Systems Administrator - Service Desk at iManage

📍 Job Overview

Job Title: Systems Administrator - Service Desk
Company: iManage
Location: Chicago, Illinois, United States
Job Type: Hybrid (In-office on Tuesday and Thursday)
Category: Server Administration
Date Posted: June 18, 2025
Experience Level: 5-10 years of experience

🚀 Role Summary

Key Responsibilities: Oversee end user specific functions, support IT policies and systems, maintain vendor and user community relationships, and ensure successful IT operation.
Key Technologies: Microsoft Windows, Windows Server, VMWare, M365, Active Directory, Networking Protocols, Security Systems, MacOS, SaaS Management.

💻 Primary Responsibilities

📝 Enhancement Note: The role involves a mix of technical and customer service responsibilities, requiring a strong balance of both skills.

End User Function Oversight: Oversee end user specific functions and evaluate them per established goals.
IT Policy Support: Support IT Policies and systems, and contribute to the implementation of strategies aligned with business objectives.
Technical Equipment Inspection: Inspect the use of technological equipment and software to ensure functionality and efficiency.
Upgrade Identification: Proactively identify the need for upgrades, configurations, or new systems and communicate needs for improvement.
Roadmap Creation: Work with Enterprise IT leadership to create a roadmap to ensure the sustainability of end user systems and applications that meet business goals.
Vendor Relationship Building: Assist in building relationships with vendors and the user community.
Incident and Service Request Management: Utilize the Service Desk ticketing system to prioritize and resolve incidents and service requests accordingly.
Customer Service: Provide excellent customer service skills to create a world-class customer service experience for all users.
Customer Satisfaction Monitoring: Monitor customer satisfaction to ensure services are being delivered to organizational standards.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Computer Science, IT, or a related field is preferred but not required.

Experience: A minimum of 6+ years' experience providing enterprise IT Service Desk troubleshooting and resolution services is required.

Required Skills:

Advanced knowledge of Microsoft Windows Operating System, and Windows Server administration, configuration, and management.
Extensive knowledge of VMWare technologies, including support for multiple site replication.
M365 expertise, including Active Directory, EntraID, and Intune.
MacOS, Windows, and SaaS provisioning and management at an enterprise level.
Knowledge of Networking Protocols and Security Systems, including troubleshooting.
Strong problem-solving and critical thinking skills.
Excellent verbal, written, and interpersonal communication skills.

Preferred Skills:

Strategic experience in the evolution of user experience automation, including onboarding and offboarding, and provisioning of licenses.
Experience working with a global team.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong understanding of Microsoft Windows, Windows Server, and VMWare technologies through relevant projects and case studies.
Showcase your problem-solving skills and ability to manage incidents and service requests through real-world examples.

Technical Documentation:

Provide clear and concise documentation of your technical skills, including any certifications or relevant training.
Highlight your experience with IT policies, procedures, and best practices.

💵 Compensation & Benefits

Salary Range: The overall annual base salary range for this position is $87,000 - $111,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location.

Benefits:

Comprehensive Health, Vision, and Dental Insurance.
Life Insurance.
401k Retirement Savings Plan with a company match up to 4%.
Enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
Flexible time off policy.
Multiple company wellness days each year.
Access to RethinkCare, a global behavioral health platform.

🎯 Team & Company Context

🏢 Company Culture

Industry: iManage operates in the legal and compliance software industry.

Company Size: iManage is a mid-sized company with approximately 400-500 employees.

Founded: iManage was founded in 1990 and is headquartered in Chicago, Illinois, with offices in Bangalore, Belfast, Sunnyvale, and the UK.

Team Structure:

The IT team at iManage consists of multiple departments, including Infrastructure Support, Technical Application Support, and Hardware Support.
The Service Desk team works closely with these departments to provide comprehensive IT support to internal clients.

Development Methodology:

iManage follows Agile methodologies for software development and IT service management.
The company emphasizes collaboration, continuous improvement, and customer-centric approaches.

Company Website: https://www.imanage.com/

📝 Enhancement Note: iManage's culture values collaboration, innovation, and customer focus. The company encourages continuous learning and growth, providing opportunities for professional development and career advancement.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level Systems Administrator position, focusing on end user support and IT policy management.

Reporting Structure: The Systems Administrator - Service Desk reports directly to the Service Desk Manager and works closely with other IT teams and departments.

Technical Impact: The role has a significant impact on iManage's internal IT services, user experience, and overall business operations.

Growth Opportunities:

User Experience Evolution: Contribute to the evolution of iManage's user experience by improving IT services, policies, and processes.
Technical Leadership: Develop technical leadership skills by mentoring team members, driving best practices, and contributing to architecture decisions.
Global Team Collaboration: Gain experience working with a global team, fostering cross-cultural collaboration and communication.

📝 Enhancement Note: iManage offers opportunities for career progression, including promotions to senior roles within the IT department and other areas of the organization.

🌐 Work Environment

Office Type: iManage's Chicago office is a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.

Office Location: The Chicago office is located in the heart of the city, with easy access to public transportation and nearby amenities.

Workspace Context:

The IT team at iManage works in a collaborative environment, with a focus on knowledge sharing and continuous learning.
The team uses various tools and technologies to manage IT services, including ticketing systems, monitoring tools, and remote access solutions.

Work Schedule: The hybrid work arrangement requires in-office presence on Tuesday and Thursday, with flexible working hours on other days.

