Manager, IT Client Experience

Miller Thomson•Toronto, ON

55d

About The Position

As a recognized national law firm, we support, grow, and impact our communities through our work. We help entrepreneurs, companies, and professionals shape and build the Canadian economy. When you start a career with Miller Thomson, you join a firm that puts its people first. We provide the opportunity to influence the course of your career, community, and workplace with the support and backing of a national organization. While teamwork and collaboration are hallmarks of our culture, we accept and encourage individuality. You can expect a friendly, safe, and supportive environment where your colleagues will rally around to help you succeed. Find the spark that will propel your career to new heights. Apply today to join a firm that is dedicated to you. We are looking for an exceptional people leader to join our IT department as Manager, Client Experience in our Toronto office. This role is not about fixing computers, it is about fixing the experience. The IT professionals at Miller Thomson already possesses strong technical capabilities, what we are seeking is someone who will transform how our Firm’s attorneys, paralegals, and business services members feel every single time they reach out to IT for support. The ideal candidate radiates warmth, empathy, and genuine enthusiasm for helping people. You will set the tone for the entire team, coaching, modelling, and championing a standard of client service that makes every interaction with IT feel positive, respectful, and memorable. If you believe that how you make someone feel is just as important as solving their problem, this role was written for you.

Requirements

A background in customer experience, service management, hospitality, client relations, or a similarly people-focused discipline, formal or otherwise.
5+ years of progressive experience in a client-facing service environment, with at least 2 years in a people management or team leadership role.
Proven experience building, coaching, and motivating service teams to deliver outstanding client experiences at scale.
No specific technical certifications are required, a genuine curiosity about technology and comfort learning alongside your team is what matters.
A naturally warm, positive, and uplifting personality,
Exceptional active listening skills: you hear what people are really saying, not just the words they use.
Outstanding verbal and written communication skills, including the ability to deliver difficult messages with grace and empathy.
High emotional intelligence and self-awareness; you understand your own impact on others and adjust your approach with skill and intention.
A natural coach and mentor who finds deep satisfaction in watching others grow and succeed.
The ability to remain genuinely calm, warm, and composed in high-pressure situations, your steadiness sets the tone for everyone around you.
Demonstrated ability to build trust quickly with diverse stakeholders, including senior professionals and Firm leadership.
A contagious enthusiasm for service excellence.
You take genuine personal pride in how people feel after an interaction with your team, not just whether the issue was resolved.
You believe that empathy is a professional skill, and you invest in developing it in yourself and others every day.
You are accountable, consistent, and visible, your team sees you leading by example, not just directing from the sidelines.
You are humble enough to keep learning and confident enough to set high expectations and hold them.

Nice To Haves

Experience in a professional services environment (law firm, consulting, financial services, or similar) is an asset but is not required.

Responsibilities

Champion a client-first philosophy across every touchpoint, from the first “hello” on a call to the final follow-up confirming a resolved issue.
Set and uphold an unwavering standard of courtesy, patience, and professionalism in all team interactions with the Firm members.
Serve as the go-to escalation point when clients need an empathetic ear and a confident voice reassuring them that their needs matter and will be addressed.
Actively seek feedback from lawyers, paralegals, and business services members to understand their experience and identify opportunities to exceed expectations.
Foster a culture where “good enough” is not acceptable, and where every team member takes genuine pride in how they made someone feel, not just what they fixed.
Lead a team of IT professionals, inspiring them to bring energy, positivity, and genuine care to every client interaction.
Model the exact behaviours you expect, enthusiasm, attentiveness, follow-through, and the ability to remain calm and reassuring under pressure.
Conduct regular one-on-ones focused not only on performance metrics but on each team member’s growth as a communicator and client advocate.
Design and deliver coaching sessions, role-plays, and workshops built around real interactions to continuously raise the team’s client service skills.
Recognize and celebrate team members who exemplify outstanding client experience, reinforcing the behaviours and attitudes you want to see every day.
Identify individuals who need additional support with communication or interpersonal skills and provide thoughtful, constructive coaching to help them grow.
Create a team environment where every member feels valued, heard, and genuinely excited to come to work and serve the firm.
Establish team norms and shared language around what outstanding client service looks and sounds like in a legal environment.
Build psychological safety within the team so members feel comfortable sharing challenges, asking for help, and learning from mistakes.
Take part in recruiting, onboarding, and mentoring new team members with an emphasis on attitude, empathy, and communication potential above all else.
Support succession planning by identifying team members with the passion and aptitude to grow into client experience leadership roles.
Build genuine, trusted relationships with lawyers, partners, paralegals, and business services members across the Firm.
Conduct regular check-ins with key stakeholders to gauge satisfaction and demonstrate that their feedback is heard and acted upon.
Communicate proactively about service disruptions, expected wait times, and issue resolution, always with transparency and care.
Act as a visible, approachable ambassador for IT, helping shift the perception of the help desk from a transactional function to a valued partner in the firm’s day-to-day success.
Track and analyse client satisfaction data, call quality, and feedback themes to identify patterns and drive meaningful improvements.
Develop and refine service scripts, communication templates, and escalation protocols that reflect the warm, professional standard you are building.
Partner with IT leadership to ensure that client experience considerations are embedded in every new service initiative, system rollout, and policy change.
Report regularly to IT leadership on team morale, client satisfaction trends, and the outcomes of coaching and development initiatives.

Benefits

A comprehensive Benefits package that includes Health, Dental and Vision Care, Employee Assistance Program, Life Insurance, Short Term and Long Term Disability Insurance, 3+ Weeks’ Vacation and 10 Personal Days
A Diverse and Inclusive Workplace
Flexible working options
Maternity Leave Top-up
A Firm matching Group Retirement Savings plan
An individual TFSA with low fund management fees and competitive investment options
Employee Assistance Program to support you and your family
A wellness spending account to foster employee well-being
Professional Development opportunities
Employee appreciation events
Charitable giving programs