The User Support Manager leads the Firm’s IT user support function, with a strong emphasis on coaching, team development, and service excellence. This role is responsible for building and managing a high-performing, people-centered support team that prioritizes customer experience, consistency, and continuous improvement. The position ensures the delivery of professional, responsive, and efficient support services across all offices and, reporting directly to the Director of IT, works in close partnership to drive process improvements, support team growth, and foster a culture of accountability, collaboration, and high-quality service delivery.

Essential Duties and Responsibilities

Leadership, Stakeholder Management, and Problem Prevention:

• Serve as the primary liaison between the user community, IT teams, and Firm leadership regarding support services.
• Anticipate potential service issues and proactively address risks before they escalate into problems.
• Maintain strong relationships with attorneys, professional staff, and IT teams to ensure alignment and prevent misunderstandings.
• Demonstrate sound judgment and high emotional intelligence when managing sensitive situations and competing priorities.
• Coordinate across IT functions to resolve issues impacting users and ensure alignment on service priorities.

Service Quality and Escalation Ownership:

• Ensure support services consistently meet the expectations of attorneys and staff in a high-demand environment.
• Own the user experience during incidents and service disruptions, ensuring issues are driven to resolution with clear communication and follow-through.
• Lead the management of escalations and high-impact user issues.
• Track and report support KPIs, including ticket volume, user satisfaction, and backlog trends.
• Implement structured feedback and reporting mechanisms to measure service quality, user satisfaction, and continuous improvement opportunities.

Operational Effectiveness:

• Oversee daily Help Desk and end-user support operations across all Firm locations.
• Ensure appropriate staffing and coverage during business hours, after hours, and critical periods.
• Define, implement, and maintain structured support processes and procedures.
• Identify opportunities to improve operational efficiency and service quality.
• Provide regular status updates to IT leadership regarding support operations.

Personnel Management and Leadership:

• Lead the hiring process for Help Desk staff, including candidate screening, interviews, and selection recommendations, subject to approval from the Director of IT and Firm administrative staff.
• Provide thoughtful coaching and guidance to support staff, strengthening team capabilities, confidence, and performance.
• Foster a culture of accountability, professionalism, collaboration, and customer service.

Knowledge Management and Continuous Improvement:

• Ensure documentation of solutions, procedures, and support guidance.
• Maintain a structured knowledge base to promote consistency and reduce recurring issues.

Travel:

• Limited inter-office travel may be required to support any of the Firm’s offices.