Senior Manager Application Support

The role

Lead daily application support and incident management for legal software such as Intapp, iManage, Box and Microsoft 365. Manage and coach support supervisors, analysts and system administrators, and work with vendors, security and infrastructure teams.

What you will do

• Lead daily application support and incident management for critical practice-of-law software, tracking availability, performance and user-impact metrics
• Manage, coach and develop supervisors, technical support analysts and system administrators
• Coordinate with software vendors and internal stakeholders on major fixes, releases, integrations, patches and contract management
• Monitor system usage and adoption; identify friction points and recommend process and user-experience improvements
• Partner with Security and Risk teams on compliance, data privacy and information security
• Partner with DevOps, Data Services and Infrastructure teams on a cloud-first strategy, integrations and resilience
• Partner with senior leadership on onboarding and technology readiness for lateral hires
• Advise IT leadership on ISO 27001 certification and information security best practices
• Champion and train the IT organization in ITIL/ITSM best practices for change, incident, problem and service-request management

Required qualifications

• Experience supporting or managing critical practice-of-law platforms such as iManage, Intapp, Box, Litera Create, Logikcull/Reveal, Microsoft 365 and document automation
• Background managing hybrid, cloud-based and legacy/on-premises enterprise systems
• Familiarity deploying and supporting document automation and low-code workflow platforms, integrations and process improvements
• Proficient in legal-industry best practices and non-invasive data governance frameworks
• Detail-oriented with strong organizational and communication skills; able to manage multiple workstreams and stakeholder groups
• Demonstrated servant-leadership mindset; comfortable leading through ambiguity and change
• Bachelor's degree in IT, Computer Science or a related field, or equivalent work experience

Nice to have

• iManage, ISO 27001, CEDs and other relevant certifications

Benefits

• Competitive salary and benefits package
• 401(k) retirement savings plan
• Medical, dental and vision insurance
• Disability and life insurance
• Outstanding benefits package including 401k match and generous PTO plan
• Ample opportunities for professional development and advancement
• Access to corporate discount plans and other benefits

Before you apply

• Wilson Elser participates in the federal E-Verify program and confirms work authorization for all new hires using Form I-9 information

About the company

Wilson Elser is a national law firm with more than 1,400 attorneys across 46 offices, recognized among the top 100 law firms by The American Lawyer. It emphasizes collaboration, innovation, client service and mutual respect.