Director of User Experience

Position Summary

Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.

Polsinelli 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.

Success demands a strong and assertive presence, balanced with high emotional intelligence, deep relationship skills, and proven experience in professional services environments. The role requires a calming, steady force who can diffuse challenges, advocate fiercely on behalf of the user and attorney experience, and ensure exceptional levels of support and satisfaction at every touchpoint.

You will operate in an environment where priorities evolve quickly and expectations are high. To excel, you’ll need the agility to adapt, anticipate needs, address challenges proactively, and deliver operational excellence a high degree of autonomy. The CIO will look to you as an extension of their leadership, driving best-in-class support and managing the relationship with attorneys and firm executives.

Core Responsibilities

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.).

Promote cross-office knowledge sharing and team cohesion.

Innovation & Continuous Improvement

Explore, evaluate, and drive adoption of automated and AI-enabled support solutions.

Analyze ticketing and user experience data to identify proactive improvements.

Benchmark service delivery against peer firms and industry best practices.

Partner with other verticals and management teams to enhance the attorney experience.

Qualifications

Must-Have

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.

Expertise with IT Service Management tools, processes, and procedures.

History of building and leading distributed, service-focused support teams.

Strongly Preferred

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.

Budget for this role is $175,000 – $220,000

Polsinelli PC is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to gender identity and expression, race, color, religion, sex, national origin, sexual orientation, age, disability, ancestry, marital status, military or veteran status, or any other characteristic protected by law.

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