**If you are interested in any of the opportunities listed below - or any other position in a law firm please contact Geri Moreland to discuss at geri@capitolrecruiters.com
Help Desk/Tier 2 – Fully REMOTE – for top global law firm. Five opportunities available!
Three day shifts: Monday-Friday 9am – 5:30pm, Monday-Friday 9:30am – 6:00pm, Monday-Friday 11:30am – 8pm
Two overnight shifts: Monday-Saturday 10:30pm – 7am, Sunday-Thursday 1am – 9:30am
*Please note all hours are Eastern time despite the location. This role is responsible for supporting user incidents and service requests escalated by Tier 1, and for needs that are more complex and specialized. The Tier 2 Technician also leads problem management, evaluating incident trends, driving root cause analysis together with engineering teams, working to identify and document move-forward solutions. **Ideal candidates have at least 3 years or more of specific Tier 2 experience. Law firm or professional services experience required. Desired tech skills: Windows 10/11 knowledge, Application installation - either manual or via programmatic methods such as MECM software center. Intermediate to advanced application troubleshooting, to include the ability to search for application logs and event logs. Desktop hardware knowledge - Base to intermediate understanding of networking. Ability to troubleshoot conference platform issues, mobile device management and troubleshooting. Ability to support network and server engineering teams, 365 knowledge (SharePoint, Office online, OneDrive, EXO, Teams, OneNote), Microsoft Office 2016/2019, printer troubleshooting, and CallManager knowledge.
Duties: Escalation support for complex user needs that are triaged by Tier 1 Help Desk Technicians. Timely response to user needs within pre-defined service level agreements (SLAs). Lead coordination with IT technical teams for issues that require advanced engineering Support. Respond to support requests either in person, over the phone, or via email. Thoroughly document support requests, with emphasis on complex and specialized needs, using the Help Desk ticketing system. Lead problem management. Maintain IT Knowledge Base. Work with Service Management leadership and Tier 1/Tier 3 staff to identify opportunities to optimize escalation/triage process. Work with Service Management to translate specialized work into routine and commoditized solutions to be performed by Tier 1 (as appropriate).
Position Requirements: College degree ideal. Technical certification(s) preferred. Must have at least 3 or more years of relevant experience, ideally in a large law firm or professional services firm. Experience with technical troubleshooting and root-cause analysis. Knowledge of applications and systems common to a law firm. Knowledge of operating system configuration and troubleshooting. Knowledge of leading service desk performance indicators and service level standards. Conducts research on systems to solve intricate or difficult technical problems. Excellent troubleshooting and problem solving skills. Experience with ServiceNow. Knowledge of best practices for refining a global, tiered IT support desk model. Knowledge of ITIL-oriented process design for IT service Management. Knowledge of leading service desk performance indicators and service level standards. Excellent interpersonal and written communications skills. Highly motivated, analytical, organized, and efficient. Flexibility to occasionally work before and after business hours. Salay is commensurate with experience.
Advisor –eDiscovery - Relativity – fully remote. For prominent law firm that has a focus on eDiscovery, information governance, data privacy, and data security. This firm also collaborates with Am Law 100 law firms in roles ranging from co-counsel to consulting and testifying expert witnesses and has appeared in state and federal courts throughout the U.S. This role is responsible for supporting the firm’s eDiscovery Review Services position in the eDiscovery, information governance, and data privacy services markets. This position is 100% Remote. Travel to client sites may be required.
Duties: Create and edit fields, choices, layouts, persistent highlighting sets, searches, STRs, batch sets, and production sets. Designing privilege review and privilege log workflows. Create substantive and procedural quality control checks. Create TIFF and native redaction workflows. Review search terms for proper dtSearch syntax. Assist with culling and analyzing data loaded to review platforms. Design and run both pre- and post-production quality control and validation checks. Verify and validate data integrity, accuracy, and completeness.
