Senior Manager, Legal Tech Application Support

Wilson Elser; New York (NY); On-site; USD 175,000 - 200,000; Full time

Benefits offered by this job

401(k) match

Paid time off (PTO)

Medical, dental, vision

Disability & life insurance

Corporate discount plans

Job summary

Wilson Elser is seeking a Senior Manager of Application Support to partner with the Director of IT Service Management & Governance. The role leads the people, processes, and practices that support practice-of-law software including Intapp, iManage, Box, Litera Create, Logikcull/Reveal, Microsoft 365, document automation, and workflow platforms.

You will oversee incident management, service delivery, upgrades, integrations, and adoption, promote ITIL/ITSM best practices, and drive a cloud-first

Qualifications

• Experience supporting or managing critical practice-of-law platforms and related legal technology.

Responsibilities

• Lead daily application support and incident management for critical practice-of-law software products and related legal technology; track service availability, performance, and user-impact metrics.
• Coach and develop supervisors, technical support analysts, and system administrators with servant-leadership.
• Coordinate with vendors and internal stakeholders on fixes, releases, integrations, and patches.
• Monitor usage and service metrics; identify friction points and recommend process improvements.
• Partner with Security and Risk teams to maintain compliance and information security requirements.
• Support a cloud-first strategy with DevOps, Data Services, and Infrastructure teams.

Skills

Incident management

Coaching & development

Vendor coordination

Cloud-based systems

ITIL/ITSM

Education

Bachelor’s Degree in IT, Computer Science, or related field

Tools

Intapp

iManage

Box

Litera Create

Logikcull/Reveal

Microsoft 365

Document automation

Workflow platforms

Job description

Wilson Elser is seeking a Senior Manager of Application Support to partner with the Director of IT Service Management & Governance. The role leads the people, processes, and practices that support practice-of-law software including Intapp, iManage, Box, Litera Create, Logikcull/Reveal, Microsoft 365, document automation, and workflow platforms.

You will oversee incident management, service delivery, upgrades, integrations, and adoption, promote ITIL/ITSM best practices, and drive a cloud-first