<p>The Applications Manager for DMS (Document Management System) & Lawyer Tooling will oversee the implementation, optimization, and support of our client’s document management system (NetDocuments) and other lawyer-facing technology solutions. You will play a pivotal role in enabling secure, efficient document handling and collaboration—partnering with Legal Operations, Technology, Talent, and Practice Group stakeholders to define business requirements, manage vendor relationships, and drive system enhancements.</p><p><br></p><p>You will be responsible for ensuring excellent system performance, user adoption, and compliance with governance standards. The role requires strong technical expertise with DMS platforms, experience supporting legal professionals, and a talent for translating business needs into scalable, effective technology solutions. Success hinges on collaboration, problem-solving, and driving consistent, effective use of lawyer tooling to support firm operations and superior client service.</p><p><br></p><p>Key Responsibilities</p><p><br></p><p>Planning and Execution:</p><ul><li>Oversee DMS platform and integrations to support operational and business goals.</li><li>Evaluate existing tools and workflows; develop strategies to optimize legal productivity.</li><li>Establish and promote best practices in document management and lawyer tooling.</li><li>Coordinate feature rollouts and integrations for regulatory, security, and user experience alignment.</li></ul><p>Team Supervision and Collaboration:</p><ul><li>Lead integration efforts for lawyer tooling across the technology stack and firm operations.</li><li>Partner with functional teams to gather feedback, define requirements, and drive adoption of new tools.</li><li>Liaise between technical teams, end-users, and vendors for clear communication of capabilities.</li><li>Support training and onboarding to ensure consistent, effective use of legal technology.</li></ul><p>Operational Management and Delivery:</p><ul><li>Oversee configuration, deployment, and maintenance of the DMS, ensuring platform reliability and scalability.</li><li>Monitor system usage and performance; troubleshoot issues and implement enhancements.</li><li>Maintain up-to-date documentation for system configurations, workflows, and user guides.</li><li>Report regularly to leadership on application performance and opportunities for improvement.</li></ul><p>Process Optimization and Innovation:</p><ul><li>Stay current with emerging legal technologies and productivity tools.</li><li>Lead efforts to automate and streamline document workflows, improve search and retrieval, and enhance collaboration.</li><li>Align lawyer tooling with broader strategic goals and business needs.</li><li>Conduct end-user reviews and gather feedback for continuous solution improvement.</li></ul>
<p>The Applications Manager for CRM oversees implementation, maintenance, and optimization of client relationship management systems, primarily Salesforce and related platforms. This role is responsible for configuring CRM solutions to support business development and sales processes, including pipeline tracking, reporting, and system integration. The Applications Manager partners with Marketing, Sales, Finance, and Technology to define requirements, manage vendors, and direct system upgrades. Key duties include maintaining data integrity, driving user adoption, and training. The ideal candidate combines deep Salesforce knowledge, CRM best practices experience, and strong stakeholder engagement to translate business needs into system functionality.</p><p><br></p><p><strong>Key Responsibilities:</strong></p><p><strong>Planning and Execution</strong></p><ul><li>Technical ownership of CRM applications and business requirements alignment.</li><li>Analyze CRM effectiveness and drive strategies to optimize processes.</li><li>Promote best practices and ensure CRM alignment with other enterprise applications.</li></ul><p><strong>Collaboration and Supervision</strong></p><ul><li>Partner with IT and business stakeholders to drive CRM integration.</li><li>Support and guide team members involved in CRM projects.</li><li>Serve as liaison between technical teams, end-users, and vendors.</li></ul><p><strong>Operational Management</strong></p><ul><li>Oversee evaluation, configuration, and deployment of Salesforce features and system enhancements.</li><li>Monitor system performance, troubleshoot issues, and optimize reliability and user satisfaction.</li><li>Manage CRM software assets, licenses, and maintain compliance documentation.</li><li>Provide updates to leadership on system performance and project progress.</li></ul><p><strong>Process Improvement</strong></p><ul><li>Stay current with Salesforce and CRM technologies to recommend enhancements.</li><li>Lead initiatives to automate and streamline CRM workflows for efficiency and scalability.</li><li>Collaborate with cross-functional teams to align CRM with evolving organizational needs.</li><li>Gather end-user feedback to refine CRM solutions.</li></ul>
