Senior Manager Application Support
Wilson Elser - Business & Legal Professionals · New York, New York · $175k–$200k
Posted by Wilson Elser - Business & Legal Professionals on their careers site · View the original posting
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The posting, as Wilson Elser - Business & Legal Professionals wrote it
At Wilson Elser , we are redefining what it means to work at a national law firm. With more than 1,400 attorneys across 46 offices nationwide, we are recognized among the top 100 law firms by The American Lawyer and ranked #30 in the National Law Journal’s survey of the nation’s largest law firms.
Our continued success is built on a culture of collaboration, innovation, client service, and mutual respect. We are committed to fostering an environment where employees are empowered to grow their careers, contribute meaningfully, and thrive professionally.
The Position
The Senior Manager of Application Support is the right hand and strategic operational partner to the Director of IT Service Management & Governance, to whom this role reports directly. In a legal-industry environment, the role leads the people, processes, and operational practices that support critical practice-of-law software products and related legal technology, including Intapp, iManage, Box, Litera Create, Logikcull/Reveal, Microsoft 365, document automation, and workflow platforms. The role ensures reliable, secure, and user-focused application services across the full lifecycle of legal operations, including service delivery, incident and problem management, upgrades, integrations, adoption, and continuous improvement. The role models servant leadership and contributes to a collaborative, transformative, and innovative IT department.
Key Responsibilities
- Lead daily application support and incident management for critical practice-of-law software products, including Intapp, iManage, Box, Litera Create, Logikcull/Reveal, Microsoft 365, document automation, workflow platforms, and related legal technology; track service availability, performance, and user-impact metrics.
- Manage, coach, and develop supervisors, technical support analysts, and system administrators through a servant-leadership approach that builds accountability, capability, and trust.
- Coordinate with software vendors and internal stakeholders on major fixes, releases, integrations, system patches, and contract management for supported applications.
- Monitor system usage, adoption, and service metrics; identify friction points and recommend process, workflow, and user-experience improvements.
- Partner with Security and Risk teams to maintain compliance and support data privacy and information security requirements.
- Partner with the DevOps, Data Services, and Infrastructure teams to support a cloud-first strategy, integrations, resilience, and system continuity.
- Partner with senior leadership to ensure seamless onboarding, integration, and technology readiness for lateral hires.
- Advise and support IT leadership on ISO 27001 certification and information security best practices.
- Champion and train the IT organization in ITIL/ITSM best practices for change, incident, problem, and service-request management, promoting a consistent and collaborative approach to service delivery.
Qualific
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ccess to corporate discount plans and other benefits
Wilson Elser welcomes submissions of candidates for our open positions exclusively from recruitment agencies with an active, signed fee agreement who have been granted access to a position through our dedicated Recruitment Agency Portal. We are unable to consider submissions from recruitment agencies without a current (dated as of 7/1/2024) agreement in place. We appreciate your understanding. For collaboration inquiries or to establish an agreement, please contact us at talentacquisition@wilsonelser.com .
Wilson Elser is committed to a collegial work environment in which all individuals are treated with respect and dignity. It is the Firm's policy that employment will be based on merit, qualifications, and competence. Further, employment decisions will be made without regard to an applicants race, color, age, sex, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation or preference, gender identity, physical or mental disability, status as a victim of domestic violence, sex offenses, or stalking, past or present service in the uniformed services or application or obligation to serve in the uniformed services, or any other characteristic protected by law.
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