Senior Manager, User Experience

Manning Gross & Massenburg LLP•New York, NY

8d•Onsite

About The Position

MG+M The Law Firm (MG+M) is seeking to add an on-site Senior Manager, User Experience in the New York City market area. MG+M is a nationally renowned litigation law firm concentrating on complex civil matters. The firm's expertise is diverse but focused in the areas of toxic tort, complex product liability, professional practices, local government, general liability, construction and commercial litigation. We approach litigation as a unified team, integrating our efforts with those of our clients to advance their interests wherever they do business. Our goal is always to deliver optimal results at the best possible value. As part of a service-driven IT organization supporting more than 600 users across 17 offices nationwide, including over 250 attorneys, the Sr Manager, User Experience (SMUE) is responsible for leading the delivery of end-user technology services and support. The SMUE oversees service desk operations, desktop support, onboarding/offboarding processes, and user experience initiatives. Reporting to the Office of the CIO, this role provides strategic leadership to IT support teams while maintaining a hands-on approach to service delivery, escalations, and customer satisfaction. The SMUE partners closely with IT leadership, Professional Development, Information Security, business stakeholders, and select vendors to ensure consistent, secure, and efficient technology services across the firm. As AI-enabled technologies become integrated into legal practice, the SMUE also supports adoption and education of approved AI tools while promoting responsible and secure usage. The SMUE will use AI to automate routine administrative tasks, triage IT and operational support tickets, and manage client communications. With the goal of leveraging AI to free up support staff to handle higher-value projects, reduce operational costs, and ensure 24/7 service availability.

Requirements

Demonstrated success leading technical support teams in a fast-paced, service-oriented environment.
Strong people management, coaching, and performance development skills.
Ability to build trusted relationships with partners, firm leadership, and technical teams.
Proven experience managing critical incidents and high-priority stakeholder issues.
Strong organizational, project management, and problem-solving abilities.
ITIL or ITSM certified.
Significant experience supporting Microsoft enterprise technologies, including Microsoft 365, Exchange Online, Teams, SharePoint, and Entra ID (Azure Active Directory).
Experience supporting cloud-based business applications and legal technology platforms.
Strong understanding of IT service delivery, service management systems, and support operations.
Working knowledge of cybersecurity concepts, data protection requirements, and IT compliance standards.
Familiarity with generative AI platforms such as Microsoft 365 Copilot, CoCounsel, Claude, or similar tools.
Experience supporting AI-enabled productivity solutions.
Understanding of AI-related legal and professional considerations, including client confidentiality, attorney-client privilege, work product protection, data governance and retention, and professional responsibility obligations.
Ability to balance innovation with risk management and compliance requirements.
Minimum of 8-10 years of Legal IT support and leadership experience required.
Experience managing technical resources within a multi-tier service delivery model.
Strong communication skills with the ability to explain technical concepts to non-technical audiences.
Experience supporting modern workplace technologies including Windows, Microsoft Office, mobile devices, document management systems, cloud collaboration platforms, and related technologies.
Positive, proactive, customer-focused leadership style.
Ability to work effectively under pressure while managing multiple priorities.
Commitment to continuous learning and staying current with emerging technologies, including AI advancements relevant to legal services.

Nice To Haves

Experience with ITIL-based service management practices preferred.
Bachelor's degree preferred; equivalent experience considered.
Willingness to travel to firm offices for project work, and support after-hours critical incidents when necessary.

Responsibilities

Leads and manage the firm's IT support function, ensuring high-quality and timely service delivery.
Understands ITSM concepts and oversees remote and on-site support resources, service requests, incident management, and escalation processes.
Utilizes AI and ITSM to enhance IT service operations and customer support.
Automates routine tasks and processes, such as incident routing, password resets, and basic user needs.
Fosters strong relationships with attorneys, staff, firm leadership, and IT colleagues.
Partners with Regional Office Managers to maintain service consistency across all offices.
Act as a senior escalation point for complex technical issues and major incidents.
Monitors service performance, incident management, and adherence to service standards and procedures.
Supports accurate asset inventory tracking and management.
Participates in and facilitates IT projects and strategic initiatives as required.
Drives continuous improvement initiatives focused on service quality, responsiveness, and user satisfaction.
Manages support staff performance, coaching, hiring, scheduling, and development.
Reviews operational metrics and analytics to identify trends and opportunities for improvement.
Ensures compliance with firm policies, IT security standards, and ITSM practices.
Supports business continuity and incident response activities during system outages or critical events.
Provides day-to-day support and facilitates adoption of approved AI-enabled tools, including Microsoft 365 Copilot and other firm-approved legal AI solutions.
Facilitates AI-related training and education programs for attorneys and staff.
Serves as an escalation point for AI-related support issues and user guidance, and escalates as required.
Upholds firm policy regarding the safe and ethical use of AI technologies.
Suggests AI powered automation regarding basic service desk tasks.