What are the responsibilities and job description for the Director of End User Experience Job at Jackson Walker in Dallas position at Jackson Walker?
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Director of End User Experience
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
Desktop Engineering Responsibilities
Learning and Development Responsibilities
QUALIFICATIONS :
Education :
Required Experience :
Working Conditions :
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.
