Director, Digital User Experience

About the role

K&L Gates is seeking a Director, Digital User Experience, a firmwide technology leader responsible for the strategy, service model, operating framework, and day-to-day delivery of the firm’s end-user technology support and digital workplace experience.

Responsibilities

• Define and lead the firmwide Digital User Experience strategy, establishing a long-term vision for how attorneys and allied professionals interact with technology.
• Provide unified leadership and operational accountability across the Global Service Desk, US and Europe/Middle East deskside support, Global Document Processing, and Digital Workplace Engineering functions.
• Own end-to-end service delivery for the Global Service Desk, including incident, request, problem, and major-incident management.
• Direct the US and Europe/Middle East deskside support teams, aligning staffing, coverage models, and on-site service standards to the needs of each office.
• Oversee the Global Document Processing team, ensuring timely, accurate, and secure document design, creation, formatting, and processing services.
• Lead the Digital Workplace Engineering function responsible for the configuration, integration, automation, and lifecycle management of Microsoft 365 and other collaboration, productivity, and endpoint platforms.
• Establish an enterprise End User Experience Management (EUEM) and Digital Employee Experience (DEX) program to measure technology performance, user sentiment, adoption, and productivity outcomes.
• Drive the development of self-service, knowledge management, and digital support capabilities to enable users to resolve common technology issues efficiently.
• Develop and execute a support and workplace modernization roadmap focused on automation, proactive and predictive support models, AI-assisted service delivery, and emerging workplace technologies.
• Champion the firm’s workplace technology adoption and enablement strategy, ensuring employees successfully adopt new technologies, collaboration platforms, automation capabilities, and AI-enhanced services.
• Serve as executive sponsor for Voice of the Customer programs, creating formal mechanisms to gather, analyze, and act upon feedback from attorneys, allied professionals, office leadership, and business services departments.
• Establish experience-focused performance measures and executive dashboards, providing leadership with visibility into service performance, technology adoption, employee sentiment, service friction, and the business impact resulting from technology investments.
• Manage the operating and capital budgets, vendor relationships, managed-service partners, and contracts for the functions within scope.
• Provide coaching, guidance, and development to the senior leadership and management team, building a customer-centric, high-performance culture grounded in service excellence, empathy, accountability, and continuous improvement.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field; advanced degree preferred.
• At least ten years of progressive leadership experience within enterprise technology support, service management, digital workplace, or IT operations environments.
• Demonstrated experience leading large-scale service desk, deskside support, or end-user computing organizations within a complex global enterprise environment.
• Experience leading a digital workplace engineering or Microsoft 365 platform function, including collaboration, endpoint, and productivity technologies.
• Expert knowledge of IT service management principles and frameworks, including incident, problem, change, and continual service improvement practices; ITIL certification preferred.
• Experience establishing and managing service level metrics, executive dashboards, performance scorecards, and customer and digital experience measurement programs.
• Proven ability to lead organizational transformation initiatives involving automation, self-service technologies, AI-enabled support tools, or digital workplace modernization.
• Strong financial and operational management skills, including budgeting, forecasting, vendor management, contract negotiation, and resource planning.
• Exceptional stakeholder management and communication skills, with experience partnering effectively with executive leaders, business stakeholders, and technical teams.

Skills

• Strong understanding of endpoint technologies, collaboration platforms, modern workplace services, cybersecurity considerations, and enterprise technology ecosystems.
• Ability to analyze operational data, identify performance trends, and translate insights into actionable service improvements and business value.
• Knowledge of process-improvement methodologies, e.g., Lean or Six Sigma, a plus.
• Commitment to fostering an inclusive, collaborative, and high-performance team culture focused on innovation, accountability, and exceptional client service.

Pay

The compensation salary for this position will be determined during the interview process and will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors, with a range of $170,513 - $341,034 per year.