Information Technology Supervisor

Role Title: IT Supervisor – needs to have experience in a law firm

Employment: Perm

Annual Salary: $125,000

Preferred Location: San Francisco – 5 days onsite.

Benefits:

• Medical, Dental, Vision, Life/AD&D, Long Term Care, and Short- and Long-Term Disability
• Flexible Spending Account and Health Savings Account
• Healthcare Concierge and Advocacy
• Voluntary 401k Plan and Profit Sharing
• 10 Paid Holidays per year and a generous PTO program
• Family Support including Pediatric Mental Health and Parental Support, Paid Parental Leave, Fertility Benefits, and Breast Milk Shipping
• Back-up Childcare, Elder Care, and Tutoring
• Wellness Programs (Employee Assistance Program, Mental Health, and Well-Being Events)
• Retirement Plan Consulting
• Anniversary Bonus Program
• Professional Development Programs
• Transportation Allowance and Commuter Benefits
• International Travel Insurance
• Auto/Home/Legal Insurance
• Pet Insurance
• Employee discounts

Annual Bonus: All employees are eligible for a  discretionary bonus and merit increase based on individual contribution and firm profitability.

Role Description:

• 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 high-level in-depth research and analysis to a high-level remediation on all incidents; and resolve technical issues.
• Work overtime as required, at month end and year-end; and
• Handle additional related projects as assigned.

Requirements:

• 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.
• 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 LAN< 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.
• At least 3 years of IT supervisory experience.