Senior Manager Application Support

Wilson Elser - Business & Legal Professionals•New York, NY

9d•$175,000 - $200,000•Onsite

About The Position

The Senior Manager of Application Support is the right hand and strategic operational partner to the Director of IT Service Management & Governance, to whom this role reports directly. In a legal-industry environment, the role leads the people, processes, and operational practices that support critical practice-of-law software products and related legal technology, including Intapp, iManage, Box, Litera Create, Logikcull/Reveal, Microsoft 365, document automation, and workflow platforms. The role ensures reliable, secure, and user-focused application services across the full lifecycle of legal operations, including service delivery, incident and problem management, upgrades, integrations, adoption, and continuous improvement. The role models servant leadership and contributes to a collaborative, transformative, and innovative IT department.

Requirements

Experience supporting or managing critical practice-of-law platforms, including iManage, Intapp, Box, Litera Create, Logikcull/Reveal, Microsoft 365, document automation, workflow platforms, and related legal technology.
Background managing hybrid, cloud-based, and legacy/on-premises enterprise systems.
Familiarity deploying and supporting document automation and low-code workflow platforms, integrations, and process improvements.
Proficient in legal-industry best practices and non-invasive data governance frameworks.
Detail-oriented with strong organizational and communication skills; able to manage multiple workstreams and stakeholder groups simultaneously.
Demonstrated servant-leadership mindset; collaborative, adaptable, and comfortable leading through ambiguity and change in a transformative and innovative environment.
Bachelor’s Degree in IT, Computer Science, or a related field, or equivalent work experience, required.

Nice To Haves

iManage, ISO 27001, CEDs, and other relevant certifications are a plus.

Responsibilities

Lead daily application support and incident management for critical practice-of-law software products, including Intapp, iManage, Box, Litera Create, Logikcull/Reveal, Microsoft 365, document automation, workflow platforms, and related legal technology; track service availability, performance, and user-impact metrics.
Manage, coach, and develop supervisors, technical support analysts, and system administrators through a servant-leadership approach that builds accountability, capability, and trust.
Coordinate with software vendors and internal stakeholders on major fixes, releases, integrations, system patches, and contract management for supported applications.
Monitor system usage, adoption, and service metrics; identify friction points and recommend process, workflow, and user-experience improvements.
Partner with Security and Risk teams to maintain compliance and support data privacy and information security requirements.
Partner with the DevOps, Data Services, and Infrastructure teams to support a cloud-first strategy, integrations, resilience, and system continuity.
Partner with senior leadership to ensure seamless onboarding, integration, and technology readiness for lateral hires.
Advise and support IT leadership on ISO 27001 certification and information security best practices.
Champion and train the IT organization in ITIL/ITSM best practices for change, incident, problem, and service-request management, promoting a consistent and collaborative approach to service delivery.