Position Requirements: At least (preferably more) three years of experience in eDiscovery and Document Review within a law firm, consulting advisory firm, or corporate management function. Bachelor’s degree, JD, or advanced degree in business, legal or related field preferred. Experience working in and with remote teams. Flexibility to travel up to 25% percent of the time. Ability to travel internationally. Proven technical expertise in specialized areas of litigation such as discovery, document review, and other case data management strategies (e.g., expertise in all aspects of Relativity and/or other processing and hosting platforms, data validation, database management and solutioning complex issues arising in large document review scenarios. Experience managing technical dimensions of review projects within Relativity and other review platforms. Experience supporting client relationships and engagements, including the identification of key issues, and development of strategies, standardized procedures and analyses. Experience managing and/or assisting with the coordination of the collection, processing, review, and production of electronically stored information (“ESI”) and paper records. Ability to draft defensibility documentation for projects. Experience with monitoring and analyzing data trends and patterns to detect potential issues or inconsistencies. Experience managing vendor activity; including the ability to analyze, gather, and write clear job specifications for vendors and follow projects/tasks throughout the process. Proficiency using a variety of software, processes, and tools and ability to provide quality analysis and recommendation of strategies related to the range of elements appropriate to the client situation. Proven technical, client management, project plan design, facilitation, and project leadership skills. Outstanding analytical and problem-solving abilities. Ability to function in a high-energy, fast-paced environment. The motivation to learn and understand technology and findings, effectively discuss those issues with technically skilled individuals, and convey findings for people without technology experience. Must be technology-adept and have excellent computer skills with Microsoft Office. Excellent, effective, and persuasive written and interpersonal communication skills. Salary 100k – 135k commensurate with experience.
Manager, IT Service Governance – for top global law firm in Washington, DC. This is a hybrid role. This position is responsible for leading a team of professionals to establish standards and process excellence for IT Operations. This position is accountable for enforcing/measuring/improving the IT Service Management (ITSM) process framework, including disciplines for IT Asset Management, Incident Problem and Technical Change Management, and Knowledge Management. Specifically, this role is the lead for Technical Problem and Change Management in partnership with the Director of Service Management.
*Ideal candidate will collaborate with their team to put ITSM framework in place, then take ownership of the system once in place. This position has four direct reports.
Duties: Oversee ITSM framework and governance together with the Director of Service Management, including incident management processes, problem management routines, technical change management processes, IT asset management, knowledge management, service request management, and the planning and controlling of configuration items (CIs) and their interrelationships. Is the lead for technical change approval process and associated standards/checklists required to promote solutions into production environments. Leads the problem management discipline, working with IT stakeholders to enhance processes, standards, and effectiveness. Partners with IT management to shape ITSM standards from the vantage point of end-users. Oversees ITSM team members. Oversee the strategic design of the firm’s ITSM technology systems and solutions. Actively works with cross-functional stakeholders to identify and apply design enhancements to ITSM technology to drive process effectiveness. Manages the IT Release/Deployment Calendar in partnership with the Quality Assurance and Testing Manager. Works with the Director of Service Management to define the ITSM strategy and standards, along with policies and processes for facilitating ITSM activities. Partners across all the functional areas within IT to ensure that processes are implemented, followed, and aligned with business needs. Liaises with key stakeholders firmwide to identify opportunities for ITSM process optimization and improvement. Oversees development of Service Management KPIs and other relevant information to key stakeholders and IT leaders, with ownership of recurring metric reviews with IT Leadership. Oversees the development of service management level agreements (SLA) in partnership with IT functional leadership and solution/service team owners. Ensures that IT service level agreements (SLAs) are understood and measured for delivery. Stays abreast of industry trends and best practices relative to ITSM, cultivates and disseminates knowledge across IT teams. Manages risks and issues that may affect IT services and end-user productivity. Maintains ITSM budget for achieving established strategic objectives.
Position Requirements: College degree strongly preferred. Master’s degree is preferred. Appropriate technical certifications preferred (ITIL v4). At least seven years of relevant experience, ideally in a large law firm. Prior experience designing an ITSM framework, preferably in a law firm. Prior experience with global, tiered IT support models. Prior experience leading a team of professionals across various IT Service Management disciplines. Experience building frameworks for performance indicators and service level standards. Experience with enterprise service desk technology solutions (e.g., ServiceNow) to inform design, process & user experience, configuration, and ongoing enhancements. Experience in leading and influencing IT staff of all levels to adopt ITSM standards, processes, and controls. Experience with business process design to achieve performance improvement outcomes. Salary is commensurate with experience.
Identity & Access Management Operations Specialist – for highly regarded global law firm in Washington, DC. This is a hybrid role. This position supports and is a team member of the IAM Ops group, who support authorization of access to systems, data, and applications. This role managed operational requests for user account administration, permissions, and access controls. Ideal candidate has ability to safeguard digital assets working with a sense of urgency.
