Role Purpose

The Supervisor, IT Site Support is responsible for ensuring the reliable operation of end-user technology, office systems, and collaboration tools to enable attorneys and business professionals to work efficiently and effectively. This role provides both hands-on technical support and leadership to the local IT support function, ensuring the timely resolution of incidents, service requests, and escalations while maintaining a high level of customer service. The successful candidate will act as a technical subject matter expert, lead technology support initiatives, mentor support team members, and collaborate with regional and global technology teams to enhance service delivery and user experience.

Key Responsibilities

Supervise, mentor, and support IT Site Support Analysts and Senior Analysts. Serve as a subject matter expert for designated technologies and support processes. Provide hands-on support for hardware, software, mobile devices, business applications, and collaboration tools. Install, configure, maintain, and troubleshoot workstations, laptops, printers, and peripherals. Own and drive incidents through resolution, engaging specialized technical resources when necessary. Support and maintain video conferencing systems, webinar platforms, meeting room technologies, and audiovisual equipment. Coordinate and participate in technology improvement initiatives across supported offices. Ensure compliance with the Firm's Information Security Management System (ISMS). Perform root cause analysis and trend identification to prevent recurring issues. Maintain accurate documentation and knowledge articles within ServiceNow and other support tools. Act as a liaison between local users, vendors, and global technology teams. Monitor service delivery performance and ensure compliance with established Service Level Agreements (SLAs). Manage employee performance, development plans, annual goal setting, and performance review processes. Assist with technology adoption, user training, and change management initiatives.

Skills and ExperienceRequired

7+ years of experience in Information Technology, Desktop Support, End User Computing, or a related field. 3–5 years of supervisory or people management experience, preferably within a law firm or professional services environment. Strong experience supporting Microsoft Windows operating systems and Microsoft Office applications. Excellent knowledge of computer hardware, workstations, laptops, mobile devices, and peripherals. Experience working within a Service Desk environment and managing support activities against established SLAs. Experience supporting video conferencing, webinar technologies, and audiovisual systems. Strong troubleshooting, problem-solving, and analytical skills. Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users. Proven ability to build relationships and work effectively with stakeholders across all levels of the organization.

Preferred

Microsoft MCP or other relevant technical certifications. ITIL Foundation or related IT Service Management certification. Experience with ServiceNow or similar ITSM platforms. Experience supporting users within a global organization. Experience with knowledge management and problem management processes.

What Success Looks Like

Delivering a high-quality end-user support experience. Leading and developing a high-performing IT support team. Driving continuous improvement initiatives and operational efficiencies. Building strong partnerships with attorneys, business professionals, vendors, and technology stakeholders. Ensuring reliable technology services while meeting established service delivery standards.