Director, Digital User Experience

K&L Gates; Charlotte (NC); On-site; USD 150,000 - 230,000; Full time

Job summary

K&L Gates seeks a Director, Digital User Experience to lead the strategy and operating model for the firm's end-user technology experience, unifying support across Global Service Desk, deskside teams, document processing, and Digital Workplace Engineering.

This role partners with security, enterprise apps, and business leadership to advance AI-enabled service delivery, measure outcomes with EUEM/DEX programs, and drive adoption of Microsoft 365 and collaboration tools across the global offices.

Responsibilities

• Define and lead the firmwide Digital User Experience strategy aligning tech with productivity, collaboration, mobility, and client service goals.
• Provide unified leadership across Global Service Desk, deskside support, document processing, and Digital Workplace Engineering to ensure consistent, high-quality service.
• Own end-to-end Global Service Desk delivery, manage incidents and SLAs, and drive continual service improvement per ITIL/ITSM.
• Direct deskside teams across US and Europe/Middle East, aligning staffing and on-site service standards to each office, including VIP tech.
• Oversee document processing to ensure timely, accurate, and secure document design and formatting.
• Lead Digital Workplace Engineering for MS 365 suite and other productivity platforms shaping user experience.
• Establish EUEM/DEX programs to measure performance, sentiment, adoption, and productivity via analytics and feedback.
• Develop self-service and knowledge management to resolve issues efficiently, reducing friction and ticket volume.
• Execute a modernization roadmap focusing on automation, proactive AI-enabled support, and emerging workplace tech.
• Champion adoption of new workplace tech with training, change management and communication.
• Act as executive sponsor for Voice of the Customer programs to collect and act on feedback.
• Establish dashboards tracking service performance, adoption, sentiment, and impact of tech investments.
• Govern user experience standards across workplace tech for consistency and accessibility.

Job description

Job Description

At K&L Gates, we are looking for smart, imaginative and hard-working people with diverse backgrounds, experiences and ideas to join us. Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place.

Job Summary

Job Description

At K&L Gates, we are looking for smart, imaginative and hard-working people with diverse backgrounds, experiences and ideas to join us. Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place.

The global law firm of K&L Gates is seeking a Director, Digital User Experience. Reporting to the Director, Enterprise Technology Operations, the Director, Digital User Experience is a firmwide technology leader responsible for the strategy, service model, operating framework, and day-to-day delivery of the firm’s end-user technology support and digital workplace experience. This role provides unified leadership and operational accountability across four global functions: technical help desk support through the Global Service Desk (GSD); on-site deskside support through the US and Europe/Middle East Deskside Support teams; document design, creation, and processing through the Global Document Processing team; and the engineering, configuration, automation, and lifecycle management of core collaboration and productivity platforms through the Digital Workplace Engineering team. The Director ensures attorneys and allied professionals across all offices can work productively, securely, and with minimal friction, and partners closely with infrastructure, security, enterprise applications, and business leadership to establish measurable service standards, modernize support capabilities, drive automation and AI-enabled service delivery, and continuously improve the employee technology experience across all offices and service channels.

KEY RELATIONSHIPS

Director, Enterprise Technology Operations; Chief Technology Officer; Department Directors; Directors of Administration; Enterprise Applications, Data and AI Platform Leadership; Enterprise Computing and Infrastructure Leadership; Security and Information Governance Leadership; Practice Innovation and Practice Support Leadership. Direct reports include but are not limited to: Global Service Desk Manager; US and Europe/Middle East Deskside Support Managers; Global Document Processing Manager; Digital Workplace Engineering Manager.

Essential Duties

• Define and lead the firmwide Digital User Experience strategy, establishing a long-term vision for how attorneys and allied professionals interact with technology and ensuring workplace technologies support productivity, collaboration, mobility, and client service objectives.
• Provide unified leadership and operational accountability across the Global Service Desk, US and Europe/Middle East deskside support, Global Document Processing, and Digital Workplace Engineering functions, ensuring consistent, high-quality, customer-focused service delivery across all offices and time zones.
• Own end-to-end service delivery for the Global Service Desk, including incident, request, problem, and major-incident management, and establish and enforce service level targets, escalation paths, and continual service improvement aligned with ITIL and ITSM best practices.
• Direct the US and Europe/Middle East deskside support teams, aligning staffing, coverage models, and on-site service standards to the needs of each office while maintaining firmwide consistency, and supporting VIP/executive, courtroom, and event technology needs.
• Oversee the Global Document Processing team, ensuring timely, accurate, and secure document design, creation, formatting, and processing services that meet the exacting standards of the firm’s legal work product.
• Lead the Digital Workplace Engineering function responsible for the configuration, integration, automation, and lifecycle management of Microsoft 365 (Teams, SharePoint, OneDrive, Exchange, Entra ID) and other collaboration, productivity, and endpoint platforms that shape the daily user experience.
• Establish an enterprise End User Experience Management (EUEM) and Digital Employee Experience (DEX) program that measures technology performance, user sentiment, adoption, and productivity outcomes through analytics, digital experience monitoring, and feedback channels to identify opportunities for continuous improvement.
• Drive the development of self-service, knowledge management, and digital support capabilities that enable users to resolve common technology issues efficiently while reducing friction, ticket volume, and time to resolution.
• Develop and execute a support and workplace modernization roadmap focused on automation, proactive and predictive support models, AI-assisted service delivery, and emerging workplace technologies that improve employee productivity and engagement.
• Champion the firm’s workplace technology adoption and enablement strategy, ensuring employees successfully adopt new technologies, collaboration platforms, automation capabilities, and AI-enhanced services through targeted training, change management, and communication.
• Serve as executive sponsor for Voice of the Customer programs, creating formal mechanisms to gather, analyze, and act upon feedback from attorneys, allied professionals, office leadership, and business services departments.
• Establish experience-focused performance measures and executive dashboards, providing leadership with visibility into service performance, technology adoption, employee sentiment, service friction, and the business impact resulting from technology investments.
• Establish governance for user experience standards across workplace technologies, ensuring consistency, usability, accessibility, and operational effectiveness throughout the employee technology lifecycle.
• Manage the operating and capital budgets, vendor relationships,