Remote Document Support Supervisor

Remote Document Support Supervisor - evening shift – for a prominent global law firm client.

The hours for this position are 3:00 pm – 11:30 pm ET, Monday–Friday; remote with occasional onsite and on-call availability.

This role is part of the Document Support Services team responsible for providing document formatting and support. This role oversees the team, ensuring requests are completed promptly, with accuracy, quality, and integrity of documents. This role leads the service/delivery of document support services, maintains service levels, and upholds customer quality expectations.

Responsibilities: Leads the global Document Support Services staff to provide timely, accurate, and courteous services. Supervise team of Document Support Specialists, including coaching and delegating work. Analyzes Document Support tickets, trends, and workflows to identify problem areas, and improve business processes. Works with the Director of IT Service Management to establish performance reporting for monitoring overall success. Oversees work of the document support team while creating, revising, and converting various types of documents. Conducts review of documents for accuracy/delivery of request. Ensures adherence to procedures/standard resolution times. Coordinates with managers/supervisors from across departments to agree upon service requests/timing for completion. Stays current with document management technology best practices. Trains Document Support Specialists as assigned. Ensures that document support services remain available during office emergencies.

Qualifications: College degree is preferred. IT Certification(s) preferred. Five or more years of relevant experience in a large law firm. Proven success working in a time-sensitive, high-visibility environment. Demonstrated experience in user-focused service improvements in a law firm. Knowledgeable of applications/technologies common to a law firm such as Microsoft Office, Adobe Acrobat, Kofax, Litera Compare, DocXTools, Best Authority. Knowledge of leading service desk performance indicators/service level standards. Strong service orientation. Prior success managing a team. Highly motivated, analytical, organized, and efficient. Excellent problem-solving skills. Ability to work well under pressure. Flexibility for OT.

Salary $92k - $151k based on experience and location.