The Manager of End User Experience is responsible for overseeing the Service Desk and Desktop Engineering teams, ensuring service excellence and customer satisfaction within the firm. This role involves the management and development of personnel, including coaching, performance evaluations, and ensuring effective communication between teams. The manager also focuses on service delivery, setting performance targets, monitoring key performance indicators, and ensuring adherence to organizational policies. They assist in technical troubleshooting, incident management, and participate in projects like hardware refreshes and software deployments.

Additionally, the role involves building strong relationships with office administrators, attorneys, and other key personnel to facilitate efficient issue resolution. The manager ensures accurate asset management and oversees procedural documentation to maintain up-to-date support methods.

A bachelor’s degree is required, along with experience in customer service environments and supervising staff. Strong technical proficiency, troubleshooting skills, and experience with enterprise incident tracking systems are essential. The position demands excellent communication, leadership, and organizational skills, as well as the ability to manage stressful situations. The role includes after-hours availability, on-call rotation, and occasional travel to other firm locations.

Physical requirements are minimal, and the working environment is a standard office setting.