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About the Role

MG+M The Law Firm is seeking a Senior Manager, User Experience to lead the delivery of end-user technology services and support across its national offices. This role oversees service desk operations, desktop support, onboarding/offboarding, and user experience initiatives, with a focus on leveraging AI to enhance service delivery and efficiency.

Responsibilities

• Leads and manages the firm's IT support function, ensuring high-quality and timely service delivery.
• 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, automating routine tasks.
• Fosters strong relationships with attorneys, staff, firm leadership, and IT colleagues.
• Partners with Regional Office Managers to maintain service consistency across all offices.
• Acts 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.
• 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.
• Facilitates AI-related training and education programs for attorneys and staff.
• Serves as an escalation point for AI-related support issues and user guidance.
• Upholds firm policy regarding the safe and ethical use of AI technologies.
• Suggests AI powered automation regarding basic service desk tasks.

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.
• 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.
• 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.
• Willingness to travel to firm offices for project work, and support after-hours critical incidents when necessary.
• Commitment to continuous learning and staying current with emerging technologies, including AI advancements relevant to legal services.

Skills

• ITSM concepts
• AI
• Microsoft 365 Copilot
• ITIL
• Microsoft 365
• Exchange Online
• Teams
• SharePoint
• Entra ID (Azure Active Directory)
• Cloud-based business applications
• Legal technology platforms
• Cybersecurity concepts
• Data protection
• IT compliance
• Generative AI platforms
• AI-enabled productivity solutions
• Communication skills
• Project management
• Problem-solving
• Customer service

Location

• New York City

Work Type

• On-site
• Full-time

Experience Level

• Senior
• 8-10 years of Legal IT support and leadership experience

Education Level

• Bachelor's degree preferred; equivalent experience considered

Benefits

• Medical
• Dental
• Vision
• Life insurance
• Disability insurance
• 401(k)

About the Company

• 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.

Equal Opportunity

• MG+M will not discriminate in its employment practices due to an applicant’s age, race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.
• We are committed to cultivating an environment that embraces and promotes diversity as a fundamental value.