Manager, User Experience (UX)

📍 Job Overview

Job Title: Manager, User Experience (UX)

Company: Gibson Dunn

Location: New York City, NY, USA

Job Type: Full-Time

Category: IT Operations / User Experience Management

Date Posted: May 23, 2026

Experience Level: 10+ Years

Remote Status: On-site

🚀 Role Summary

• Oversee and lead IT local support staff in the New York City offices, ensuring the seamless and efficient delivery of IT services and a superior user experience.

• Drive strategic initiatives to enhance IT service delivery, operational efficiency, and client satisfaction within a leading global law firm environment.

• Manage the operational availability, maintenance, and support of all computer-related equipment and infrastructure, including critical backend systems.

• Act as a key liaison between IT operations, local support teams, and high-level stakeholders, including partners and senior management, to address technology needs and resolve complex issues.

• Ensure strict adherence to cybersecurity policies, regulatory requirements, and data protection best practices across all supported platforms and systems.

📝 Enhancement Note: This role focuses on IT Operations and User Experience Management within a legal industry context. While the title is "Manager, User Experience (UX)", the responsibilities heavily lean towards IT Infrastructure Management, Team Leadership, and Service Delivery within a law firm's operational framework. The "UX" aspect pertains more to the user-facing efficiency and effectiveness of IT services rather than traditional digital product UX design.

📈 Primary Responsibilities

• Provide strategic leadership and direction to the IT local support team in New York, fostering a culture of high performance and continuous improvement.

• Ensure the operational availability, maintenance, and effective functioning of all computer hardware (PCs, laptops, printers, smartphones) and associated software.

• Manage incident response and resolution for major platform issues, coordinating after-hours escalation for critical incidents impacting firm operations.

• Oversee the accurate and timely maintenance of technology equipment inventory within the Asset Management System.

• Drive automation and process improvements using scripting tools like PowerShell to streamline IT operations and enhance service delivery efficiency.

• Serve as a third-level technical escalation point, providing expert guidance and support for resolving complex customer and system problems.

• Collaborate with cybersecurity teams to ensure full compliance with firm-wide security policies, data protection regulations, and industry best practices.

• Manage relationships with key stakeholders in the New York office, providing dedicated, high-priority support to partners, senior leadership, and their teams.

• Ensure consistent service delivery and operational standards across all Gibson Dunn & Crutcher (GDC) locations through collaboration with IT office support leaders.

• Oversee the effective utilization of the ServiceNow call tracking system, ensuring all issues are logged, tracked, and resolved promptly and compliantly.

• Actively participate in IT projects, contributing leadership, technical expertise, and operational insights to ensure successful project outcomes.

• Ensure the local IT teams maintain accurate and timely records of technology equipment inventory in the Asset Management System.

📝 Enhancement Note: The responsibilities emphasize a blend of people management, technical oversight, process adherence, and strategic contribution. The focus on "third-level technical resource" and "managing Microsoft platforms" indicates a need for deep technical understanding alongside managerial capabilities.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree in a related field (e.g., Information Technology, Computer Science, Information Systems) is preferred.

Experience:

• Minimum of 10+ years of progressive experience in IT operations, technical support management, or a similar role within a large enterprise environment.

Required Skills:

• Proven ability to effectively manage, motivate, and develop individuals and teams, including providing constructive feedback and coaching.

• Deep technical expertise in Microsoft 365 suite, including Exchange Online, Microsoft Teams, SharePoint, and Azure Active Directory.

• Strong understanding of backend IT infrastructure, their functions, and interdependencies within a large, distributed enterprise.

• Proficiency in driving automation and streamlining operations using PowerShell and other scripting tools.

• Demonstrated experience in managing critical/major incident response and resolution, especially for high-level stakeholders.

• Strong problem-solving skills with the ability to remain calm and effective under pressure.

• Excellent stakeholder engagement and relationship-building skills, capable of collaborating effectively at all levels.

• Strong active listening and verbal/written communication skills, with the ability to articulate complex technical information to non-technical audiences.

• Proven project planning, organizational, and execution skills.

Preferred Skills:

• Experience supporting cloud-based services and an understanding of cloud architecture principles.

• Familiarity with IT Service Management (ITSM) frameworks and best practices, particularly as implemented in ServiceNow.

• Knowledge of cybersecurity principles, data protection regulations (e.g., GDPR, CCPA), and compliance requirements relevant to the legal sector.

• Experience with asset management systems and maintaining accurate IT equipment inventory.

• Strategic and creative thinking with a solutions-oriented mindset.

📝 Enhancement Note: The emphasis on Microsoft 365, Azure AD, and PowerShell points towards a highly Microsoft-centric environment. The requirement for legal industry experience suggests a need for understanding the unique demands and security protocols of law firms.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of successful process optimization initiatives within IT support or operations, showcasing efficiency gains and improved user satisfaction.

