IT Supervisor

5 days in office**

The IT Supervisor will supervise assigned office(s) IT daily operations, staff, and reporting systems compliance, providing expert-level technology customer service and keeping management apprised of changes.

In this capacity, the IT Supervisor will:

1. Supervise team responsible for IT support services; supervise work schedules and priorities, and participate in performance management;
2. Supervise the IT Service process to ensure timely and high-quality service delivery, IT reporting systems usage compliance, and documentation and procedures are aligned with solutions provided;
3. Supervise the local implementation of Firmwide IT projects, initiatives and related deployments, and special projects as assigned by the IT Regional Manager or Director of IT Service;
4. Coordinate with other IT teams (Network Operations, Support Center, Desktop Team) on timely escalation and closure of user support hardware and software issued;
5. Provide guidance to the IT Service team to analyze, understand, and resolve technically complex issues through high-level in-depth research and analysis to a high-level remediation on all incidents; and resolve technical issues;
6. Work overtime as required, in particular at month end and year-end; and
7. Handle additional related projects as assigned.

Proficiencies:

1. Advanced to expert proficiency in Microsoft Operating Systems, including installation and configuration processes;
2. Advanced to expert proficiency in Microsoft Office Suite;
3. Advanced to expert proficiency in remote access architectures, applications and technologies (Citrix, VPN);
4. Advanced to expert in wireless PDA technologies (iOS);
5. Advanced to expert proficiency of customer service principles and practices;
6. Advanced proficiency in networking technologies, cabling topologies and related applications;
7. Advanced proficiency of practice/litigation support applications;
8. Advanced proficiency of Inter/Intra/Extranet technologies;
9. Advanced proficiency in Document Management System (WorkSite);
10. Knowledge of desktop imaging tools and updating processes (SCCM);
11. Knowledge of Active Directory, Windows Group Policies, DLL Conflicts, Windows Registry, and workstation remote control;
12. At least 5 years of technical experience providing technical support for Microsoft Windows Operating based desktop and laptop systems (preferred);
13. At least 3 years of working in a supervisory technical customer service role within a hierarchical IT environment; and
14. Strong written and verbal communication skills.

Qualifications:

1. Bachelor s Degree (preferred) or equivalent experience;
2. Microsoft Certification (preferred);
3. At least 8 years of experience providing direct support to customers in the areas of software and hardware;
4. At least 8 years of experience in LN< WAN and network systems support;
5. At least 8 years of experience configuring, installing and maintaining client PC operating systems and related devices;
6. At least 7 years of professional services or law firm experience (preferred); and
7. At least 3 years of IT supervisory experience (preferred).

Employees will be provided with an excellent career opportunity in a collaborative environment and a generous total compensation package with the opportunity to earn bonuses based on individual contribution and firm profitability.