IT Supervisor

Supervise team responsible for IT support services; supervise work schedules and priorities, and participate in performance management;

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;

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;

Coordinate with other IT teams (Network Operations, Support Center, Desktop Team) on timely escalation and closure of user support hardware and software issued;

Guide 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;

Work overtime as required, in particular at month end and year-end; and

Handle additional related projects as assigned.

Requirements

Proficiencies:

Advanced to expert proficiency in Microsoft Operating Systems, including installation and configuration processes;

Advanced to expert proficiency in Microsoft Office Suite;

Advanced to expert proficiency in remote access architectures, applications and technologies (Citrix, VPN);

Advanced to expert in wireless PDA technologies (iOS);

Advanced to expert proficiency of customer service principles and practices;

Advanced proficiency in networking technologies, cabling topologies and related applications;

Advanced proficiency of practice/litigation support applications;

Advanced proficiency of Inter/Intra/Extranet technologies;

Advanced proficiency in Document Management System (WorkSite);

Knowledge of desktop imaging tools and updating processes (SCCM);

Knowledge of Active Directory, Windows Group Policies, DLL Conflicts, Windows Registry, and workstation remote control;

At least 5 years of technical experience providing technical support for Microsoft Windows Operating based desktop and laptop systems (preferred);

At least 3 years of working in a supervisory technical customer service role within a hierarchical IT environment; and

Strong written and verbal communication skills.

Qualifications:

Bachelor’s Degree (preferred) or equivalent experience;

Microsoft Certification (preferred);

At least 8 years of experience providing direct support to customers in the areas of software and hardware;

At least 8 years of experience in LN< WAN and network systems support;

At least 8 years of experience configuring, installing and maintaining client PC operating systems and related devices;

At least 7 years of professional services or law firm experience (preferred); and

At least 3 years of IT supervisory experience (preferred).