• Case studies detailing the implementation and management of IT infrastructure projects, highlighting scope, challenges, solutions, and outcomes.

• Examples of performance metric dashboards or reports used to track IT service delivery, incident resolution times, and team productivity.

Process Documentation:

• Exhibits of workflow diagrams or standard operating procedures (SOPs) for common IT support tasks and incident management processes.

• Evidence of developing and implementing process improvements, including the use of automation or scripting to enhance efficiency.

• Documentation of how key performance indicators (KPIs) are defined, tracked, and used to drive operational improvements.

• Examples of how user feedback or post-incident reviews were used to refine IT processes and service delivery.

📝 Enhancement Note: While not explicitly stated as a "portfolio requirement," candidates are expected to demonstrate their experience in these areas. This implies that during interviews or discussions, they should be prepared to present examples of their work related to process improvement, system management, and performance tracking.

💵 Compensation & Benefits

Salary Range: $170,000 - $210,000 annually. The final salary offered will be determined based on the candidate's qualifications, experience, and other relevant operational considerations.

Benefits:

• Comprehensive Health Care coverage.

• Retirement Benefits, likely including a 401(k) plan with potential employer match.

• Generous Paid Days Off, encompassing Sick Time and Vacation Time.

• Parental Leave to support new parents.

• Basic Life Insurance coverage.

• Flexible Spending Accounts (FSAs) for healthcare and dependent care expenses.

Working Hours:

• Standard full-time engagement, typically around 40 hours per week.

• Flexibility may be required to manage critical incidents, after-hours escalations, and project deadlines, especially given the on-site nature of the role and potential client demands.

📝 Enhancement Note: The salary range is provided. The benefits package is comprehensive, aligning with typical offerings for management-level positions in professional services firms. The working hours are standard but with an expectation of flexibility for critical operational needs.

🎯 Team & Company Context

🏢 Company Culture

Industry: Legal Services (Global Law Firm)

Company Size: Gibson Dunn is a large, international law firm with a significant global presence, indicating a complex organizational structure and a high volume of IT support needs.

Founded: The firm was founded in 1901, signifying a long-standing history and established reputation in the legal field.

Team Structure:

• The Manager, User Experience will lead a team of IT local support staff and supervisors in the New York offices.

• This role reports to the Director of User Experience (UX), who likely oversees broader IT service delivery and user experience strategies across the firm.

• The role necessitates close collaboration with IT office support leaders across other GDC locations to ensure consistency.

Methodology:

• Emphasis on structured IT service delivery, likely following ITIL principles for incident, problem, and change management.

• Data-driven decision-making, utilizing metrics and analytics to manage performance, identify trends, and drive process improvements.

• A strong focus on operational efficiency and automation to streamline processes and enhance service delivery.

• Commitment to maintaining high standards of cybersecurity and data protection, critical in the legal industry.

• Collaborative approach to problem-solving and project execution, involving various IT disciplines and business stakeholders.

Company Website: https://www.gibsondunn.com/

📝 Enhancement Note: Operating within a global law firm like Gibson Dunn means adhering to rigorous standards for confidentiality, security, and service excellence. The culture is likely professional, performance-driven, and focused on supporting high-stakes legal work.

📈 Career & Growth Analysis

Operations Career Level: This is a management-level position, requiring significant experience and the ability to lead teams and strategic initiatives. It sits within the IT Operations or IT Service Delivery function, focusing on the practical application and efficacy of technology for the firm's users.

Reporting Structure:

• Reports directly to the Director of User Experience (UX).

• Manages IT local support supervisors and their teams in the New York offices.

Operations Impact:

• Directly impacts the productivity and efficiency of all users in the New York offices, including partners, attorneys, and support staff, by ensuring reliable and high-performing IT services.

• Plays a critical role in maintaining the firm's security posture and compliance with regulatory requirements, mitigating risks associated with data breaches or system failures.

Growth Opportunities:

• Potential advancement to Director-level roles within IT Operations, Service Delivery, or broader IT management functions within Gibson Dunn.

• Opportunities to lead larger teams, manage more complex projects, or take on broader strategic responsibilities for IT service delivery across multiple regions.

• Development in areas such as advanced cloud management, cybersecurity strategy, or IT service transformation.

• Gaining specialized expertise in legal technology and its operational implications.

📝 Enhancement Note: This role offers a clear path for growth within IT management, particularly for those who excel in leading teams, optimizing operational processes, and managing complex enterprise IT environments within a professional services context.

🌐 Work Environment

Office Type: This is an on-site role within a prestigious global law firm. The work environment will be professional, fast-paced, and demanding, reflecting the nature of the legal industry. It involves significant interaction with legal professionals and senior management.

