanding of when to drive process and when it is acceptable to work outside of the process.
• Experience using various metrics and analytics tools to effectively manage performance, projects, scorecards and process improvements.
• Excellent written and verbal communication skills including ability to convey complex technical information to lay audience.
• Strong active listening skills.
• Strong project planning, organizational and execution skills.
• Strong ability to build and maintain trusted relationships, and effectively collaborate at all levels and across all disciplines.
• Strategic and creative thinker, with a focus on delivering solutions.
• Ability to remain calm and reasoned under pressure.
• Ability to be flexible to meet varied and changing business requirements.

Experience

• Bachelor’s degree in a related field preferred or technical school training with equivalent experience also considered.
• Minimum 5+ years of relevant experience.
• Experience in the legal industry is preferred.

 

Gibson Dunn will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of local law.

Compensation & Benefits:

The annual compensation range for this position is $125-140k. The salary offered within this range will depend upon qualifications and other operational considerations.

Benefits offered for this position include health care; retirement benefits; paid days off, including sick time, and vacation time; parental leave; basic life insurance; Flexible Spending Accounts; as well as discretionary, performance-based bonuses.

Location:

Washington, D.C.

EEO Statement

Gibson Dunn & Crutcher LLP is committed to the principles of equal employment opportunity for all partners, employees and applicants and, in accordance with the applicable federal and state laws, does not discriminate on the basis of sex, race, creed, color, religion, matriculation or political affiliation, national origin, alienage or citizenship status, ancestry, age, marital status or partnership status, family responsibilities, disability, medical condition, personal appearance, genetic information, predisposing genetic characteristics, sexual orientation, military status, status as a victim of domestic violence, stalking and sex offenses, arrest or conviction record, or on any other basis prohibited by law.