Manager, IT Training

Overview

Join Goodwin’s Global Operations Team, and make a real impact on a global scale. At Goodwin, we work with some of the world’s most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. As part of the Global Operations Team – all business professionals at the firm – you’ll collaborate with colleagues from varied backgrounds and experiences, fostering an environment where cross-functional learning, networking, and collaboration are at the core of what we do.

Here, we’re not just supporting a law firm; we’re partnering with attorneys and clients to deliver cutting-edge solutions in high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions. Our commitment to integrity, ingenuity, agility, and ambition drives us, and we’re proud to have been recognised as the “Best Business Team” by The American Lawyer.

This is your opportunity to grow professionally in a dynamic, global environment, surrounded by forward-thinking peers.

• Collaborate with the Director, Service Desk & Training Operations, Managing Director, User Experience, and the CIO to develop and implement the strategic vision for the IT Training team. Conduct periodic workload and resource analysis to ensure alignment with the strategic vision and to proactively address resource gaps.
• Manage IT training projects, ensuring timely delivery within scope and budget constraints.
• Lead the design, development, and implementation of IT training content using a variety of delivery methods/platforms, leveraging AI tools such as natural language processing (NLP) systems, generative AI platforms, and automated content creation tools to enhance and personalize training experiences.
• Promote emerging technologies that could benefit the firm by helping users understand and incorporate AI, automation, and other tools effectively. Examples include AI-powered document review systems, workflow automation tools, and machine learning-based insights for data analysis.
• Coordinate the creation, review, and maintenance of all documentation related to firm-supported software.
• Recruit, develop, coach, and manage the IT Training team. Conduct regularly recurring 1:1 meetings, continuously evaluate performance and workload to ensure training initiatives are well-supported and aligned with firm priorities.
• Build and maintain strong relationships with internal clients to align IT services with organizational goals.
• Analyze Help Desk “How-Do-I” tickets and other user data to identify technology-related training needs and recommend solutions aimed at reducing the volume of tickets.
• Engage with the legal training community to stay informed about emerging technologies, training methods and other trends relevant to legal professionals and the business of law. Partner with IT senior leadership to develop and deliver firm-wide and office-specific communications, including alerts, system updates, and deployment plans.

• Bachelor’s Degree or equivalent experience.
• 5+ years of IT Training experience, including a minimum of 3 years in a role with people management responsibilities, ideally within a law firm or professional services organization.
• Strong understanding of ITIL principles; IT certifications are highly desirable.
• Knowledge of AI concepts, including machine learning (ML), deep learning, natural language processing (NLP), and generative AI.
• Experience with PC and LAN systems, along with comprehensive knowledge of Microsoft Office.
• Proficiency in Technical Training within a law firm and/or professional services environment.
• Proven project management skills with the ability to handle multiple assignments simultaneously while meeting deadlines and maintaining quality standards.
• Skilled in preparing and developing plans for projects and programs, coordinating with other departments and/or external organizations.
• Demonstrated effectiveness in working within a team environment, presenting information and responding to questions from various organizational levels,…