Senior IT User Experience Manager

October 28, 2021

The Senior IT User Experience Manager (“Manager”) oversees the daily operation of the IT User Experience team, which includes IT Support Services, AV & Presentation and IT Training. The Manager is responsible for ensuring that the experience of IT’s internal and external clients is positive and continually improving. In this role, the Manager is accountable for hardware and software support, including, but not limited to the Microsoft Office Suite; Document Management; Specialty department applications; desktop and laptop computers; mobile devices - including the loaner pool of laptops; MiFi’s; printer management; and other specialty peripherals. The Manager will ensure the firm’s intranet content, user and system documentation, new user setup and training, departed user processes are continuously reviewed and maintained. Incumbent will contribute to the maintenance, testing and execution of disaster recovery plans. The Manager is a member of the IT management team.



Responsibilities

  • Lead the Service Delivery Excellence initiative.
  • Ensure that the User Experience is continually being improved and exceeding expectations.
  • Manage the Support Services, AV & Presentation, and IT Training professionals including selection, recruitment, training, coaching, development, performance management, termination and team building.
  • Manage schedules to ensure appropriate coverage at all times, including after hours, holidays and in weather or other emergency situations.
  • Ensure adherence to standard operating procedures are for all of the User Experience groups and work with IT management team to continually monitor and revise as needed.
  • Coordinate with peers (other IT teams) to develop and maintain operational documentation including IT Department content on the Intranet site (FoleyNet). This includes editing, drafting and formatting procedures and know-how documentation for use internally in IT and, for our users.
  • Direct or lead Project Management of significant IT Departmental projects and initiatives, as assigned.
  • Ensure adequate user support for the complex features and levels of firm provided software including but not limited to Word, Excel, PowerPoint, Outlook, iManage, Adobe Acrobat, Nuance and all remote access programs.
  • Accountable to ensure resolution of issues and conflicts raised by users in a timely manner.
  • Monitor tickets and ensure open matters are addressed in a timely manner and fully resolved.
  • Analyze tickets and identify systemic issues that require a foundational or long-term resolution; propose options to IT Director and work to put in place necessary “fixes.”
  • Research problems on Microsoft TechNet and other resources to develop workarounds and provide solid, well-thought-out solutions.
  • Develop metrics designed to both measure both user satisfaction and, success of IT programs, team and individual professionals; analyze and regularly report findings and recommendations based results.
  • Provide weekly reports to the IT Director outlining the status of projects and resolutions to problems.
  • Ensure specialty applications for different departments are supported and maintained.
  • Other duties and responsibilities as assigned.

Requirements

  • 5+ years’ experience managing people.
  • 10+ years’ experience within a law firm or professional services firm in a user support role.
  • Bachelor’s Degree in Information Technology or related discipline.
  • In-depth knowledge of each supported program, including but not limited to, iManage Work 10; MS Office Suite 2016; InterAction; Aderant Financial Systems, and Internet Explorer.
  • Hands-on experience and passion for driving continuous change to ensure world class user experience in a professional services or law firm environment.
  • Hands-on experience as the project manager for complex IT and multi-disciplinary projects.
  • Demonstrated ability to effectively train, develop and coach IT professionals and users.
  • Demonstrated ability to drive world class client service.
  • Demonstrated ability to influence through persuasion to identify business solutions and resolve interpersonal conflicts.
  • Demonstrated ability to motivate and lead others.
  • Demonstrated ability to work effectively at all levels and across all teams.

Other

  • Flexibility to work outside standard business hours as needed including early morning, nights, weekends and holidays.
  • Flexibility to travel to other office locations as needed (moderate).
  • Ability to lift and carry up to 15lbs.
  • Ability to stretch and bend.

How to Apply

Please click here to apply now.

At Foley Hoag, we welcome, develop, and celebrate talented and diverse individuals in an innovative, mutually respectful, and intellectually rigorous community, and bring unique perspectives to collaborative teams that deliver exceptional advice and craft bespoke legal solutions for our clients and our world. Foley Hoag LLP is an equal opportunity employer. This means that Foley Hoag LLP considers applicants for employment, and makes employment decisions without unlawful regard to sex, race, color, religion, citizenship, national origin, ancestry, sexual orientation, gender identity, age, marital or domestic partner/civil union status, military service, or veteran status, disability, and any other characteristic covered by applicable federal, state or local nondiscrimination laws. We value each person for their talents, expertise, experience, and perspective.