Nigel King Email & Phone Number

Boston, Ma, Us

Philadelphia, Pa, Us

Serving in a senior technology leadership role, I led a team of 5 direct reports and 50 IT professionals in the delivery of Technology Client Services, which includes Global Service Desk, Site Support Services, Audi-Visual Services, and Technical Training. I manage a multi-million-dollar budget and oversee strategy, process, and technology roadmap development for these functions. I also serve as the advocate for investment and improvement in training and development programs.✓ Led the transformation of the entire customer-facing technology services function, including multiple rapid changes to the AV Services unit to meet the dynamic global business need✓ Significantly reduced the annual operating spend on IT Services Delivery while improving the quality of delivery as measured by CSAT, MTTR, Incident Rates, and Ticket Backlogs✓ Drove initiatives related to Cloud and Mobility enablement, managing global migrations to the Core Data Center as well as to Cloud, Virtual/VDI, SaaS, Virtual Meetings, and Digital Learning Tools

Harrison, Nj, Us

Global, Us

Directing a 5-person management team and 35 resources, I oversaw the Global Technology Services organization supporting all user-facing technologies (Global Service Desk, Desktop Support, AV Services, and Training) for this multi-billion-dollar law firm with 8 international offices. Under my purview were strategy and solution architecture design, stakeholder relations, vendor and contract management, best practice development, technology integration, and process improvement projects related to optimizing IT services and support operations. ✓ Transformed and scaled Global Technology Services’ delivery model, reducing annual operating costs by 30% while improving CSAT 30+ points and cutting average speed of answer (ASA) from ~12 minutes to <30 seconds✓ Met the “Day 1” operational readiness requirements for 7 newly launches offices in California, London, and Hong Kong✓ Drove the adoption and training of ITIL processes, performance quality reviews, and an intensive competency and technical skills gap analysis that led to the development of the formal IT Services Professional Development Program✓ Led a $2M IT infrastructure deployment and New York City office relocation with no business disruption

Global, Us

I was tasked with transforming the delivery of our technical support services during a period of rapid global growth. The firm had grown to expect world-class IT support in the Boston headquarters and wanted to extend that same caliber of service to the newer locations on the US East Coast, West Coast, London, and Hong Kong. My role was to lead a technical team in IT infrastructure management, incident and problem management, budget management, and improving the IT service performance metrics.✓ Reduced annual costs by more than 15% by transforming telephony and audio-conferencing solutions✓ Surpassed rigorous SLAs for user experience, service responsiveness, and resolution times✓ Sourced and managed international vendors in the launch of service desk operations in London and Hong Kong

Global, Us

I started in an Applications Support Manager role and was promoted in 2002 to IT Project Manager. I oversaw all phases of the project lifecycle, working with stakeholders from legal, administration, and technology to gather and analyze requirements, define technical specifications, design solutions, and direct implementation and support.✓ Led a project to automate IT imaging and application deployment processes✓ Stood up a secure remote access capability✓ Coordinated the seamless migration of the iManage Legal Document Management Platform✓ Directed the migration of legacy solutions to modern offerings with all the associated plug-ins and add-ins for effective legal document production and client communications

New York, Ny, Us

Hartford, Connecticut, Us

Master Of Business Administration - Mba

Bachelor Of Science, Accounting