Technical Lead Engineer
About The Position
TYSON & MENDES, a national insurance defense law firm with 27 locations, is seeking a Technical Lead Engineer. This candidate will be responsible for the leadership of a team ranging from two to four Technical Support Engineers. They will provide technical guidance, troubleshoot issues, and determine long-term solutions to resolve problems. The firm is an Azure cloud client and uses multiple software programs and applications to run its business. This role reports to the Director of IT Support. The Technical Support Engineer Team Lead is responsible for managing and directing a team of technical support professionals to provide expert-level IT assistance across the firm's offices. This role combines technical expertise, leadership skills, and a deep understanding of legal technology needs.
Requirements
- 5+ years of experience in IT support roles, with at least 2 years in a leadership capacity, required
- Excellent communication skills, both verbal and written
- Positive attitude, attention to detail, high EQ
- Excellent problem-solving and interpersonal skills
- Ability to work in a fast-paced environment and manage multiple priorities
- Proficiency in troubleshooting hardware and software issues
- Experience with remote support tools and ticketing systems
- Knowledge of cloud technologies and mobile device management
- Understanding of IT security best practices and compliance requirements
- Familiarity with scripting languages (e.g., PowerShell, Python) for automation
- Strong knowledge of Windows OS environments
Nice To Haves
- Familiarity with legal-specific software such as document management systems and e-discovery platforms, a plus
- ITIL certification or CompTiA, preferred
Responsibilities
- Manage and motivate a team of technical support engineers
- Collaborate with IT management to implement the best practices and drive continuous improvement
- Provide high-level technical assistance for complex issues escalated by the team
- Troubleshoot hardware, software, network, and security problems across the firm's IT infrastructure
- Manage and resolve high-priority incidents, ensuring adherence to SLAs
- Maintain expert knowledge of legal-specific applications and technologies
- Meet departmental KPIs and metrics as provided
- Analyze support metrics and user feedback to identify areas for improvement
- Implement and optimize IT service management processes and tools
- Develop and maintain documentation, knowledge base articles, and standard operating procedures
- Collaborate with other IT teams to enhance overall service delivery
- Communicate effectively with attorneys and staff at all levels of the organization
- Provide white-glove support for all users
- Conduct training sessions on new technologies and best practices
Benefits
- Overtime paid at 1.5× the regular hourly rate, as needed
- Comprehensive benefits coverage offered, including plans available at zero employee cost (average annual employee contribution for health/vision/dental coverage is $700-1,700)
- Employee Assistance Program through HealthAdvocate
- Vacation time is accrued annually at the employee’s base rate
- Paid parental leave at base pay
- Employees receive a monthly technology reimbursement of $60
- 37.5-hour standard workweek designed to promote balance and prevent burnout
- Internal diversity and inclusion programs, such as the Women’s Initiative and Young Professionals Initiative
- Firm-wide charitable giving program
- Numerous social and off-site events each year to enrich your relationships with your colleagues
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
