Aderant is seeking a Manager of IT Operations.

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.

At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward. Our people are our strength.

The Manager of IT Operations is a critical leadership role within the IT department, acting as the strategic and operational right hand to the IT Director. This individual will help shape and execute the department’s direction, with a strong emphasis on continuous improvement, operational efficiency, and the use of automation and AI technologies.

The Manager of IT Operations will be responsible for maintaining high-quality end-user support, standardizing and documenting processes, measuring performance through key KPIs, and fostering a high-performing, growth-oriented team culture.

• Bachelor’s degree in Information Technology, Computer Science, or a related field (Master’s degree preferred).
• Proven experience (typically 5+ years) in IT management.
• Strong leadership and team management skills, with experience in coaching and mentoring staff in a multi-location multi-platform enterprise environment.
• Excellent problem-solving and troubleshooting abilities, with a hands-on approach to technical issues.
• Exceptional customer service and communication skills, both verbal and written.
• Deep familiarity with ITSM tools, process automation, AI technologies (LLMs such as OpenAI, Copilot etc.), and KPI tracking.
• Knowledge of ITIL (Information Technology Infrastructure Library) best practices and certification (e.g., ITIL Foundation) is a plus.
• Strong organizational and project management skills, with the ability to manage multiple priorities and deadlines.
• Experience in budgeting and resource management is preferred.

• Collaborate closely with IT Director on strategic IT plans and initiatives to support the organization's goals.
  Provide thought leadership around automation and the integration of AI to improve service delivery and operational performance.
• Prepare and present regular reports on performance, user satisfaction, and key metrics to senior management with insights and recommended actions.
• Lead, mentor, and manage a team of help desk technicians and IT Operations staff, ensuring clear alignment of goals and expectations.
• Ensure cost-effective use of resources while maintaining high-quality support services.
• Develop and implement help desk policies, procedures, documentation, and best practices to enhance service delivery and ensure timely and effective resolution of user issues.
• Monitor, analyze, and refine performance metrics and KPIs to track team output, responsiveness, customer satisfaction, and operational efficiency.
• Act as a point of contact for user feedback, complaints, and escalations, ensuring prompt resolution.
• Conduct regular surveys and gather feedback to assess user satisfaction and identify improvement opportunities.
• Implement problem management processes to identify root causes and prevent recurrence of issues.
• Lead and participate in IT projects, such as physical space migrations, system upgrades, deployments, and process improvements, ensuring they are on track and aligned with business goals.
• Maintain up-to-date knowledge of IT systems, software, and hardware to provide guidance and support for complex technical issues escalated by help desk technicians.
• Assist in managing the budget, including resource allocation, purchasing, and vendor management.