End User Experience Manager - Milbank LLP

The End-User Experience Manager’s (EUEM) role is a leadership position which is responsible for recommending, installing, testing, and supporting the Milbank PC desktop/laptop and mobile experience.  The EUEM is also equally responsible for attorney and end-user support, the EUEM is the third level of support and supervises the Practice Support Specialist (second level support), and ultimately handles all escalations from the PSS and tier 1 help desk as well as interfaces with vendors and systems support as needed.

• Evaluate applications to ensure they meet business requirements, fulfill end-user requirements, and identify and resolve systems issues.
• SOP review, creation, and recommendations. Key driver of process improvement to strengthen the End User Experience and build improved IT workflows.
• Review metrics and identify key trends affecting the End User Experience and where we can improve.
• Review current SLAs and ensure they are in line with our service delivery. Make recommendations and changes to SLAs with co-engagement from the Regional End User Experience Manager.
• Responsible for the onboarding/offboarding processes of the office, especially for Partners to ensure all tasks are handled appropriately.
• Research and make recommendations on software products and services in support of varying practice group efforts and ensure applications are at proper software levels (e.g. fixes, security patches, 3rd party software enhancements).
• Work with packaging team to test and ensure application interoperability for desktop and mobile.
• Contribute to pre-testing phase of development by evaluating proposals to identify potential problem areas and make the appropriate recommendations.
• Negotiate features, fixes and terms with software and service providers.
• Work with the Training Department to ensure proper online training is developed.
• Collaborate with other teams in the local office and assist as needed.
• Cultivate and disseminate knowledge of application-usage best practices.
• Support the PSS and take a hands-on approach with the end-users to resolve any issues. Provide white glove support for VIPs when needed.
• Ownership of AV support for the office.
• Attend regular meetings with other EUEMs to collaborate on desktop development and support issues. Identifying and resolving any systemic software or support issues.
• Liaise with network administrators and software engineers to assist with quality assurance, program logic, and date processing.
• Manage the day-to-day activities of the PSS’s and backfill and support as needed.
• Ensure all issues are logged in ticketing system and identify systemic issues, resolving at the EUEM level or escalating to the RUEM
• Participate in monthly 2^nd level on call rotation.
• Hybrid in office flexibility.
• Other responsibilites as may be assigned from time to time.

• 5 years direct experience managing applications and/or systems management in a law firm environment.
• Proven experience in overseeing the direction, and implementation of software solutions.
• Strong knowledge of system and software quality assurance best practices and methodologies.
• Extensive experience with core Legal software applications, including Microsoft Office.
• Working knowledge of network and PC operating systems, including Windows 10 and VM.
• Good project management skills and/or substantial exposure to project-based work structures.
• Strong customer-service orientation.
• Ability to communicate ideas in both technical and user-friendly language.
• Highly self-motivated and directed.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Education

• Four-year college diploma or university degree in computer systems design or computer science, or 5 years equivalent work experience.
• At least 5 years of experience in a Law Firm environment.

Salary Range:  $140,000 to $165,000/year

This job description sets forth the authorities and responsibilities of this position and may be changed from time to time as shall be determined.

Milbank is an Equal Opportunity/Affirmative Action Employer, which includes providing equal opportunity for protected veterans and individuals with disabilities. We value diversity and are firmly committed to a policy of non-discrimination, on the basis of actual or perceived age, race, color, religion, disability, marital status, pregnancy, national origin and citizenship, gender, gender identity and expression, sexual orientation, veteran status, creed, genetic predisposition, carrier status or any other classification protected by law.  Our policy of equal opportunity applies to recruiting, hiring, placement, training, compensation, and all other terms of employment.