IT Support Center Supervisor

Paul Hastings•Washington, DC

1d•$95,300 - $135,000

About The Position

Paul Hastings is seeking an IT Support Center Supervisor to oversee the day-to-day operations of the firm's outsourced IT Support Center and ensure high-quality, customer-focused support. The role is the primary operational liaison with the support center provider, monitoring service performance, driving accountability, managing escalations, and ensuring adherence to service management processes. The Supervisor also assists with administration and continual improvement of contact center and service management platforms, including Five9 and ServiceNow, and partners with IT leadership, engineering teams, and the provider to improve service delivery, workflows, reporting, and technology support for attorneys and staff. The position oversees outsourced support center operations, service quality, customer experience, contact center platform operations, ServiceNow and ITSM process governance, performance management and reporting, escalation and incident support, and continuous improvement. It monitors service levels, ticket queues, quality and customer satisfaction, and operational metrics; coordinates responses to customer-impacting issues and major incidents; and recommends corrective actions and sustainable improvements. It also supports personnel onboarding and readiness, new service introductions, and modernization work involving contact center technology, ServiceNow, automation, analytics, and customer experience. The position is regular and exempt, and is based in New York or Washington, D.C. The stated Washington, D.C. salary range is $95,300 to $135,000 annually; actual pay may vary based on experience, qualifications, education, certifications, and location. Eligible employees may participate in the firm's benefits program and may earn bonuses based on individual contribution and firm profitability.

Requirements

At least three years of experience overseeing IT Support Center, Service Desk, or contact center operations.
Experience managing an outsourced service provider or working in a vendor-supported service delivery model.
Hands-on experience with ServiceNow or a comparable enterprise ITSM platform.
Working knowledge of ITIL practices, including Incident, Request, Escalation, Knowledge, and Major Incident Management.
Working knowledge of contact center capabilities such as skills-based routing, IVR and call flows, quality management, and operational reporting.
Experience analyzing operational data, service levels, quality results, and customer feedback to drive measurable improvements.
Strong communication, customer service, and problem-solving skills.
Ability to manage competing priorities, coordinate across technical teams, and operate effectively in a fast-paced environment.

Nice To Haves

Experience administering a cloud-based contact center platform.
Experience in a law firm or professional services environment.
ITIL Foundation, ServiceNow, contact center platform, or related certification.

Responsibilities

Serve as the primary operational point of contact for the outsourced IT Support Center provider.
Oversee daily service delivery against service-level agreements, key performance indicators, quality standards, and customer satisfaction expectations.
Monitor ticket queues, support interactions, staffing coverage, workload distribution, and call activity to maintain service levels and address operational issues.
Attend provider operational reviews and track action plans, service gaps, and corrective measures through completion.
Manage operational escalations and coordinate resolution of customer-impacting issues with vendor leadership and internal IT teams.
Identify service trends, risks, and improvement opportunities and work with the provider to implement sustainable solutions.
Review quality assurance results, customer feedback, and support interactions to identify coaching, training, and process improvement opportunities.
Partner with vendor leadership to improve analyst performance, knowledge use, documentation, communication, and issue resolution.
Monitor customer satisfaction trends and recommend ways to improve service quality, responsiveness, and consistency.
Serve as an escalation point for support issues requiring supervisory attention and ensure consistent customer communications across support channels.
Assist with administration, configuration, and ongoing support of the firm's contact center platform.
Support call routing, skills-based routing, IVR and call flow configuration, callback capabilities, agent and supervisor profiles, reason codes, queues, and reporting.
Collaborate with internal teams, the outsourced provider, and platform support resources to troubleshoot routing, call quality, access, integration, and platform issues.
Monitor contact center dashboards and reports for trends, service risks, and opportunities to improve operational performance.
Participate in platform testing, release validation, implementation activities, and continuous improvement involving the contact center platform and integrations.
Ensure support center operations align with ServiceNow workflows and established IT service management processes.
Monitor the quality and consistency of Interactions, Incidents, Requests, and Knowledge activities completed by the support center.
Validate ticket quality, including descriptions, categorization, configuration item selection, priority, assignment, routing, and documentation.
Support ServiceNow queue management, workflow improvements, operational reporting, and service delivery enhancements.
Reinforce adherence to Incident, Request, Escalation, Major Incident, and Knowledge Management processes.
Promote effective use of knowledge articles and work with process owners to address content or workflow gaps.
Analyze operational measures including average speed of answer, average handle time, abandonment rate, first-contact resolution, SLA attainment, backlog, aging, and customer satisfaction.
Use contact center and ServiceNow data to identify trends, explain performance results, and recommend corrective or preventive actions.
Oversee escalations and participate in after-hours escalation coverage as required.
Coordinate communications between the outsourced support center and internal technology teams during priority and major incidents.
Ensure escalations include appropriate context, impact, urgency, troubleshooting details, ownership, and documentation.
Support timely and consistent customer communications during service disruptions.
Recommend improvements to tools, workflows, call flows, knowledge, reporting, and support processes.
Partner with IT leadership, Local Support, and other teams to coordinate support delivery, align operational priorities, and ensure consistent IT service.
Assist with onboarding, access, training, and readiness activities for outsourced support center personnel.
Support new service introductions and operational transitions by helping define procedures, routing, knowledge, reporting, and support expectations.
Contribute to Support Center modernization initiatives involving contact center technology, ServiceNow, automation, analytics, and customer experience.

Benefits

Medical, dental, vision, life/AD&D, long-term care, and short- and long-term disability coverage
Flexible Spending Accounts and Health Savings Account
Healthcare Concierge and Advocacy
Lifestyle Spending Account
Voluntary 401(k) plan and profit sharing
10 paid holidays per year and a generous PTO program
Paid parental leave and family support, including fertility benefits, breast milk shipping, backup child care, elder care, and tutoring
Wellbeing programs, including an Employee Assistance Program, relationship support, mental health resources, menopause and midlife health, and wellbeing events
Retirement Plan Consulting
Anniversary Bonus Program
Professional Development Programs
Transportation and commuter benefits
International travel insurance
Critical illness, hospital indemnity, and accident insurance
Auto, home, and pet insurance
Prepaid legal insurance
Employee discounts
Opportunity to earn bonuses based on individual contribution and firm profitability