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About the Role

The Senior Manager of Application Support partners with the Director of IT Service Management & Governance to lead the operational practices supporting critical practice-of-law software products and legal technology. This role ensures reliable, secure, and user-focused application services across the full lifecycle of legal operations, including service delivery, incident and problem management, upgrades, integrations, adoption, and continuous improvement.

Responsibilities

Lead daily application support and incident management for critical practice-of-law software products, including Intapp, iManage, Box, Litera Create, Logikcull/Reveal, Microsoft 365, document automation, workflow platforms, and related legal technology; track service availability, performance, and user-impact metrics.
Manage, coach, and develop supervisors, technical support analysts, and system administrators through a servant-leadership approach that builds accountability, capability, and trust.
Coordinate with software vendors and internal stakeholders on major fixes, releases, integrations, system patches, and contract management for supported applications.
Monitor system usage, adoption, and service metrics; identify friction points and recommend process, workflow, and user-experience improvements.
Partner with Security and Risk teams to maintain compliance and support data privacy and information security requirements.
Partner with the DevOps, Data Services, and Infrastructure teams to support a cloud-first strategy, integrations, resilience, and system continuity.
Partner with senior leadership to ensure seamless onboarding, integration, and technology readiness for lateral hires.
Advise and support IT leadership on ISO 27001 certification and information security best practices.
Champion and train the IT organization in ITIL/ITSM best practices for change, incident, problem, and service-request management, promoting a consistent and collaborative approach to service delivery.

Requirements

Experience supporting or managing critical practice-of-law platforms, including iManage, Intapp, Box, Litera Create, Logikcull/Reveal, Microsoft 365, document automation, workflow platforms, and related legal technology.
Background managing hybrid, cloud-based, and legacy/on-premises enterprise systems.
Familiarity deploying and supporting document automation and low-code workflow platforms, integrations, and process improvements.
Proficient in legal-industry best practices and non-invasive data governance frameworks.
Detail-oriented with strong organizational and communication skills; able to manage multiple workstreams and stakeholder groups simultaneously.
Demonstrated servant-leadership mindset; collaborative, adaptable, and comfortable leading through ambiguity and change in a transformative and innovative environment.

Skills

Intapp
iManage
Box
Litera Create
Logikcull/Reveal
Microsoft 365
Document automation
Workflow platforms
Legal technology
ITIL/ITSM
ISO 27001
CEDs

Location

Nationwide

Work Type

Full-time

Experience Level

Senior Manager

Education Level

Bachelor’s Degree in IT, Computer Science, or a related field, or equivalent work experience

Salary/Compensations

$175,000—$200,000 USD

Benefits

401(k) retirement savings plan
Medical insurance
Dental insurance
Vision insurance
Disability insurance
Life insurance
401k match
Generous PTO plan
Access to corporate discount plans

About the Company

At Wilson Elser, we are redefining what it means to work at a national law firm. With more than 1,400 attorneys across 46 offices nationwide, we are recognized among the top 100 law firms by The American Lawyer and ranked #30 in the National Law Journal’s survey of the nation’s largest law firms.
Our continued success is built on a culture of collaboration, innovation, client service, and mutual respect. We are committed to fostering an environment where employees are empowered to grow their careers, contribute meaningfully, and thrive professionally.

Equal Opportunity

Wilson Elser is committed to a collegial work environment in which all individuals are treated with respect and dignity. It is the Firm's policy that employment will be based on merit, qualifications, and competence. Further, employment decisions will be made without regard to an applicants race, color, age, sex, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation or preference, gender identity, physical or mental disability, status as a victim of domestic violence, sex offenses, or stalking, past or present service in the uniformed services or application or obligation to serve in the uniformed services, or any other characteristic protected by law.
Wilson Elser endeavors to make the Wilson Elser website accessible to any and all users. You may review our Accessibility Policy here.
California Residents may review our CCPA notice for applicants and employees here.