IT Training Manager

This job is with Goodwin, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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 diverse 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.

The IT Training Manager (the "Manager") plays a pivotal role in designing and implementing the firm's IT training program, managing IT training initiatives, and driving critical, user-facing IT communications. The IT Training Manager will manage IT training projects, serve as a key resource for application support and testing, and lead a team of IT Trainers. In addition to traditional training responsibilities, the IT Trainers function as liaisons and consultants, bridging the gap between the IT Department and the firm's user community. The IT Training team is instrumental in ensuring that core applications meet the needs of our users, supporting the efficient production of legal work and other essential tasks across the firm.

What You Will Do:

• 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 personalise 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 organisational goals.
• Analyse 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.

Who You Are:

• 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 organisation.
• 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 organisations.
• Demonstrated effectiveness in working within a team environment, presenting information and responding to questions from various organisational levels, including managers, clients, customers, and the public.
• Strong organisation and analytical skills, capable of meeting deadlines and adapting to changing priorities, whether working independently or as part of a team.
• Proficient in vendor coordination and management.
• Competent in reading, analysing and interpreting general business periodicals, professional journals, and technical procedures, as well as writing reports and business correspondence.
• Adaptable to changing priorities, able to meet deadlines and perform well under pressure.
• Capable of exercising initiative and judgment, making decisions within the scope of assigned authority.
• Exceptional written and oral communication skills, with demonstrated ability to clearly communicate complex technical concepts to non-technical colleagues.

Goodwin Procter LLP is an equal opportunity employer. This means that Goodwin Procter LLP considers applicants for employment, and makes employment decisions without unlawful discrimination on the basis of race, color, gender, gender identity or expression, age, religion, national origin, citizenship status, disability, medical condition, genetic information, marital status, sexual orientation, military or veteran status, or other legally protected status.

Goodwin is a disability-inclusive employer. Please contact us if you require any disability-related adjustments during the interview process, or would like to have a confidential conversation with a member of the recruitment team. If there are any disability-related reasons which have impacted your profile, we may also be able to make adjustments for these. Please see our Disability-Related Screening Adjustments page if this applies to you. (Disability refers to sensory and physical conditions, long-term health conditions, neurodivergence and mental health conditions).

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