Senior UX & IT Experience Lead – AI-Driven Support

MG+M The Law Firm; New York (NY); On-site; USD 150,000 - 175,000; Full time

Benefits offered by this job

401(k) plan

Job summary

MG+M The Law Firm in New York City seeks an on-site Senior Manager, User Experience to lead end-user technology services across 600+ users and 17 offices. You will guide IT support, onboarding/offboarding, and AI-enabled initiatives to improve service quality and user satisfaction.

The role reports to CIO and requires strong ITIL/ITSM background, strategic leadership, and collaboration with attorneys and staff. On-site work in NYC is required.

Qualifications

• Bachelor's degree preferred; equivalent experience considered.
• Minimum 8-10 years of Legal IT support and leadership experience.
• Proven experience managing technical resources within a multi-tier service delivery model.

Responsibilities

• Leads and manages the firm's IT support function with focus on service quality.
• Oversees remote and on-site support resources and escalation processes.
• Drives AI-enabled tool adoption and incident triage to improve response times.
• Manages staff performance, coaching, hiring, scheduling, and development.

Skills

Leadership & management

People management

Stakeholder collaboration

ITIL / ITSM

Communication

Education

Bachelor's degree preferred

Equivalent experience considered

Tools

Microsoft 365

Exchange Online

Teams

SharePoint

Entra ID

Job description

MG+M The Law Firm in New York City seeks an on-site Senior Manager, User Experience to lead end-user technology services across 600+ users and 17 offices. You will guide IT support, onboarding/offboarding, and AI-enabled initiatives to improve service quality and user satisfaction.

The role reports to CIO and requires strong ITIL/ITSM background, strategic leadership, and collaboration with attorneys and staff. On-site work in NYC is required.