Job Details
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:
- 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 Firm wide 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.
- Provide guidance to the IT Service team to analyze, understand, and resolve technically complex issues through a high-level in-depth research and analysis to a high-level remediation on all incidents; and resolves technical issues.
- Work overtime as required, in particular at month end and year end; and
- Handle additional related projects as assigned.
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).