Office Location(s): Primarily based in Gibson Dunn's New York City offices. Specific details on office size, amenities, and exact location within NYC would be available upon inquiry or during the interview process.

Workspace Context:

• The workspace will be within a corporate office setting, likely featuring collaborative areas, private offices for management, and potentially dedicated IT support spaces.

• Access to necessary IT tools, technology, and resources will be provided to effectively manage IT operations and support staff.

Work Schedule:

• Primarily a standard 40-hour work week.

• The role demands flexibility to address critical incidents, support urgent business needs, and participate in after-hours escalations as required. This on-call or emergency availability is common for IT management roles in demanding industries.

📝 Enhancement Note: Candidates should expect a professional, high-stakes environment where responsiveness and reliability are paramount. The on-site nature emphasizes direct leadership and immediate problem-solving capabilities.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of the resume and application by HR or a recruiter to assess alignment with basic qualifications.

• Hiring Manager Interview: A discussion with the Director of User Experience (UX) to delve into experience, leadership style, technical expertise (especially Microsoft 365, PowerShell), and understanding of IT operations in a legal context.

• Team/Peer Interviews: Meetings with IT support supervisors, peers from IT Operations, and potentially IT leadership to assess team management capabilities, collaboration skills, and cultural fit.

• Technical/Scenario-Based Assessment: Candidates may be asked to walk through scenarios related to incident management, stakeholder engagement, process improvement, or automation strategies. This is where demonstrating past work or portfolio examples would be crucial.

• Final Interview: Potentially with a senior IT leader or executive to confirm overall fit and strategic alignment.

Portfolio Review Tips:

• Focus on Impact: When presenting case studies, emphasize the quantifiable impact of your work – e.g., reduction in incident resolution time, cost savings through automation, improvement in user satisfaction scores, successful project delivery metrics.

• Process Documentation Examples: Prepare samples of SOPs, workflow diagrams, or process improvement proposals. Highlight how you identified issues and implemented solutions.

• Technical Proficiency Showcase: Be ready to discuss your experience with Microsoft 365 administration, PowerShell scripting for automation, and ServiceNow utilization. Provide specific examples of scripts you've written or processes you've automated.

• Stakeholder Management Narratives: Share examples of how you managed difficult stakeholder situations, communicated complex technical issues to non-technical audiences, and built strong working relationships.

• Legal Industry Relevance: If you have legal industry experience, highlight it. If not, be prepared to articulate how your enterprise experience is transferable and how you would quickly learn the nuances of a law firm's IT environment.

Challenge Preparation:

• Incident Management Scenarios: Prepare to discuss how you would handle a major platform outage impacting partners, including communication strategies, escalation procedures, and root cause analysis.

• Process Improvement Proposals: Be ready to outline a hypothetical process improvement for a common IT support task (e.g., onboarding new users, managing software licenses) using data and proposed automation.

• Team Leadership Scenarios: Prepare examples of how you've coached team members, managed performance issues, or fostered a collaborative team environment.

📝 Enhancement Note: While a formal "portfolio submission" may not be required, candidates must be prepared to demonstrate their experience and capabilities through detailed examples and discussions, effectively acting as a portfolio review.

🛠 Tools & Technology Stack

Primary Tools:

• Microsoft 365 Suite: Deep expertise required, including administration and support for Exchange Online, Microsoft Teams, SharePoint Online.

• Azure Active Directory (AAD): Essential for identity and access management in a Microsoft-centric enterprise.

• PowerShell: Critical for automation, scripting, and administrative tasks across the Microsoft ecosystem.

• ServiceNow: The primary tool for IT Service Management (ITSM), including incident, problem, and change management, as well as asset tracking.

Analytics & Reporting:

• Microsoft 365 Admin Center Analytics: For monitoring service health and usage.

• ServiceNow Reporting Module: For generating reports on ticket volumes, resolution times, and SLA compliance.

• Custom Dashboards/Reporting Tools: Experience with tools that can aggregate data from various sources for performance monitoring and executive reporting.

CRM & Automation:

• Identity & Access Management (IAM) Systems: Primarily Azure AD, but potentially others if integrated.

• Scripting & Automation Tools: PowerShell is explicitly mentioned; other automation platforms might be relevant depending on the broader IT strategy.

• Asset Management Systems: To maintain accurate records of IT equipment inventory.

📝 Enhancement Note: The technology stack is heavily weighted towards Microsoft enterprise solutions. Proficiency with ServiceNow is a key requirement for operational processes.

👥 Team Culture & Values

Operations Values:

• Excellence in Service Delivery: A commitment to providing reliable, efficient, and high-quality IT services to support the firm's demanding operations.

