Senior Manager Application Support
Core
Strategic operational partner leading people, processes, and operational practices for critical practice-of-law software products and legal technology.
Role type
Senior Manager, Application Support & IT Service Management
Builds
Reliable, secure, and user-focused application services across the full lifecycle of legal operations
Domain
Legal industry / Legal Technology / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Incident and problem management, vendor coordination, system patching and upgrades, adoption and workflow optimization, security compliance, ITIL/ITSM best practices, servant leadership, stakeholder management
Preferred skills
iManage, Intapp, Box, Litera Create, Logikcull/Reveal, Microsoft 365, document automation, low-code workflow platforms, ISO 27001, CEDs
Technologies
Intapp, iManage, Box, Litera Create, Logikcull/Reveal, Microsoft 365, document automation, workflow platforms
Responsibilities
Lead daily application support and incident management for critical practice-of-law software products; Manage, coach, and develop supervisors, technical support analysts, and system administrators; Coordinate with software vendors and internal stakeholders on major fixes, releases, integrations, system patches, and contract management; Monitor system usage, adoption, and service metrics to identify friction points and recommend improvements; Partner with Security and Risk teams to maintain compliance and support data privacy and information security requirements; Partner with DevOps, Data Services, and Infrastructure teams to support a cloud-first strategy, integrations, resilience, and system continuity; 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
Seniority
Senior Manager, strategic leadership & team development