IT Support Supervisor

TEKsystems•New York, NY

1d•$100,000 - $105,000•Remote

About The Position

The IT Support Specialist Supervisor works directly with attorneys, staff, professional managers, and firm directors. The role has regular interaction with IT leadership at all levels, including IT Directors and the firm’s CIO, particularly as it relates to service delivery, operational effectiveness, training initiatives, and continuous technology improvements. The IT Support Specialist Supervisor also engages frequently with attorneys and senior leaders across all firm offices to ensure service expectations and operational standards are met. The IT Support Specialist Supervisor is responsible for the overall supervision, coordination, and effectiveness of Help Desk operations, ensuring consistent service delivery, appropriate coverage, and adherence to firm service standards and SLAs. This role exercises independent judgment and discretion in monitoring performance, identifying trends, allocating resources, and determining escalation paths. The Supervisor leads and directs assigned Support Specialists, evaluates workflow and performance, develops operational improvements, and serves as a key escalation point for complex or high impact support issues. While the role may occasionally provide hands on technical assistance as needed, the primary function of the position is supervisory, administrative, and operational leadership, rather than routine end user support. This position is designated as non-exempt and is expected to manage responsibilities to completion, which may require flexibility in work hours. While the position is remote, the firm reserves the right to withdraw approval for remote work at its discretion.

Requirements

Minimum of 2 years’ experience supporting technology in a large law firm or similarly complex professional services environment.
Demonstrated experience leading or supervising technical support staff.
Advanced proficiency in Microsoft Office 365.
Strong working knowledge of Citrix environments, including performance and connectivity troubleshooting.
Proficiency supporting Windows operating systems and common legal applications.

Nice To Haves

Bachelor’s degree.
Experience in an international law firm environment.
Demonstrated ability to analyze operational data and make independent decisions impacting service delivery.
Experience coordinating work across multiple teams or regions.
Strong communication, organizational, and leadership skills.
Proven ability to manage competing priorities in a fast paced, high pressure environment.
Ability to maintain confidentiality and exercise sound judgment.

Responsibilities

Supervise, direct, and manage a team of three to six Support Specialist I employees, including workflow oversight, task delegation, and performance management.
Responsible for hiring, performance management, disciplinary actions, and termination decisions for direct reports.
Exercise independent judgment in assigning work, setting priorities, and determining appropriate staffing levels to ensure continuous coverage and service quality.
Monitor and analyze Help Desk operations globally, including dispatch, chat, calls, and incident queues, to ensure SLA compliance and quality standards.
Identify recurring issues, trends, and systemic problems, compiling findings and determining appropriate escalation to Engineering, Security, or other IT leadership teams.
Develop, review, and deliver operational reports (weekly and ad hoc), including trend analysis, service metrics, and performance insights used by IT leadership.
Coordinate and implement process improvements, working collaboratively with IT Directors to enhance service delivery, efficiency, and user experience.
Manage projects and initiatives, including planning, delegation, timeline coordination, and follow through.
Serve as a primary escalation and decision point for complex, sensitive, or high impact support issues affecting attorneys or firm leadership.
Act as limited overflow support for end user issues during high volume periods or escalations, primarily to facilitate resolution or direct appropriate resources.
Participate in scheduled on call rotation, responding to after hours issues in accordance with firm service expectations.
Assist with testing firm deployed applications, system updates, and technical documentation.
Support employee onboarding activities, including coordination and oversight of equipment setup and account provisioning.
Review and contribute knowledge base articles and internal documentation.
Perform additional duties consistent with the supervisory and administrative nature of the role, as assigned.