Global Director, Digital User Experience

K&L Gates; Boston (MA); On-site; USD 171,000 - 341,000; Full time

Benefits offered by this job

Health insurance

Hybrid/Remote work opportunities

401(k) retirement plan

Job summary

K&L Gates, a global law firm based in Boston, seeks a Director of Digital User Experience to lead the strategy, service model, and day-to-day delivery of end-user technology support and the digital workplace experience.

You will oversee Global Service Desk, deskside support, document processing, and engineering teams across offices worldwide, ensuring secure, productive, and modern technology for attorneys and staff.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field; advanced degree preferred.
• At least ten years of progressive leadership experience within enterprise technology support, service management, digital workplace, or IT operations environments.
• Experience leading a digital workplace engineering or Microsoft 365 platform function.
• Expert knowledge of IT service management principles and frameworks, including incident, problem, change, and continual service improvement.

Responsibilities

• Define and lead the firmwide Digital User Experience strategy and long-term vision for technology interaction and productivity.
• Provide unified leadership across Global Service Desk, deskside support, document processing, and digital workplace engineering.
• Own end-to-end service delivery, establish SLAs, escalation paths, and continual service improvement.
• Lead Microsoft 365 and collaboration platform configuration, integration, and lifecycle management.
• Establish EUEM/DEX programs for analytics, adoption, and productivity measurement.

Job description

K&L Gates, a global law firm based in Boston, seeks a Director of Digital User Experience to lead the strategy, service model, and day-to-day delivery of end-user technology support and the digital workplace experience.

You will oversee Global Service Desk, deskside support, document processing, and engineering teams across offices worldwide, ensuring secure, productive, and modern technology for attorneys and staff.