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.
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.
Bachelor’s degree required.
Minimum 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.
Must be a strategic thinker, and have strong influencing and communication skills.
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.
Demonstrated proficiency with Windows technologies with a deep understanding of the surrounding IT areas and functions.
Experience with rollouts, migrations and upgrades are needed.
This job description is a general description of the types of responsibilities that are required of an individual in this job. It is not intended to be a complete list of the responsibilities, duties and skills that may be required for this job.
Mintz, Levin, Cohn, Ferris, Glovsky and Popeo, P.C. is a general practice, full service Am Law 100 law firm employing approximately 500 attorneys serving clients worldwide. We are headquartered at One Financial Center in Boston’s Financial District and have additional US offices in Los Angeles, New York City, San Diego, San Francisco, and Washington, DC, as well as an office in London and a strong international practice.
Mintz was founded in 1933 by Haskell Cohn and Benjamin Levin. The firm’s Managing Member is Robert I. Bodian. Our collaborative attorneys work within four core practice areas — Transactional, Intellectual Property, Litigation & Investigations, and Regulatory & Advisory – and combine legal, business, and industry insight to provide exceptional legal strategies for clients in a variety of industries.