Duties: Steers operational management of identity, access, and authorization requests through the employee/user lifecycle from onboard to offboard. Timely response to user needs. Responds to support requests in person, over the phone, or via email. Determines priority and assignment of tickets and documents support requests with ticketing system. Performs user administration changes across the technology ecosystem in accordance with controls, policies, standards, and operating procedures. Facilitates issues handling/escalation with cross-functional support staff. Follows up with users, provides feedback, and sees problems through to resolution. Remains up to date with policies and procedures that apply to the usage of technology. Maintains an open line of communication with IT management to elevate scenarios where controls and policies conflict with ability to preserve a quality user experience. Actively contributes to the firm’s IT knowledge base (e.g., tips, frequently asked questions, knowledge articles) to help end users resolve issues.
Position Requirements: College degree preferred. Appropriate technical certification(s) preferred. At least 1+ years of relevant experience (or internship experience), ideally in a large law firm. Experience providing operational support of IAM related needs in a global environment across a variety of platforms, tenants, and environments, including on-premises and cloud based systems. Working knowledge of applications/systems common to law firms. Prior experience with incident/service request intake and triage best practices. Experience with leading service desk performance indicators and service level standards. Knowledge of leading service desk technology solutions for IT and non-IT users such as ServiceNow. Strong service orientation. Excellent interpersonal and written communications skills. Highly motivated, analytical, organized, and efficient. Flexible for OT or rotating on-call shifts. Salary is commensurate with experience.
IT Asset Manager - for powerhouse global law firm in Washington, DC. **This is a hybrid position with some in office work. This role serves as a subject matter expert responsible for the lifecycle management and governance of the Firm’s technology assets. Candidate ensures that IT assets are properly inventoried/maintained/disposed of according to established policies and procedures. Working in close coordination with technical teams and cross-functional stakeholders, the IT Asset Manager establishes/enforces/monitors/improves asset management processes, standards, and controls. This position ensures efficient and effective use of IT assets and actively evaluates industry solutions to drive continuous improvement and automation for ongoing asset management activities. This role works with cross-functional stakeholders to identify and apply design enhancements to ITAM technology to drive process effectiveness and uphold standards; partners with Information Security leads on the recurring asset management certification process in coordination with system owners to satisfy requirements of Firm leadership and external entities (e.g., cyber insurers); defines and monitors asset management service management levels / key performance indicators in partnership with IT functional leadership and solution / service team owners; ensures that IT service level agreements (SLAs) are understood and measured for delivery; informs the strategic design other Service Management technology systems, solutions, and/or modules that enable and/or support asset management; partners with IT solution teams and 3rd party providers as needed to apply and maintain features; manages asset risks and issues that may affect IT services and end-user productivity; and maintains the ongoing ITAM budget required for achieving established strategic objectives.
Duties: Oversees the Firm’s IT asset management (ITAM) program in partnership with the Director of Service Management, inclusive of procedures, processes, and controls for inventory management, software licensing, maintenance, and disposal. Supports the definition of guidelines for the use of IT assets in partnership with Information Security. Partners with cross-functional stakeholders for the procurement of new IT assets and disposition of legacy assets to establish appropriate controls and processes for preserving an accurate and dynamic enterprise asset inventory. Monitors IT assets to ensure they are being used appropriately; provides regular reports on usage. Maintains the Firm’s database/system of record for assets (e.g., software, hardware) and configuration management (CMDB), ensuring that the records are accurate and up to date. Leads design and oversees execution of standards and operational processes for configuration management. Leads ongoing buildout of configuration information to support IT Service Management and Information Security processes (e.g., incident, problem, technical change, release management, risk management). Identifies opportunities for simplification, cost savings, risk-reduction, and efficiency. Serves as the business owner of enterprise asset management solutions, actively leading the design and experience for IT and non-IT users.
Position Requirements: Bachelor’s degree preferred, Master’s degree is ideal. Technical certification(s) are preferred (e.g., ITIL v4, CITAM). Must have 7+ years of relevant experience, ideally in a large Law Firm setting. Demonstrated experience designing an enterprise ITAM framework, preferably in a professional services or Legal Firm. Proven experience establishing appropriate structure, size, and scale for the IT asset management discipline, balancing the risk posture with the organizational size and maturity. Experience designing, supporting, and continuously improving IT asset repositories. Must have prior experience with systems and tools such as ServiceNow, or Tanium for IT asset management/discovery/automation/workflow capabilities. Experience in leading IT staff to adopt ITAM standards. Experience with business process reengineering to achieve performance improvement outcomes. Ability to work as part of a team and lead others. Salary is commensurate with experience.
