User Support Director

seeks a Director of User Experience in IT to lead the firm’s end-user service delivery strategy and champion the attorney technology experience across all offices. This leader is the visible face of technology to attorneys and firm leadership, an ardent advocate for a seamless modernized experience, and a direct trusted partner to the CIO contributing to overall IT strategy and its alignment to firm goals.

Targeting $180-250K salary

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Service Delivery Strategy & Governance
• Own the firmwide end-user service delivery strategy, aligned to CIO vision and business priorities.
• Maintain accountability for SLAs, KPIs, and overall satisfaction scores.
• Serve as a key member of the Change Advisory Board (CAB), ensuring attorney/user impact is central to all technology decisions.
• Drive continuous improvement in service delivery processes across the firm.
Support Oversight & Escalations
• Oversee Tier 1&2 IT support functions, including helpdesk, local support, and video conferencing.
• Manage helpdesk operations: ticket intake, triage, metrics, and first-contact resolution.
• Tier 2 escalation handling: troubleshooting, coordination w/ engineering, and resolution tracking.
• Direct mobility support, including Zoom, mobile devices and vendor management.
• Oversee video conferencing and collaboration platforms (Zoom and AV systems).
• Ensure consistent, high-quality local technology support coverage in all offices.
• Own escalation management across all tiers to guarantee timely, effective resolution.
Attorney Relationship & Advocacy
• Serve as the relationship manager for attorneys, with direct accountability for their satisfaction.
• Ardent advocate for attorney reception and impact in IT projects, changes and strategic initiatives.
• Partner with practice leaders to minimize disruption to legal work.
Communications & Change Management
• Own the IT communications strategy, ensuring clear and timely messaging to attorneys and staff.
• Lead executive-level communications for service changes, outages, and major initiatives.
• Develop and deliver change communications plans, training, and end-user readiness activities.
• Provide crisis communications leadership during significant service incidents.
• Ensure attorney and staff adoption of new tools through proactive communication initiatives.
Metrics & Reporting
• Monitor and report SLA compliance, service performance, and escalation trends.
• Track and improve customer satisfaction and Net Promoter Score (NPS).
• Deliver operational dashboards and analytics for CIO and executive review.
• Provide regular CIO updates on service delivery health, risks, and improvements.
Vendor & Tool Management
• Oversee vendor relationships, contracts, escalations, and billing reconciliation.
• Lead evaluation, negotiation, and onboarding of new service delivery technologies.
• Manage ITSM platforms, with Freshservice expertise strongly preferred.
• Leverage Nexthink for real-time digital experience monitoring and to improve user satisfaction.
• Oversee other support tools as part of the service delivery ecosystem.
Team Leadership & Development
• Supervise managers/leads across helpdesk and local support teams.
• Drive recruiting, training, performance reviews, and succession planning.
• Build and sustain a high-EQ, collaborative, service-oriented culture across distributed teams.
• Support professional development and certification attainment (ITIL, AV, mobility, etc.).

• 5+ years of IT leadership in law firms or professional services organizations.
• Demonstrated success leading Tier 1 and Tier 2 service delivery at scale.
• Proven track record of attorney, executive, and client relationship management.
• Strong, assertive leadership style with high EQ and exceptional communication skills.
• Hands-on experience with IT service delivery governance, CAB participation, and SLAs.
• Expertise with Microsoft Office, document management systems, and collaboration platforms.

• 10+ years of IT leadership in an Am Law 100 legal services environment.
• ITIL certification or equivalent service management qualifications.
• Expertise in FreshService IT Service Management platform.
• Direct experience with Nexthink or other Digital Employee Experience solutions.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.