Manager, User Experience

Job Summary

Gibson Dunn is a leading global law firm, advising clients on significant transactions and disputes. Our exceptional teams craft and deploy creative legal strategies that are meticulously tailored to every matter, however complex or high-stakes. The firm’s work is distinguished by a unique combination of precision and vision.

Based in New York, the Manager, User Experience will have the primary responsibility of overseeing all IT local support staff in the New York ensuring the effective and efficient delivery of IT services. The Manager will actively participate in maintaining and improving the User Experience to all customers within the assigned firm offices.  This role requires a combination of strategic oversight, technical expertise, and strong leadership skills.

This role reports to the Director of User Experience (UX).

Responsibilities include:

• Provide strategic leadership and direction to IT local support team, ensuring alignment with organizational goals and objectives.
• Oversee the effective and timely delivery of IT services across all firm assigned offices.
• Foster positive relationships with all customer constituencies and team members, ensuring effective communication and collaboration.
• Ensure the operational availability and maintenance of all computer-related equipment, including PCs, printers, laptops, smartphones, data communication equipment, audio-visual systems, and when directed by IT Operations, servers and network infrastructure.
• Take ownership of all issues reported within the assigned offices, ensuring customer communications and follow-up are handled promptly and efficiently by the local support supervisors.
• Oversee relationships with key stakeholders in the New York office and provide dedicated, high‑priority support to their teams and executives.
• Work closely with IT office support leaders to ensure consistency across all GDC locations.
• Act as a third-level technical resource, providing guidance and support to resolve complex customer problems effectively.
• Collaborate with cybersecurity teams to ensure compliance with security policies, regulatory requirements, and best practices for data protection.
• Manage incident response and resolution for major platform issues, including after-hours escalation for critical incidents.
• Coordinate the escalation and resolution of technology problems, ensuring timely and effective solutions.
• Ensure the local teams is maintaining accurate and timely records of technology equipment inventory in the Asset Management System.
• Serve as an active team member on IT projects, providing leadership and technical expertise as needed.
• Oversee the use of the call tracking program, ServiceNow, ensuring all issues are logged/tracked accurately and timely, and that teams are compliant with this process.
• Ensure team compliance with Firm-wide policies, standards, operational guidelines, and administrative procedures relating to the IT function.

Qualifications

• Ability to effectively manage and motivate individuals and teams.
• Strong people management skills including ability to provide effective constructive feedback and coaching.
• Strong understanding of backend teams, their corresponding functions and interdependencies.
• Proven experience managing Microsoft platforms in a large, distributed enterprise environment.
• Deep technical expertise in Microsoft 365, Exchange Online, Teams, SharePoint, Azure Active Directory, and related technologies.
• Experience supporting cloud-based services.
• Ability to establish and maintain key stakeholder engagement including partners, senior business leaders, IT colleagues and direct reports.
• Drive automation and process improvements using PowerShell and other scripting tools to streamline operations and enhance service delivery.
• Strong problem solver, with an ability to work well under pressure.
• Proven experience effectively resolving critical/major incidents, particularly those that have an impact on high level stakeholders (partners, senior and C-level management).
• Demonstrates good judgment and business acumen, with an understanding of when to drive process and when it is acceptable to work outside of the process.
• Experience using various metrics and analytics tools to effectively manage performance, projects, scorecards and process improvements.
• Excellent written and verbal communication skills including ability to convey complex technical information to lay audience.
• Strong active listening skills.
• Strong project planning, organizational and execution skills.
• Strong ability to build and maintain trusted relationships and effectively collaborate at all levels and across all disciplines.
• Strategic and creative thinker, with a focus on delivering solutions.
• Ability to remain calm and reasoned under pressure.
• Ability to be flexible to meet varied and changing business requirements.

Experience

• Bachelor’s degree in a related field preferred or technical school training with equivalent experience also considered.
• Experience in the legal industry is preferred.
• Minimum 10+ years of relevant experience.

 

Gibson Dunn will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of local law.

Compensation & Benefits:

The annual compensation range for this position is $170-210k. The salary offered within this range will depend upon qualifications and other operational considerations.

Benefits offered for this position include health care; retirement benefits; paid days off, including sick time, and vacation time; parental leave; basic life insurance; Flexible Spending Accounts; as well as discretionary, performance-based bonuses.

Location:

New York

EEO Statement

Gibson Dunn & Crutcher LLP is committed to the principles of equal employment opportunity for all partners, employees and applicants and, in accordance with the applicable federal and state laws, does not discriminate on the basis of sex, race, creed, color, religion, matriculation or political affiliation, national origin, alienage or citizenship status, ancestry, age, marital status or partnership status, family responsibilities, disability, medical condition, personal appearance, genetic information, predisposing genetic characteristics, sexual orientation, military status, status as a victim of domestic violence, stalking and sex offenses, arrest or conviction record, or on any other basis prohibited by law.