End User Experience Supervisor

AGG, an Am Law 200 firm with nearly 200 attorneys with offices in Atlanta and Washington, D.C., is seeking an End User Experience Supervisor (“EUX”) to gain a thorough understanding of our users’ needs and workflows, both existing and potential, and use that knowledge to assist in developing an enterprise roadmap to provide AGG employees, and in turn our clients, unparalleled service experience.

The EUX is responsible for leading the firm’s IT Service Desk operations, with a primary focus on the Service Now platform, which includes integration, automation, and reporting development. This role will drive continuous improvement across service delivery, optimize use of AI-driven chatbot technologies, and ensure alignment with firmwide Service Level Agreements (“SLAs”) and key performance metrics. The ideal candidate combines strong technical acumen, process-driven leadership, and a collaborative approach to managing a high-performing support team in a legal environment.

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