Description:
Support Operations Supervisor
This position will offer a hybrid schedule.
The Position
This role is responsible for operational oversight of the firm’s outsourced Service Desk provider and ensuring alignment with internal IT support teams, including onsite support and the developing Level 2 support function. The Help Desk Supervisor will ensure vendor performance, knowledge accuracy, and service readiness for new technology deployments, while supporting ITSM initiatives aligned to the firm’s service delivery roadmap.
Key Responsibilities:
- Serve as the primary operational liaison between the firm and outsourced Service Desk vendor.
- Monitor daily Service Desk queue health and escalate risks related to backlog, aging, or SLA compliance as needed.
- Escalate recurring incident trends requiring technical review by internal Level 2 support teams.
- Review QA results provided by vendor and identify coaching opportunities.
- Participate in vendor governance meetings and provide feedback on performance trends.
- Maintain escalation paths and decision routing between internal IT teams and the vendor.
- Coordinate updates to vendor-accessed knowledgebase to reflect current standards, procedures, and environment changes.
- Assist with onboarding of new services or processes into the vendor support model.
- Subject matter expert on Jira Service Management.
- Train others in use of JSM via lunch and learn and 1 on 1 support.
- Understand and execute standard operating procedures for Service Desk.
- Act as an escalation point for problems or issues, in a timely manner.
- Coordinate Service Desk participation in IT projects and ensure vendor readiness for new or changing support requirements.
- Coordinate user requirements with regional supervisors, management, and other IT teams.
- Support white-glove service expectations for attorneys and executive staff through collaboration with regional and onsite support teams.
- Coordinate with the Leads in the various regions to ensure smooth operation of the service desk. This includes understanding how the Service Desk interacts with other internal IT support teams.
- Analyze ticket trends within Jira Service Management to identify training needs or documentation gaps.
- Assist with implementation of organizational change or problem management initiatives as needed.
- Assist with documentation of Help Desk standards, policies, and procedures.
- Partner with the other leads for support and assist with Service Desk readiness for new production software or projects.
- Perform special duties, tasks, or projects, as required.
- Support Service Desk readiness for pilots, product launches, and technology upgrades in alignment with departmental roadmap.
- Participate in DR and Tabletop Exercises.
- Monitor and report on Service Desk KPIs and highlight operational risks or trends requiring leadership awareness, including: First Contact Resolution, SLA attainment, customer survey responses, ticket aging, and escalation rates.
- Present monthly service performance reporting to Service Delivery leadership.
Provide operational feedback to support refinement of escalation paths between L1 vendor and internal L2 teams.
Qualifications
- Bachelor’s Degree in Computer Science, Information Technology, or other related field, or equivalent work experience.
- Certifications in CompTIA A+, HDI Support Center Analyst, or similar certifications preferred but not required.
- ITIL 4 Foundation preferred
- Thorough understanding of PC hardware and software
- Windows 10 and Windows 11
- Understanding call center phone systems
- Microsoft Office O365 suite
- Zoom and Teams
- Desktop client and web-based applications
- Cloud services (Azure)
- Active Directory
- Wireless peripherals
- Remote access and common tools
- Virtual environments
- Laptop and desktop PCs
- LAN/WAN understanding
- Prior law firm experience a big plus
- JIRA Service Management expertise
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Self-starter with the ability to manage own time effectively and work autonomously
- Call center or Service Desk oversight a plus
- Ability to travel, when required