Technology Support Manager, Asia

About Us

Skadden, Arps, Slate, Meagher & Flom LLP (Skadden) has forged a reputation as one of the most prestigious law firms in the world by relying on innovation, intellect, teamwork and tenacity to deliver the highest quality advice and novel solutions to our clients' legal issues.  By relying on innovation, intellect, teamwork and tenacity, our lawyers deliver the highest quality advice and novel solutions to our clients' legal issues. We are recognized as a global powerhouse for complex transactions, litigation/controversy issues, and regulatory matters, as well as for the open, collaborative relationships we build with clients. Our attorneys, who reflect diverse backgrounds and perspectives, collaborate seamlessly across 50-plus practices and 21 offices in the world’s major financial centers.

The Opportunity

We are seeking a Technology Support Manager, Asia to join our Firm.  This position will be based in our Hong Kong office.  This position manages technology support across Asia Pacific offices, including Beijing, Hong Kong, Seoul, Singapore, and Tokyo. Oversees support for software, hardware, network services, mobile and remote services, audio-visual systems, telephony, and security systems. Provides strategic direction for user support, technology infrastructure, and hardware management, while ensuring effective staff supervision, project management, and budget oversight. Responsible for implementation of technology projects across the Asia Pacific offices in collaboration with the Regional Technology Support Manager. Responsibilities include:

• Manages technology support for Asia Pacific offices.
• Develops, implements, and manages operational standards and escalation procedures to ensure service levels are maintained at a consistent level.
• Sets department goals in relation to areas of responsibility; assesses department needs and makes recommendations as appropriate.
• Ensures a consistent and high level of customer service and responsiveness among the Technology department.
• Assists in overseeing and ensuring proper maintenance and day-to-day operation of all department functions.
• Provides weekly ACD schedule to TSS Service Management in collaboration with the Regional Technology Support Manager, Asia & Europe.
• Maintains accurate records of inventory and updates and communicates to appropriate departments the schedule of equipment replacements.
• Ensures the security of the Firm systems through awareness and training of Technology staff.
• Participates in the interviewing, selection, and training process in coordination with Human Resources.
• Consults with the Office Administrator and Human Resources regarding employment issues and policy and procedural changes.
• Implements and upholds department and Firm policies and procedures.
• Establishes and maintains effective working relationships with clients, attorneys, and staff.
• Negotiates contracts and maintains relationships with local vendors in liaison with the Regional Technology Support Manager, Asia & Europe.
• Prepares annual Technology budgets in coordination with the Office Administrator, Accounts Department, and the Regional Technology Support Manager, Asia & Europe.
• Responsible for the assessment and purchasing of local hardware, software and other IT supplies within established budgets. Maintains all local assets responsibly.
• Participates, as required, on Firm Technology committees relating to global standards.
• Ensures current knowledge of Firm policies and practices for staff, current knowledge of industry trends, and continued professional development for staff.
• Coordinates and oversees department projects, day-to-day operations and long range plans in collaboration with the Regional Technology Support Manager, Asia & Europe and the Assistant
• Director of Technology Support.
• Monitors time, attendance, overtime, and expense reports to ensure accuracy and compliance with Firm policies.
• Effectively utilizes the Firm's performance management process to communicate performance expectations, monitor performance, coach employees, and manage unsatisfactory performance.
• Oversees employees' work performance and provides guidance in the resolution of problems.
• Initiates disciplinary procedures in collaboration with the Human Resources Department.
• Recommends guidelines and practices to promote efficiency, effectiveness, excellent customer service and improved employee relations, in alignment with the Firm's Core Values.
• Develops and communicates departmental guidelines and procedures.
• Ensures accurate and timely responses to requests for departmental services.
• Engages in strategic (i.e., long-range) planning by developing departmental goals and supporting objectives for assigned department(s).
• Demonstrates effective interpersonal, written and verbal communication skills to facilitate effective work relationships with others.
• Manages Firm resources responsibly.
• Complies with and understands Firm operations, policies and procedures.
• Performs other related duties as assigned.

• Ability to administer Firm policies and procedures with regard to Skadden desktop applications
• Thorough knowledge of computer networks, hardware and software
• Thorough knowledge of standard Skadden applications
• Ability to provide in-depth analysis of various software applications
• Current knowledge of industry best practices, trends and techniques
• Knowledge of relevant firm computer software programs (e.g., Outlook, Excel, PowerPoint), with the ability to learn new software and operating systems
• Knowledge and implementation of the annual budget process
• Demonstrates effective interpersonal and communication skills, both verbally and in writing
• Demonstrates close attention to detail
• Excellent analytical, troubleshooting, organizational, and planning skills
• Demonstrated experience with leading and supervising others
• Ability to administer Firm policies and procedures
• Ability to handle multiple projects and shifting priorities
• Ability to handle sensitive matters and maintain confidentiality
• Ability to organize and prioritize work and delegate effectively
• Ability to work well in a demanding and fast-paced environment
• Ability to work well independently as well as effectively within a team
• Ability to use discretion and exercise independent and sound judgment
• Flexibility to travel
• Flexibility to adjust hours and work the hours necessary to meet operating and business needs

• Bachelor's degree in Computer Science, IT Management or related field or equivalent work experience
• Minimum of five years of supervisory experience in technology related environment