** Senior Manager - Applications & Customer Experience**

**Job Category****:** INFORMATION TECHNOLOGY **Requisition Number****:** SENIO01171 Showing 1 location **Job Details**

**Description**

Dykema Gossett PLLC, a leading national law firm, is hiring a Senior Manager Applications and Customer Experience to be a critical member of our technology organization, resident in our Chicago office. With department leadership, develop and implement firm application and service strategies using leading technologies and design thinking methods to deliver leading systems, applications, and supporting services to the firm. The Senior Manager is expected to understand the business priorities, attorney workflow and needs, as well as ensuring a customer-centric mindset.

**Objectives of this Role**

* Strategize, implement, and maintain technology and service delivery initiatives that adhere to organizational objectives.

* Maintain technology stability and harmony with systems and services focused around our end user.

* Oversee multiple teams and individuals representing application engineering, service, and support.

* Develop strategy and technology roadmap around end user computing, hardware, software, and supporting service delivery.

* Maintain technologies and services around desktop image, applications, and virtual desktop environments.

* Implement 24x7x365 technology support function at the firm leveraging internal and external resources to deliver the highest level of service.

**Responsibilities**

* Manage teams and staff of various technology expertise and abilities.

* Create individual career and learning plans to ensure continuing education and growth.

* Develop and manage budget for projects and technology enhancements.

* Work across departments to understand application needs and services and align those needs with strategic and roadmap planning.

* Be hands on, where needed, to provide technical and service direction.

* Maintain quality in the desktop and virtual application environment through rigorous testing and pilot methodologies.

* Partner with various technology groups to assure secure, well integrated systems and services through the technology stack including, but not limited to group policy, active directory, servers, networking, and remote work technologies.

* Define business needs by proactively working with internal clients to understand their objectives.

* Continuously and actively, look for and employ ways to improve processes, procedures, and the firms technology footprint.

* Lead and identify the evaluation of new products and services.

**Skills and Qualifications**

* Deep abilities managing desktop and application services at a law firm.

* Significant experience in managing support functions across multiple physical locations.

* Experience deploying software and technologies in mass using SCCM, Citrix, inTune and other technology deployment solutions.

* Hands on experience with mobile device management solutions, and various Windows and Apple systems.

* Ability to be straightforward, articulate well, and have exceptional listening skills.

**Education and Experience**

* Combined 10 years in desktop and application engineering and support services.

* Working knowledge of legal environment, business model, and operations.

* Familiarity, and past experience in various legal solutions (DMS, Financial Systems, law firm Microsoft solutions).

Dykema offers an excellent salary and benefits package, including transportation assistance. Dykema is committed to creating a diverse and inclusive work environment and is a proud equal opportunity employer.

**Qualifications**

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**Required**

**10 years:** Desktop and application engineering and support services.

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)