Director of End User Experience

Please note that Jackson Walker is not currently accepting search firm submissions in connection with this opening.

FLSA Status: Exempt

Department: IT

Reports To: Chief Information Officer

Jackson Walker, Texas’ largest law firm, has an exciting full-time employment opportunity for a Director of End User Experience. The Director of End User Experience is responsible for leading and overseeing the Service Desk, Desktop Engineering, Learning & Development, and Endpoint Administrator teams to deliver high-quality IT support services. This role ensures the effective resolution of technical issues, proactive management of IT infrastructure, and alignment with organizational goals. The director drives operational excellence by implementing best practices, monitoring key performance indicators (KPIs), and fostering a culture of continuous improvement.

In addition to supervising daily support operations, the Director of End User Experience collaborates with other IT directors to develop and execute strategies for enhancing IT service delivery, optimizing resources, and ensuring compliance with policies and standards. The position plays a key role in bridging the gap between IT and business units, ensuring user satisfaction and efficient technology utilization across the organization.

The ideal candidate possesses strong leadership, technical expertise, and customer service skills, coupled with a proven track record of managing diverse IT support teams in a fast-paced, dynamic environment.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Specific duties of this position include, but are not limited to:

Management and Leadership Responsibilities

• Team Leadership: Provide leadership, mentoring, and guidance to Service Desk, Learning & Development, Endpoint Administrator, and Desktop Engineering teams.
• Performance Management: Monitor team performance, set goals, and conduct performance evaluations.
• Resource Allocation: Assign tasks and projects effectively, ensuring balanced workloads across teams.
• Training and Development: Identify training needs and facilitate ongoing technical and professional development.
• Recruitment and Onboarding: Participate in hiring and onboarding processes to build a strong, skilled team.
• Strategic Planning: Collaborate on strategic IT initiatives to improve support operations and align with organizational goals.
• Budget Management: Manage budgets related to support operations, including tools, staffing, and equipment procurement.
• Stakeholder Communication: Function as the liaison between IT and stakeholders to understand needs and communicate updates.
• Compliance and Governance: Ensure adherence to IT policies, regulatory requirements, and audit standards.
• Continuous Improvement: Foster a culture of continuous improvement and innovation.

Service Desk Responsibilities

• Incident and Request Management: Ensure timely resolution of incidents and fulfilment of service requests.
• Team Supervision: Lead and manage the Service Desk team ensuring adherence to SLAs and quality standards.
• Knowledge Base Management: Oversee the creation, maintenance, and accessibility of knowledge articles for consistent issue resolution.
• Performance Metrics Monitoring: Track and analyze team performance metrics (e.g., first call resolution, ticket response time) to identify improvement areas.
• Service Level Agreement (SLA) Compliance: Monitor SLA compliance and implement corrective measures when necessary.
• Escalation Management: Serve as the point of escalation for complex or unresolve Service Desk issues.
• Customer Satisfaction: Conduct regular surveys and feedback collection to maintain high customer satisfaction levels.
• Training and Development: Monitors the training of Service Desk staff on processes, tools, and customer service best practices.
• Incident Trend Analysis: Identify recurring issues and collaborate with other teams to implement preventive measures.
• ITIL Process Implementation: Implement and enhance ITIL practices such as Incident, Problem, and Change Management.

Desktop Engineering Responsibilities

• Hardware and Software Support: Oversee installation, configuration, maintenance, and troubleshooting of hardware, software, and peripherals.
• Asset Management: Ensure accurate tracking and maintenance of IT assets and inventories.
• Patch and Update Deployment: Manage the timely rollout of OS and application updates and security patches.
• Endpoint Security Management: Ensure endpoint devices are secure and comply with organizational policies.
• Imaging and Deployment: Supervise the creation and deployment of standardized desktop/laptop images.
• Technical Documentation: Maintain documentation for processes, configurations, and troubleshooting steps.
• Collaboration with Vendors: Work with vendors for warranty claims, hardware purchases, and other technical support needs.
• Site-Specific Support: Provide specialized desktop support for office locations, ensuring minimal downtime.
• Technical Escalation Handling: Serve as the final escalation point for complex technical issues requiring on-site attention.
• Desktop Project Management: Lead projects such as office relocations, hardware upgrades, and technology rollouts.

Learning and Development Responsibilities

• Develop and Deliver Technology Training: Oversee training of staff on legal technology and cybersecurity best practices.
• Support Digital Transformation: Drive adoption of new legal technologies, automation tools, and AI-driven solutions.
• Manage Learning Systems: Oversee the Firm’s LMS, create on-demand training, and track learning progress.
• Ensure Compliance and Security: Provide training on data privacy, cybersecurity, and regulatory compliance.
• Evaluate and Improve Training: Assess skills gaps, collect feedback, and optimize programs to align with Firm goals.

QUALIFICATIONS:

• Familiarity with the use of personal computer and business software preferred.
• Strong written and verbal communication skills.
• Strong management and organizational skills.
• Problem solving and analytical skills.
• Ability to manage stressful situations in a calm, courteous, and efficient manner.
• Interpersonal skills necessary to communicate and follow instructions effectively from a diverse group of clients, attorneys, and staff to provide information with courtesy and tact.

Education:

• Bachelor’s degree required.

Required Experience:

• Significant experience in a customer service-oriented environment.
• Experience supervising non-exempt staff.
• Experience with Enterprise Incident tracking systems and administration.

Working Conditions:

• Normal office environment with little exposure to excessive noise and temperature.
• Some travel is expected for this position – travel to other JW offices and/or remote training facilities will be necessary.
• Will occasionally be required to work more than 40 hours a week.
• Must carry a Firm-provided mobile communications device and be available after normal working hours.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.