Manager, User Experience

Summary:

Gibson Dunn is a leading global law firm, advising clients on significant transactions and disputes. Our exceptional teams craft and deploy creative legal strategies that are meticulously tailored to every matter, however complex or high-stakes. The firm’s work is distinguished by a unique combination of precision and vision.

Based in London, the User Experience Manager will have primary responsibility for overseeing all IS local support staff in the London office and any other assigned offices, ensuring the effective and efficient delivery of IS services. The “Manager” will actively participate in maintaining and improving the User Experience to all customers within the assigned firm offices. This role requires a combination of strategic oversight, technical expertise, and strong leadership skills.

This role reports to the Director of User Experience (UX). This role is an on-site position.

Responsibilities include:

• Provide strategic leadership and direction to the IS local support team, ensuring alignment with organisational goals and objectives.
• Oversee the effective and timely delivery of IS services across all firm assigned offices.
• Foster positive relationships with all customer constituencies and team members, ensuring effective communication and collaboration.
• Ensure the operational availability and maintenance of all computer-related equipment, including PCs, printers, laptops, smartphones, data communication equipment, audio-visual systems, and when directed by IS Operations, servers and network infrastructure.
• Take ownership of all issues reported within the assigned offices, ensuring customer communications and follow-up are handled promptly and efficiently by the local support supervisors.
• Oversee relationships with key stakeholders in the London office and provide dedicated, high‑priority support to their teams and executives.
• Act as a third-level technical resource, providing guidance and support to resolve complex customer problems effectively.
• Coordinate the escalation and resolution of technology problems, ensuring timely and effective solutions.
• Ensure the local team is maintaining accurate and timely records of technology equipment inventory in the Asset Management System.
• Serve as an active team member on IS projects, providing leadership and technical expertise as needed.
• Oversee the use of the call tracking program, ServiceNow, ensuring all issues are logged/tracked accurately and timely, and that teams are compliant with this process.
• Ensure team compliance with Firm-wide policies, standards, operational guidelines, and administrative procedures relating to the IS function.
• Other duties as assigned.

Qualifications:

• Ability to effectively manage and motivate individuals and teams.
• Strong people management skills, including ability to provide effective constructive feedback and coaching.
• Strong understanding of backend teams, their corresponding functions and interdependencies.
• Ability to establish and maintain key stakeholder engagement including partners, senior business leaders, IS colleagues and direct reports.
• Strong problem solver, with an ability to work well under pressure.
• Proven experience effectively resolving critical/major incidents, particularly those that have an impact on high-level stakeholders (partners, senior and C-level management).
• Demonstrates good judgement and business acumen, with an understanding of when to drive process and when it is acceptable to work outside of the process.
• Experience using various metrics and analytics tools to effectively manage performance, projects, scorecards and process improvements.
• Excellent written and verbal communication skills including ability to convey complex technical information to a lay audience.
• Strong active listening skills.
• Strong project planning, organisational and execution skills.
• Strong ability to build and maintain trusted relationships and effectively collaborate at all levels and across all disciplines.
• Strategic and creative thinker, with a focus on delivering solutions.
• Ability to remain calm and reasoned under pressure.
• Ability to be flexible to meet varied and changing business requirements.

Experience:

• Bachelor’s degree in a related field preferred; an equivalent vocational qualification or relevant practical experience will also be considered.
• Experience in the legal industry is preferred.
• Minimum 10 years of relevant experience.

Gibson Dunn will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of local law.