Law Firm IT Technical Support Best Practices

This is Part I of a two part White Paper on how Schulte Roth & Zabel LLP, a top 100 law firm, built a virtuous cycle for IT technical support. The internal IT Help Desk at SRZ has consistently won awards year after year. From 2006 through 2010, SRZ was ranked the #1 Law Firm Help Desk in New York City.

In summary, there is no one single insight or differentiator that can explain their extraordinary success. There are many important leadership practices that contribute to success: hiring and developing/mentoring outstanding people, "enlightened" management practices, deploying excellent technology, and fostering a healthy and fun "esprit de corps" in the IT department. You could say that their "secret" is a firm-culture and senior leadership that supports an environment of respect, trust, individuality, out-of-box thinking and an ethos of exceptional customer service.