📝 Enhancement Note: iManage's work environment encourages a healthy work-life balance, with flexible working hours and remote work options.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to assess communication skills and cultural fit.
Technical Assessment: A hands-on assessment of technical skills, focusing on problem-solving, critical thinking, and customer service abilities.
On-site Interview: A face-to-face interview with the Service Desk Manager and other team members to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips:

Highlight relevant projects that demonstrate your experience with Microsoft Windows, Windows Server, VMWare, and IT policy management.
Showcase your problem-solving skills and ability to manage incidents and service requests through real-world examples.

Technical Challenge Preparation:

Brush up on your knowledge of Microsoft Windows, Windows Server, VMWare, and M365 technologies.
Practice problem-solving and critical thinking exercises to prepare for the technical assessment.

ATS Keywords: Windows Server, VMWare, M365, Active Directory, Networking Protocols, Security Systems, MacOS, SaaS Management, Problem Solving, Critical Thinking, Customer Service, Technical Communication, Team Collaboration.

📝 Enhancement Note: iManage's interview process focuses on assessing technical skills, problem-solving abilities, and cultural fit. The company values candidates who can think creatively, work effectively in a fast-paced environment, and communicate technical information effectively.

🛠 Technology Stack & Web Infrastructure

Operating Systems: Microsoft Windows, Windows Server.

Virtualization: VMWare.

Cloud Platforms: Microsoft Azure, Amazon Web Services (AWS).

Networking: Cisco, Fortinet, Palo Alto Networks.

Security: McAfee, Symantec, CrowdStrike.

Monitoring Tools: SolarWinds, Datadog, New Relic.

Ticketing Systems: ServiceNow, JIRA Service Desk.

Collaboration Tools: Microsoft Teams, Slack, Google Workspace.

📝 Enhancement Note: iManage's technology stack includes a mix of Microsoft, VMWare, and other industry-standard technologies. The company uses a combination of on-premises and cloud-based solutions to manage its IT infrastructure.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Prioritize customer needs and strive to exceed expectations in every interaction.
Collaboration: Work together to achieve common goals and support each other's success.
Innovation: Embrace change, continuously learn, and drive progress through creative problem-solving.
Integrity: Act with honesty, transparency, and accountability in all aspects of work.
Excellence: Pursue high standards, continuous improvement, and a commitment to quality in all endeavors.

Collaboration Style:

Cross-functional Integration: Work closely with other teams, including sales, marketing, and product development, to ensure alignment with business objectives and user needs.
Code Review Culture: Encourage peer-to-peer code reviews and knowledge sharing to maintain high-quality standards and promote learning.
Mentoring and Knowledge Sharing: Foster a culture of mentoring and knowledge sharing to support the growth and development of team members.

📝 Enhancement Note: iManage's team culture values collaboration, innovation, and customer focus. The company encourages continuous learning, growth, and high-quality standards in all aspects of work.

⚡ Challenges & Growth Opportunities

Technical Challenges:

User Experience Enhancement: Identify and address user experience pain points to improve IT services and policies.
IT Infrastructure Optimization: Optimize IT infrastructure to ensure scalability, performance, and security.
Emerging Technologies: Stay up-to-date with emerging technologies and evaluate their potential impact on iManage's IT services and user experience.

Learning & Development Opportunities:

Technical Skill Development: Enhance your technical skills through training, certifications, and hands-on experience.
Leadership Development: Develop your leadership skills through mentoring, coaching, and participation in company-wide initiatives.
Industry Networking: Connect with industry professionals, attend conferences, and join relevant online communities to expand your network and gain insights into emerging trends.

📝 Enhancement Note: iManage offers opportunities for technical and professional growth, encouraging employees to develop new skills, take on challenging projects, and advance their careers within the organization.

💡 Interview Preparation

Technical Questions:

Windows Server Administration: Describe a complex Windows Server administration task you've handled and the steps you took to resolve it.
VMWare Troubleshooting: Explain a VMWare-related issue you've encountered and how you diagnosed and resolved it.
M365 Administration: Walk through the process of adding a new user to the M365 environment, including license assignment and permissions management.
Networking Protocols: Describe a networking protocol-related issue you've faced and how you diagnosed and resolved it.

Company & Culture Questions:

iManage Culture: How do you see yourself fitting into iManage's collaborative and innovative culture?
Customer Focus: Describe a time when you went above and beyond to resolve a customer issue or improve their experience.
Problem Solving: Walk through a challenging problem you faced and how you approached it, including any lessons learned.

Portfolio Presentation Strategy:

Project Selection: Choose projects that demonstrate your experience with Microsoft Windows, Windows Server, VMWare, and IT policy management.
Storytelling: Use real-world examples to illustrate your problem-solving skills and ability to manage incidents and service requests.
Technical Deep Dive: Prepare to discuss technical details and architecture decisions related to your projects.

📌 Application Steps

To apply for this Systems Administrator - Service Desk position at iManage:

Customize Your Resume: Tailor your resume to highlight your relevant experience with Microsoft Windows, Windows Server, VMWare, and IT policy management.
Prepare Your Portfolio: Select projects that demonstrate your technical skills, problem-solving abilities, and customer service experience.
Research iManage: Learn about iManage's products, services, and company culture to show your enthusiasm and preparation for the role.
Prepare for Interviews: Practice common interview questions and brush up on your technical skills, focusing on Microsoft Windows, Windows Server, VMWare, and M365 technologies.
Apply: Submit your application through the iManage careers portal and wait for a response from the hiring team.

📝 Enhancement Note: iManage's application process is designed to assess technical skills, problem-solving abilities, and cultural fit. The company values candidates who can think creatively, work effectively in a fast-paced environment, and communicate technical information effectively.

Systems Administrator - Service Desk