The PositionThe 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.
Qualifications- Experience supporting or managing critical practice-of-law platforms, including iManage, Intapp, Box, Litera Create, Logikcull/Reveal, Microsoft 365, document automation, workflow platforms, and related legal technology.
- Background managing hybrid, cloud-based, and legacy/on-premises enterprise systems.
- Familiarity deploying and supporting document automation and low-code workflow platforms, integrations, and process improvements.
- Proficient in legal-industry best practices and non-invasive data governance frameworks.
- Detail-oriented with strong organizational and communication skills; able to manage multiple workstreams and stakeholder groups simultaneously.
- Demonstrated servant-leadership mindset; collaborative, adaptable, and comfortable leading through ambiguity and change in a transformative and innovative environment.
- Bachelor's Degree in IT, Computer Science, or a related field, or equivalent work experience, required.
- iManage, ISO 27001, CEDs, and other relevant certifications are a plus.
Wilson Elser offers a competitive salary and benefits package designed to support our attorneys both professionally and personally.
A variety of factors are considered in making compensation decisions, including but not limited to experience, education, licensure and/or certifications, geographic location, market demands, other business and organizational needs, and other factors permitted by law. Final salary wages offered may be outside of this range based on other reasons and individual circumstances. This position is considered full-time and therefore qualifies for benefits including 401(k) retirement savings plan, medical, dental, vision, disability, and life insurance. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
Salary Range:
$175,000-$200,000 USD
Why Should You Apply? - Benefits: Outstanding benefits package, including 401k match and generous PTO plan
- Career Growth: Ample opportunities for professional development and advancement
- Employee Perks: Access 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 [redacted]. 
