Director of User Experience

Polsinelli seeks a Director of User Experience in IT to lead the firm’s end-user service delivery strategy and champion the attorney technology experience across all offices. This leader is the visible face of technology to attorneys and firm leadership, an ardent advocate for a seamless modernized experience, and a direct trusted partner to the CIO contributing to overall IT strategy and its alignment to firm goals.

Responsibilities

• You will operate in an environment where priorities evolve quickly and expectations are high
• To excel, you’ll need the agility to adapt, anticipate needs, address challenges proactively, and deliver operational excellence a high degree of autonomy
• The CIO will look to you as an extension of their leadership, driving best-in-class support and managing the relationship with attorneys and firm executives
• Service Delivery Strategy & Governance
  • Own the firmwide end-user service delivery strategy, aligned to CIO vision and business priorities
  • Maintain accountability for SLAs, KPIs, and overall satisfaction scores
  • Serve as a key member of the Change Advisory Board (CAB), ensuring attorney/user impact is central to all technology decisions
  • Drive continuous improvement in service delivery processes across the firm
• Support Oversight & Escalations
  • Oversee Tier 1&2 IT support functions, including helpdesk, local support, and video conferencing
  • Manage helpdesk operations: ticket intake, triage, metrics, and first-contact resolution
  • Tier 2 escalation handling: troubleshooting, coordination w/ engineering, and resolution tracking
  • Direct mobility support, including Zoom, mobile devices and vendor management
  • Oversee video conferencing and collaboration platforms (Zoom and AV systems)
  • Ensure consistent, high-quality local technology support coverage in all offices
  • Own escalation management across all tiers to guarantee timely, effective resolution
• Attorney Relationship & Advocacy
  • Serve as the relationship manager for attorneys, with direct accountability for their satisfaction
  • Ardent advocate for attorney reception and impact in IT projects, changes and strategic initiatives
  • Partner with practice leaders to minimize disruption to legal work
• Communications & Change Management
  • Own the IT communications strategy, ensuring clear and timely messaging to attorneys and staff
  • Lead executive-level communications for service changes, outages, and major initiatives
  • Develop and deliver change communications plans, training, and end-user readiness activities
  • Provide crisis communications leadership during significant service incidents
  • Ensure attorney and staff adoption of new tools through proactive communication initiatives
• Metrics & Reporting
  • Monitor and report SLA compliance, service performance, and escalation trends
  • Track and improve customer satisfaction and Net Promoter Score (NPS)
  • Deliver operational dashboards and analytics for CIO and executive review
  • Provide regular CIO updates on service delivery health, risks, and improvements
• Vendor & Tool Management
  • Oversee vendor relationships, contracts, escalations, and billing reconciliation
  • Lead evaluation, negotiation, and onboarding of new service delivery technologies
  • Manage ITSM platforms, with Freshservice expertise strongly preferred
  • Leverage Nexthink for real-time digital experience monitoring and to improve user satisfaction
  • Oversee other support tools as part of the service delivery ecosystem
• Team Leadership & Development
  • Supervise managers/leads across helpdesk and local support teams
  • Drive recruiting, training, performance reviews, and succession planning
  • Build and sustain a high-EQ, collaborative, service-oriented culture across distributed teams
  • Support professional development and certification attainment (ITIL, AV, mobility, etc.)
  • Promote cross-office knowledge sharing and team cohesion
• Innovation & Continuous Improvement
  • Explore, evaluate, and drive adoption of automated and AI-enabled support solutions
  • Analyze ticketing and user experience data to identify proactive improvements
  • Benchmark service delivery against peer firms and industry best practices
  • Partner with other verticals and management teams to enhance the attorney experience

Qualifications

• Must-Have
  • 5+ years of IT leadership in law firms or professional services organizations
  • Demonstrated success leading Tier 1 and Tier 2 service delivery at scale
  • Proven track record of attorney, executive, and client relationship management
  • Strong, assertive leadership style with high EQ and exceptional communication skills
  • Hands-on experience with IT service delivery governance, CAB participation, and SLAs
  • Expertise with Microsoft Office, document management systems, and collaboration platforms
  • Expertise with IT Service Management tools, processes, and procedures
  • History of building and leading distributed, service-focused support teams
• Strongly Preferred
  • 10+ years of IT leadership in an Am Law 100 legal services environment
  • ITIL certification or equivalent service management qualifications
  • Expertise in FreshService IT Service Management platform
  • Direct experience with Nexthink or other Digital Employee Experience solutions

Benefits

• 🌟 Success demands a strong and assertive presence, balanced with high emotional intelligence, deep relationship skills, and proven experience in professional services environments
• 🌟 The role requires a calming, steady force who can diffuse challenges, advocate fiercely on behalf of the user and attorney experience, and ensure exceptional levels of support and satisfaction at every touchpoint
• 🌟 Promote cross-office knowledge sharing and team cohesion
• 🌟 5+ years of IT leadership in law firms or professional services organizations
• 🌟 Demonstrated success leading Tier 1 and Tier 2 service delivery at scale
• 🌟 Proven track record of attorney, executive, and client relationship management
• 🌟 Strong, assertive leadership style with high EQ and exceptional communication skills
• 🌟 Hands-on experience with IT service delivery governance, CAB participation, and SLAs
• 🌟 Expertise with Microsoft Office, document management systems, and collaboration platforms
• 🌟 Expertise with IT Service Management tools, processes, and procedures
• 🌟 History of building and leading distributed, service-focused support teams

Salary

$175,000 - $220,000 yearly