• Proactive Problem Solving: A culture that encourages anticipating issues, identifying root causes, and implementing preventative measures rather than just reacting to incidents.

• Continuous Improvement: A drive to constantly evaluate and enhance IT processes, workflows, and technologies to increase efficiency and effectiveness.

• Collaboration and Teamwork: Fostering a supportive environment where team members work together, share knowledge, and assist each other to achieve common goals.

• Security and Compliance: Upholding the highest standards of data protection, confidentiality, and adherence to regulatory requirements critical for a global law firm.

Collaboration Style:

• Cross-functional Partnership: Expect close collaboration with various IT departments (e.g., Infrastructure, Cybersecurity, Application Support) to ensure integrated solutions and seamless service delivery.

• Stakeholder Engagement: A proactive approach to engaging with partners, senior management, and end-users to understand their needs, gather feedback, and communicate IT initiatives and status updates.

• Process-Oriented Communication: Regular communication regarding process changes, incident updates, and project progress, often documented through ServiceNow or formal project management channels.

• Knowledge Sharing: Encouraging the sharing of best practices, technical solutions, and lessons learned among the IT team to build collective expertise.

📝 Enhancement Note: The culture emphasizes professionalism, accountability, and a strong service orientation, crucial for supporting a high-stakes legal environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing High-Demand Support with Strategic Initiatives: Juggling daily operational demands, incident management, and stakeholder requests while also driving strategic improvements and automation.

• Managing a Large, Distributed User Base: Ensuring consistent and high-quality IT support across a significant number of users with diverse needs in a complex organizational structure.

• Maintaining Stringent Security and Compliance: Adhering to rigorous cybersecurity protocols and data privacy regulations inherent in the legal industry, which are constantly evolving.

• Driving Technology Adoption and Change: Encouraging the adoption of new technologies and processes among users who may be resistant to change, particularly in a traditional industry.

Learning & Development Opportunities:

• Advanced Microsoft 365 & Azure Training: Opportunities to deepen expertise in cloud services, identity management, and security configurations.

• IT Service Management (ITSM) Certification: Pursuing certifications in ITIL or ServiceNow to enhance skills in best-practice IT operations management.

• Leadership Development Programs: Access to training and mentorship focused on enhancing management, strategic planning, and executive communication skills.

• Exposure to Legal Technology: Gaining in-depth knowledge of specialized software and technologies used within the legal sector.

📝 Enhancement Note: This role presents significant challenges that are directly tied to opportunities for professional growth and skill enhancement within the specialized domain of legal IT operations.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to lead your team through a major IT incident. What was your approach, and what was the outcome?" (Focus on incident management, leadership, communication, and resolution)

• "How have you used PowerShell or other scripting tools to automate IT processes and improve efficiency in a previous role? Provide specific examples." (Focus on automation skills, problem-solving, and impact metrics)

Company & Culture Questions:

• "Why are you interested in working for a global law firm like Gibson Dunn, specifically in an IT operations role?" (Assess understanding of the industry and role)

• "How would you approach building and maintaining strong relationships with senior partners and executives who rely heavily on IT services?" (Focus on stakeholder management and client service mindset)

Portfolio Presentation Strategy:

• Quantify Achievements: For any project or initiative you discuss, be ready to present specific metrics demonstrating success (e.g., "Reduced ticket resolution time by 15%", "Automated X process, saving Y hours per week").

• Structure Your Narratives: Use the STAR method (Situation, Task, Action, Result) to clearly articulate your experience and the impact of your contributions.

• Showcase Technical Depth: Be prepared to explain the technical aspects of your work, particularly around Microsoft 365, Azure AD, and PowerShell scripting, in a way that is understandable but also demonstrates your expertise.

• Highlight Process Improvement: Clearly outline the "before" and "after" of any process you've improved, emphasizing the problem, your solution, and the resulting benefits.

📝 Enhancement Note: Candidates should prepare to articulate their experience using specific examples that demonstrate leadership, technical proficiency, process improvement capabilities, and strong stakeholder management skills, all within the context of an enterprise IT environment.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Gibson Dunn online application portal.

• Resume Alignment: Tailor your resume to highlight experience with Microsoft 365, Azure AD, PowerShell scripting, ServiceNow, incident management, and team leadership, explicitly mentioning any legal industry experience.

• Portfolio Readiness: Prepare specific examples and case studies that demonstrate your expertise in process automation, incident resolution, team management, and stakeholder engagement, focusing on quantifiable results.

• Company Research: Familiarize yourself with Gibson Dunn's practice areas, global presence, and recent news to understand the context of their IT operations and user needs.

• Interview Practice: Rehearse answers to common interview questions, particularly those focusing on leadership, technical problem-solving, and your approach to user experience within an IT support framework.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.