Senior Enterprise Messaging Engineer – for powerhouse global law firm in Washington, DC. *This is a hybrid role with some in office work. This role teams with professionals who architect, design, build, maintain, and support global enterprise messaging solutions focusing on email and messaging, and archival and retention. This position supports the full system lifecycle of enterprise messaging solutions and participates in requirements gathering sessions, design, development, testing, deployment, support, maintenance, and potentially retirement/replacement. The ideal candidate has a combination of technical expertise and strong customer focus, communication skills, and a desire to prevent/resolve issues by delivering a gold-standard experience.
Duties: Support end-to-end management of enterprise messaging portfolio, including strategic planning through operational support and maintenance. Support delivery of enterprise messaging solutions to maintain alignment with requirements/objectives for internal/external global communications. Support application/configuration of policies/requirements into the Enterprise Messaging solutions, with ongoing maintenance/support. Support maintenance of enterprise messaging technology footprint. Ensure messaging systems are properly configured, highly available, scalable, and secure. Support enterprise messaging team ensuring messaging systems are compliant with regulations/standards. Day-to-day administration of enterprise messaging related systems and operational processes, including user account and lifecycle management across services, mailbox provisioning, archive/retention support, and mail management across devices. Support delivery of enterprise messaging operations and escalation support to function smoothly and economically with primary emphasis on business effectiveness, availability, stability, and reliability. Support response for messaging related issues or outages, partnering with the IT Help Desk as extended, tiered support. Lead development/maintenance of documentation for the messaging systems. Continuous process development support and improvement of enterprise messaging solutions, actively measuring/improving the user experience.
Position Requirements: College degree, ideally in Computer Science, Information Systems, or similar technical area. Technical certification preferred - Microsoft cloud related certifications. Must have at least three years of relevant experience, ideally in a large Law Firm. Demonstrated experience improving the user experience, ideally with a large Law Firm. Experience deploying solutions to non-technical office workers/professionals. Experience with messaging protocols (e.g., SMPTP, POP3, IMAP, MAPI).Experience in the lifecycle management of global, multi-tenant enterprise messaging systems, with strong expertise in the hosted services (e.g., Exchange Online). Experience in the design and architecture of enterprise messaging systems and services, inclusive of archival and document retention capabilities. Experience with cloud ecosystems incorporating, applications and solutions across platforms and devices (e.g., Microsoft 365). Understanding of information systems management, including planning, budgeting, and implementing system integration projects. Understanding of messaging security and compliance requirements. Strong service orientation, with understanding of the importance of developing effective working relationships. Ability to effectively communicate and interact with a wide range of users with different levels of technical expertise. Attention to detail. Must be highly motivated, analytical, organized, and efficient. Strong problem solving, design, coding, and debugging skills. Flexibility for on-call duties for IT emergencies outside of business hours. Salary commensurate with experience.
IT Analyst for top tier law firm in New York city. *This is a hybrid position with some in office work. This role is responsible for consistent front-line, technical end user support services including troubleshooting assistance, problem resolution via telephone, remote desktop connection, and/or visits to user locations. Candidate will take ownership/provide timely resolution of all incident tickets and change orders. This position interacts with other IT groups to problem solve issues, sets up for quality assurance testing of new hardware/software for new users.
Responsibilities: Conducts installs/moves/changes to office layout for PC's, software, printers, phones, and network components. Effectively communicates, providing guidance and technical support for workstations, applications, procedures, and break fix items working with users, remote team members, and peer groups across the organization to complete assigned work. Timely resolution of all incident tickets and change orders. Assists with equipment installations, hardware racking, cable management, and vendor support/oversight. Interacts with the network engineers, enterprise application administrators, office support teams, litigation support, application developers, information security, application support and training, and procurement and inventory tracking to determine the proper remediation for an issue. Set up and quality assurance testing for new hardware and software. Provides exceptional customer service and support to the firm and the firm’s clients.
Position Requirements: At least three years of experience in providing end-user support, ideally in a law firm with knowledge of law firm software and applications. Experience in providing workstation support in a Microsoft environment and implementing, maintaining, and supporting Windows operating systems and MS Office application suites as well as proficiency in Windows operating systems and Microsoft Office Suite and/or related software. Technical experience configuring and supporting workstations, laptops, printers, and related equipment required. Strong project management and problem-solving skills. Self-motivated and able to successfully perform tasks independently with a minimum of supervision. Proven ability to work successfully with all levels staff and lawyers. Ability to work with tight deadlines in a fast-paced environment while exhibiting a strong attention to detail. Exceptional client service, both internal and external. Flexibility to work alternate shifts and overtime as determined by the Manager. Salary is commensurate with experience $70,000 to $85,000. The actual base salary offered will depend on candidate experience/qualifications.