End User Experience Supervisor

The End User Experience Supervisor (EUX) will gain a thorough understanding of our users’ needs and workflows, both existing and potential, and use that knowledge to assist in developing an enterprise roadmap to provide AGG employees, and in turn our clients, unparalleled service experience. The End User Experience Supervisor is responsible for leading the firm’s IT Service Desk operations, with a primary focus on the ServiceNow platform, which includes integration, automation, and reporting development. This role will drive continuous improvement across service delivery, optimize use of AI-driven chatbot technologies, and ensure alignment with firmwide Service Level Agreements (SLAs) and key performance metrics. The ideal candidate combines strong technical acumen, process-driven leadership, and a collaborative approach to managing a high-performing support team in a legal environment.

Key Responsibilities

ServiceNow Platform Ownership

• Serve as the primary administrator and functional lead for the firm’s ServiceNow environment.
• Design, develop, and deploy ServiceNow workflows, automation, and dashboards that align with ITIL best practices.
• Create and maintain custom reports, KPIs, and analytics for service performance and trend analysis.
• Collaborate with infrastructure, applications, and security teams to ensure integration between ServiceNow and other firm systems.

AI and Chatbot Development

• Lead design and deployment of AI chatbot solutions integrated into ServiceNow and firm digital assets (e.g., intranet, SharePoint, Teams).
• Partner with internal communications and training teams to ensure the chatbot enhances end-user self-service and knowledge access.
• Continuously refining workflows and feedback loops to improve AI accuracy and user satisfaction.

SLA Management and Service Quality

• Define, document, and enforce service level agreements (SLAs) and operational level agreements (OLAs) across IT services.
• Establish processes for SLA monitoring, breach escalation, and remediation tracking.
• Regularly publish SLA and service performance metrics to IT leadership and stakeholders.
• Implement continuous improvement initiatives based on trend analysis and feedback.

Leadership and Team Development

• Manage a team of Service Desk Analysts and Technicians supporting the firm’s users across offices and remote locations.
• Foster a culture of accountability, collaboration, and professional growth through mentoring, performance reviews, and targeted training.
• Establish clear objectives, workload distribution, and succession planning to ensure consistent service delivery.
• Drive initiatives that enhance end-user satisfaction and overall IT service reputation within the firm.

Process and Compliance

• Ensure Service Desk operations align with ITIL, ISO/IEC 20000, and firm governance standards.
• Collaborate with the Information Security and Risk teams to ensure incident, request, and problem management processes meet compliance requirements.
• Develop and maintain documentation, runbooks, and knowledge base articles within ServiceNow.
• Assess upcoming technologies and recommend innovative use of new features and technologies with the objective of enhancing end user experience
• Review survey feedback to improve services, tools and support experience.
• Drive ticket/incident deep dives and develop strategies for improvement. Determine root cause of issues and communicate appropriately to internal and external customers.
• Be accountable for the quality of End User performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

Qualifications:

Education & Experience

• Bachelor’s degree or equivalent work experience.
• Minimum 5 years of IT Service Management experience.
• Experience in a law firm or professional services environment strongly preferred.

Technical Skills

• Strong hands-on experience with ServiceNow administration and development (reporting, dashboards, workflows, automations).
• Experience with the Microsoft ecosystem of End User Computing solutions and Service Desk platform functions
• Familiarity with ServiceNow Virtual Agent / AI chatbot frameworks and Microsoft Copilot or comparable tools.
• Proficiency in ITIL-aligned processes (Incident, Request, Change, Problem, and Knowledge Management).
• Experience with Microsoft 365, Teams, SharePoint, and Active Directory integrations.
• Knowledge of Power Automate, or similar workflow orchestration tools are a plus.
• Must be experienced in implementing changes in a Service Desk environment.

Leadership & Soft Skills

• Proven ability to lead, coach, and develop a distributed technical support team.
• Excellent communication, organizational, and stakeholder management skills.
• Strong analytical mindset and ability to translate data insights into operational improvements.
• Commitment to delivering exceptional client service in a fast-paced legal environment.
• Must be willing to be accessible during off hours to monitor applications and take action as appropriate
• Strong written and verbal communication skills

Key Performance Indicators (KPIs)

• SLA compliance rate (Incident/Request response & resolution)
• User satisfaction
• Ticket backlog and first contact resolution rate
• AI chatbot utilization and self-service adoption rates
• Staff retention and performance growth metrics

Physical Demands

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to stand, walk or sit. The employee is frequently required to reach with hands and arms. The employee is regularly required to talk or hear.
• Ability to use small tools to work on computers and computer equipment. Must also have manual dexterity to use a computer keyboard and other office equipment.

FLSA Status
Exempt

Hours
Full-time; 9:00 a.m. – 5:30 p.m., Monday-Friday
Extended hours and flexibility may be required

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

This job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.