Manager of Technical Learning & Employee Success

Position Overview

Miles & Stockbridge has positioned itself as an AmLaw 200 firm that is global in scope and in reach. The firm maintains a reputation for a dynamic and approachable work environment that allows talented lawyers and staff from diverse backgrounds to thrive and grow. Miles & Stockbridge is seeking a strategic and relationship driven Manager of Technical Learning & Employee Success with law firm or professional services experience to strengthen firmwide training efforts. Reporting onsite daily, the successful candidate will develop, implement, and evaluate the firm’s training program through written materials, videos, lunch-&-learn sessions, online courses, and gamification. This role is responsible for delivering in-person training in all Miles & Stockbridge offices, collaborating with the Senior Support Engineer to identify training needs, and ensuring a meaningful impact on technical learning and employee success.

Key Responsibilities

• Strategic Planning & Implementation:
  • Launch a firmwide Learning Management System.
  • Enhance training programs with innovative and creative methods to ensure engagement, effectiveness, and alignment with the firm's strategic objectives.
  • Develop and implement training programs that address the firm's technology education needs based on user needs, management requests, business goals, and Help Desk patterns.
  • Establish firm-wide standards for document creation, editing, and comparison in accordance with best practices.
  • Recommend the development and implementation of training procedures and policies.
  • Implement a process for tracking projects in Smartsheet including goals and timelines for completion.
• Training Development and Delivery:
  • Measure and improve the effectiveness of training materials, identifying and correcting problem areas to ensure employee success.
  • Maintain training strategies and curricula for each software program managed by the IT department.
  • Design and maintain new employee orientation and continuing education programs tailored to specific job functions.
  • Develop and maintain reference guides and software documentation for firm employees.
  • Coordinate and schedule software training classes regularly.
  • Create and publish a training calendar with topics offered at least 3 months in advance, promoting and ensuring attendance.
  • Evaluate and review training classes offered by third-party organizations and manage these programs when necessary.
• Support and Collaboration:
  • Continuously update technical knowledge and software skills, learning new software as needed.
  • Conduct research on emerging products, services, protocols, and standards to support service desk technology procurement and development efforts.
  • Recommend training based on user Helpdesk activity.
  • Maintain a comfortable and professional learning environment in the computer classroom.
  • Oversee training staff and programs.
  • Train, coach, and mentor junior staff.

Required Qualifications

• Minimum of 3 years of experience leading technical training, with experience in a law firm or professional services environment.
• Strong familiarity with legal industry standards, workflows, and training protocols.
• Proven ability to adapt to structured environments with high attention to detail and confidentiality.
• Leadership or management experience of five (5) years or more.
• Demonstrated progressive experience in the management of a technical and training support team.
• Solid relationship management and performance management skills.
• Experience with helpdesk ticketing systems and training.
• Experience with desktop and server operating systems.
• Proven track record of developing and providing SLAs and Service Desk deliverables.
• Ability to motivate and direct staff members and subordinates.
• Exceptional collaboration, interpersonal skills, and customer service orientation.
• Proven analytical, research, and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to present ideas in a business-friendly and user-friendly language.
• Highly self-motivated and directed with keen attention to detail.

Preferred Qualifications

• Degree in a related field of study preferred.
• Training or IT Certifications preferred.

Benefits & Perks

• Compensation: $70,000 - $102,400 per year
• Schedule: 40-hour onsite work week with occasional travel
• Location: Miles & Stockbridge offices
• Benefits: Competitive benefits package including PTO, medical, dental, vision, life insurance, 401K, and firm sponsored memberships (e.g., Peloton, Norton LifeLock)