Manager, User Experience

The role

The User Experience Manager oversees IS local support staff in the London office and other assigned offices. This role maintains and improves the User Experience for all customers within the assigned firm offices.

What you will do

• Provide strategic leadership and direction to the IS local support team.
• Oversee the effective and timely delivery of IS services across all firm assigned offices.
• Foster positive relationships with customer constituencies and team members.
• Ensure operational availability and maintenance of computer-related equipment.
• Take ownership of all issues reported within the assigned offices.
• Oversee relationships with key stakeholders in the London office.
• Act as a third-level technical resource to resolve complex customer problems.
• Coordinate the escalation and resolution of technology problems.
• Ensure the local team maintains accurate technology equipment inventory.
• Serve as an active team member on IS projects.

Required qualifications

• Ability to effectively manage and motivate individuals and teams.
• Strong people management skills, including providing constructive feedback and coaching.
• Strong understanding of backend teams, their functions and interdependencies.
• Ability to establish and maintain key stakeholder engagement.
• Strong problem solver, with an ability to work well under pressure.
• Proven experience effectively resolving critical/major incidents.
• Demonstrates good judgement and business acumen.
• Experience using various metrics and analytics tools to manage performance, projects, scorecards and process improvements.
• Excellent written and verbal communication skills.
• Strong active listening skills.
• Strong project planning, organisational and execution skills.
• Strong ability to build and maintain trusted relationships and collaborate at all levels.

Nice to have

• Bachelor’s degree in a related field
• Experience in the legal industry

About the company

Gibson Dunn is a leading global law firm, advising clients on significant transactions and disputes. The firm’s work is distinguished by a unique combination of precision and vision.