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SalaryHarbor is seeking a Vice-President of User Experience (IT) to join our growing team. The VP of User Experience is responsible for developing, leading, and managing Harbor's internal and external help desk resources, with a drive to provide outstanding service and experience to all harbor colleagues, regardless of seniority or role. This individual is a hands-on strategic leader within the IT function that will report to the Senior Vice President of IT. This can be a hybrid position from either Chicago, IL or Moncton, NB or can work anywhere remotely in Canada or the US.
Responsibilities:
- Lead the strategy, design and implementation of help desk infrastructure and resources, both internal to Harbor and with external vendors.
- Be a model of outstanding service and experience to all colleagues, regardless of seniority or role.
- Deliver innovative and efficient end-to-end User Experiences that meet business objectives and anticipate diverse individual user needs.
- Develop and drive process standards across a global organization.
- Build and maintain a strong team and department culture focused on exemplary customer service.
- Provide regular and ongoing mentorship, coaching, and developmental opportunities for each individual team member.
- Provide strategic direction, functional expertise and support to IT and other Harbor business leaders and executives regarding help desk operations and end-User Experience.
- Other projects as needed/assigned.
Qualifications:
- Bachelor's degree in IT or a related field is required.
- 10-15 years of hands-on experience in IT, including user/client support and help desk operations.
- Proven strong ITSM process knowledge.
- Experience with Professional Services environments, including Mergers & Acquisitions, is highly desired.
- Strong negotiation and consultative skills with the ability to effectively partner with and influence people at all levels.
- Exceptional intellectual curiosity, analytical thinking and independent problem-solving skills.
- Strong written and oral communication skills.
- Highly collaborative and adept at working in a fast-paced, growth-oriented organization.
- Excellent leadership skills, including the ability to develop highly organized and motivated teams.
- Able to travel as needed.
About Us:
Harbor is the preeminent provider of expert services across strategy, legal technology, operations, and intelligence. Our globally integrated team of 800+ strategists, technologists, and specialists navigate alongside our clients – leading law firms, corporations, and their law departments – to provide essential resources and invaluable insights. Anchored in a rich heritage of deep knowledge, steadfast relationships, and mutual respect, our unwavering dedication lies in shaping the future of the legal industry and fostering enduring partnerships within our community and ecosystem.
Harbor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, marital status, civil union status, national origin, ancestry, age, parental status, disabled status, veteran status, or any other legally protected classification, in accordance with applicable law.