<p>Our client is seeking a Service Desk Manager to lead daily service desk operations, delivering efficient technology support for a global user base. The role oversees incident management, service requests, and user support to ensure high customer satisfaction and operational efficiency. You’ll work with technology, security, and business teams to resolve escalations, track performance metrics, and implement process improvements. This position is responsible for supervising service desk staff, managing support tools, and fostering a culture of accountability and continuous improvement.</p><p><br></p><p>Responsibilities</p><p><br></p><p>Planning and Execution</p><ul><li>Oversee the daily operations of the service desk, driving timely resolution of incidents and service requests.</li><li>Establish and manage problem management to identify, analyze, and resolve the root causes of recurring or significant incidents.</li><li>Develop and maintain service desk procedures, knowledge bases, and escalation protocols aligned with operational standards.</li><li>Monitor service performance metrics and implement strategies to improve response times, resolution rates, and user satisfaction.</li><li>Collaborate with Technology leadership to align service desk operations with broader IT strategies and initiatives.</li></ul><p>Team Supervision and Collaboration</p><ul><li>Lead and mentor a team of service desk analysts and support specialists, fostering a culture of responsiveness, accountability, and continuous learning.</li><li>Establish clear team roles, responsibilities, and performance standards to promote consistent service delivery across time zones and business units.</li><li>Partner with Functional Teams to align service desk support with evolving business priorities and technology strategies.</li><li>Manage and escalate incidents, implement preventative measures, and support compliance requirements.</li></ul><p>Operational Management and Delivery</p><ul><li>Manage service desk tools and platforms, including ticketing systems, remote support tools, and knowledge management systems.</li><li>Support user onboarding and offboarding (e.g., hardware provisioning).</li><li>Maintain up-to-date, accurate, and easily accessible service desk documentation to facilitate efficient issue resolution and promote knowledge sharing.</li><li>Provide regular reporting on service desk performance, trends, and improvement opportunities to company leadership.</li></ul><p>Process Optimization and Innovation</p><ul><li>Identify opportunities to automate and streamline support workflows, improving efficiency and scalability across the organization’s platforms.</li><li>Stay informed about ITSM best practices, tools, and trends to enhance service desk operations and user experience.</li><li>Lead initiatives to improve first-call resolution rates, reduce ticket volumes, and enhance self-service capabilities.</li><li>Gather feedback from users and stakeholders to refine support processes and align service delivery with strategic objectives.</li></ul>
<p>The IT Project Manager is responsible for leading the planning, execution, and delivery of technology initiatives that support strategic priorities and address critical business needs across the legal technology ecosystem. This role partners with Technology, Finance, Legal Operations, and other functional teams to define requirements, manage resources, and coordinate cross-functional execution. Key responsibilities include developing project plans, tracking milestones, mitigating risks, and engaging stakeholders throughout the project lifecycle. The position requires strong project management expertise, familiarity with professional services environments, and the ability to translate business needs into actionable project outcomes. Success depends on effective collaboration, problem-solving, and the ability to support consistent, scalable delivery of technology solutions.</p><p><br></p><p><strong>Core Responsibilities:</strong></p><p><strong>Project Planning & Delivery</strong></p><ul><li>Oversee all stages of technology projects focused on operational improvements and client service excellence.</li><li>Work with stakeholders to establish project scope, objectives, and success criteria.</li><li>Create and manage project plans, setting timelines and allocating resources in line with organizational goals.</li><li>Monitor project progress, identify and manage risks, and develop mitigation plans to ensure timely and successful delivery.</li></ul><p><strong>Team Leadership & Collaboration</strong></p><ul><li>Partner with technology teams to ensure project alignment with architecture and infrastructure standards.</li><li>Coordinate activities among internal groups and external vendors, addressing dependencies and obstacles to keep projects on track.</li><li>Lead project meetings, facilitate status updates, and maintain open communication with stakeholders.</li><li>Guide cross-functional teams through project requirements, schedules, and deliverables.</li></ul><p><strong>Operational Oversight</strong></p><ul><li>Deliver technology initiatives in accordance with established plans, budget limits, and quality benchmarks.</li><li>Report on project milestones, key performance metrics, and outcomes to senior leadership.</li><li>Maintain thorough documentation of project decisions, actions, and lessons learned to foster continual improvement.</li><li>Support change management activities including training, communications, and stakeholder engagement.</li></ul><p><strong>Process Improvement & Innovation</strong></p><ul><li>Champion enhancements to project delivery processes, tools, and methodologies.</li><li>Recommend agile or hybrid project management frameworks as appropriate for specific initiatives.</li><li>Stay informed of emerging technologies and best practices relevant to legal technology and project management.</li><li>Lead efforts that improve scalability, operational efficiency, and strategic alignment with organizational objectives.</li></ul>
