User Experience Manager

Title: Manager, User Experience

Rate: Up to $190,000 depending on experience

Schedule: Primarily on-site M-F

Overview:

The Manager, User Experience will have the primary responsibility of overseeing all IS local support staff in the Los Angeles office and any other assigned offices, ensuring the effective and efficient delivery of IS services. The Manager will actively participate in maintaining and improving the user experience for all customers within the assigned firm offices. This role requires a combination of strategic oversight, technical expertise, and strong leadership skills.

This position reports to the Director of User Experience.

Responsibilities:

• Provide strategic leadership and direction to the IS local support team, ensuring alignment with organizational goals and objectives.
• Oversee the effective and timely delivery of IS services across all assigned offices.
• Foster positive relationships with all customer constituencies and team members, ensuring effective communication and collaboration.
• Ensure the operational availability and maintenance of all computer-related equipment, including PCs, printers, laptops, smartphones, data communication equipment, audio-visual systems, and, when directed by IS Operations, servers and network infrastructure.
• Take ownership of all issues reported within the assigned offices, ensuring customer communications and follow-up are handled promptly and efficiently by the local support supervisors.
• Act as a third-level technical resource, providing guidance and support to resolve complex customer problems effectively.
• Coordinate the escalation and resolution of technology problems, ensuring timely and effective solutions.
• Ensure all local teams maintain accurate and timely records of technology equipment inventory in the Asset Management System.
• Serve as an active team member on IS projects, providing leadership and technical expertise as needed.
• Oversee the use of the call tracking program, such as Footprints, ensuring all issues are logged/tracked accurately and timely, and that teams remain compliant with this process.
• Ensure team compliance with firm-wide policies, standards, operational guidelines, and administrative procedures relating to the IS function.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 5-7 years of experience in IT support and service delivery, preferably in a law firm or professional services environment.
• Proven experience leading and managing a technical support team.
• Strong technical expertise and the ability to act as a senior technical resource in troubleshooting and problem resolution.
• Excellent communication and interpersonal skills with a strong customer service orientation.
• Experience with asset management, inventory tracking, and call tracking systems (such as Footprints or equivalent).
• Strong organizational skills with the ability to manage multiple priorities effectively.
• Knowledge of IT policies, compliance standards, and operational procedures.