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Arnall Golden Gregory LLP · 1 month ago

End User Experience Supervisor

Atlanta, Georgia, United States

Full-time

Onsite

Senior Level

5+ years exp

Arnall Golden Gregory LLP is seeking an End User Experience Supervisor to lead their IT Service Desk operations and enhance service delivery for employees and clients. The role focuses on managing the ServiceNow platform, driving continuous improvement, and ensuring alignment with service level agreements while fostering a high-performing support team in a legal environment.

ConsultingLegal

H1B Sponsor Likely

Responsibilities

Serve as the primary administrator and functional lead for the firm’s ServiceNow environment

Design, develop, and deploy ServiceNow workflows, automation, and dashboards that align with ITIL best practices

Create and maintain custom reports, KPIs, and analytics for service performance and trend analysis

Collaborate with infrastructure, applications, and security teams to ensure integration between ServiceNow and other firm systems

Lead design and deployment of AI chatbot solutions integrated into ServiceNow and firm digital assets (e.g., intranet, SharePoint, Teams)

Partner with internal communications and training teams to ensure the chatbot enhances end-user self-service and knowledge access

Continuously refining workflows and feedback loops to improve AI accuracy and user satisfaction

Define, document, and enforce service level agreements (SLAs) and operational level agreements (OLAs) across IT services

Establish processes for SLA monitoring, breach escalation, and remediation tracking

Regularly publish SLA and service performance metrics to IT leadership and stakeholders

Implement continuous improvement initiatives based on trend analysis and feedback

Manage a team of Service Desk Analysts and Technicians supporting the firm’s users across offices and remote locations

Foster a culture of accountability, collaboration, and professional growth through mentoring, performance reviews, and targeted training

Establish clear objectives, workload distribution, and succession planning to ensure consistent service delivery

Drive initiatives that enhance end-user satisfaction and overall IT service reputation within the firm

Ensure Service Desk operations align with ITIL, ISO/IEC 20000, and firm governance standards

Collaborate with the Information Security and Risk teams to ensure incident, request, and problem management processes meet compliance requirements

Develop and maintain documentation, runbooks, and knowledge base articles within ServiceNow

Assess upcoming technologies and recommend innovative use of new features and technologies with the objective of enhancing end user experience

Review survey feedback to improve services, tools and support experience

Drive ticket/incident deep dives and develop strategies for improvement. Determine root cause of issues and communicate appropriately to internal and external customers

Be accountable for the quality of End User performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

Qualification

ServiceNow administrationITIL-aligned processesAI chatbot developmentMicrosoft 365Power AutomateAnalytical mindsetLeadershipCommunication skills

Required

Bachelor's degree or equivalent work experience

Minimum 5+ years of IT Service Management experience

Strong hands-on experience with ServiceNow administration and development (reporting, dashboards, workflows, automations)

Experience with the Microsoft ecosystem of End User Computing solutions and Service Desk platform functions

Familiarity with ServiceNow Virtual Agent / AI chatbot frameworks and Microsoft Copilot or comparable tools

Proficiency in ITIL-aligned processes (Incident, Request, Change, Problem, and Knowledge Management)

Experience with Microsoft 365, Teams, SharePoint, and Active Directory integrations

Must be experienced in implementing changes in a Service Desk environment

Proven ability to lead, coach, and develop a distributed technical support team

Excellent communication, organizational, and stakeholder management skills

Strong analytical mindset and ability to translate data insights into operational improvements

Commitment to delivering exceptional client service in a fast-paced legal environment

Must be willing to be accessible during off hours to monitor applications and take action as appropriate

Strong written and verbal communication skills

Preferred

Experience in a law firm or professional services environment strongly preferred

Knowledge of Power Automate, or similar workflow orchestration tools are a plus

Company

Arnall Golden Gregory LLP

Arnall Golden Gregory (AGG) is an Am Law 200 law firm with offices in Atlanta and Washington, DC.

Founded in 1949

Atlanta, Georgia, USA

201-500 employees

http://www.agg.com/

H1B Sponsorship

Arnall Golden Gregory LLP has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (2)