IT Manager User Experience

The IT Manager – User Experience will be responsible for the planning and direction of technology training and user experience activities. This person will lead the training/user experience team to actively engage the user community to solicit feedback on IT experiences, help determine technology solutions to address business needs, communicate and promote IT initiatives and conduct just-in-time training as needed.  Additionally, this person will help establish pilot groups for new technology and track changes introduced to the environment.  They will ensure effective training solutions are implemented and maintained to support IT initiatives and training needs.  This position works closely with other IT teams to address customer issues and requests, and advocates on behalf of the user.

 

This position will report to the Director of IT Operations.

 

Responsibilities:

 

 Provide leadership and direction to training/user experience staff to develop and grow a highly collaborative team.

 

Ensure department goals are linked to short and long term performance goals, and communicate these goals to employees.

 

Work to understand how satisfied users are with deployed technology and help design enhancements to improve the experience.

 

Establish a digital training program to supplant legacy training methods to deliver efficient and effective instruction.

 

Maintain a client-services approach to training through personal interaction, consultation, regular communication and ongoing training sessions.

 

Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization.

 

Develop and maintain strong collaborative relationships within IT and the user community, including sections, practice areas and departments, to understand long-term business strategies as it pertains to technology enablement.

 

Communicate to senior management on status, issues, budgets and service problems. 

 

Anticipate, interpret and resolve complex business, IT and organizational issues, and ensure coordination across departments or teams. 

 

Help define, implement, communicate and drive compliance with processes and standards. 

 

Assist with the planning and implementation of large-scale, office-wide projects. Accountable for the timely and cost-effective delivery of these projects. 

 

Participate in the research, analysis, selection and implementation of new tools, technologies and/or services. 

 

Keep current on the latest adult learning theory, instructional design, presentation skills and training technology and tools.

 

Develop, gather and measure relevant productivity metrics, and communicate these metrics to senior management on a regular basis. Use the baseline metrics to drive improvement in the organization, applications or processes.

 

Prepare communications and develop marketing campaigns to promote learning.

 

Assume additional responsibilities as requested.

 

This role requires 60% in office presence; remote work is permissible 40% of the time.

 

Qualifications:

  

 Bachelor’s degree required. 

 

5+ years of IT management training/user experience, preferably within the legal industry.

 

Experience managing in a multi-office environment. 

 

Strong team building and talent management skills, and the ability to motivate and hold team members accountable to achieve goals. 

 

Ability to manage multiple projects, priorities and/or teams across multiple functions.  

 

Facility analyzing, working with and presenting data.

 

Ability to collaborate and gain the respect, trust, and confidence of the Firm’s attorneys and professional staff.

 

Possess a “hands-on” tactical approach.

 

Creative and proactive approach to problem solving.

 

 

Facilitate teamwork and identify opportunities to develop new processes/infrastructure.

 

Demonstrated ability to grasp and implement new concepts quickly.

 

Must be a strategic thinker, and have strong influencing and communication skills.  

 

Strong analytical abilities, resourcefulness, and attention to detail.

 

Proven track record of delivering on commitments.  

 

Strong negotiation skills and a strong orientation towards customer service.  

 

Requires project management skills, budget/financial acumen, and strong business background.  

 

Must be process oriented and be able to implement new processes and standards. 

 

Must have exceptional hardware and software problem-solving and analytical abilities. 

 

Outstanding sense of customer service, with demonstrated ability to instill this in others.

 

Demonstrated proficiency with Windows technologies with a deep understanding of the surrounding IT areas and functions.

 

Deep personal commitment to integrity, excellent judgment, and the highest standards of ethics.

 

Must display the highest level of diplomacy, tact and discretion, with comfort in handling and maintaining confidential information.

 

Excellent computer skills, including proficiency in using Microsoft Word, Outlook, Excel and PowerPoint. 

 

Ability to quickly get up to speed and master new applications and software is critical.

 

Experience with rollouts, migrations and upgrades are needed.  

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