Position Description: Modern Family Law, a boutique law firm which specializes in Family Law, is looking for a compassionate, innovative, and respected Supervisor, Technical Support to support our dynamic team of professionals in providing superior service to our clients. Modern Family Law offers dynamic compensation, a wide array of benefit selections, and a culture built on family. To be successful in this role, the incumbent in this position would be expected to do the following: Team Leadership and Management - Manage a team of two helpdesk employees, overseeing daily operations and ensuring high levels of customer service.
- Train, coach, and mentor helpdesk staff, promoting continuous improvement and development.
- Conduct regular performance reviews and manage staff scheduling to ensure adequate coverage and support.
Technical Support and Troubleshooting - Provide advanced technical support and guidance in the use of SaaS applications including Salesforce, Zoom, NetDocuments, HubSpot, and O365.
- Develop troubleshooting protocols and guides for common issues and ensure the helpdesk team is proficient in these procedures.
- Oversee the resolution of escalated issues, ensuring they are resolved in a timely and effective manner.
Systems Management - Monitor and maintain the performance of all SaaS applications, ensuring optimal usability and minimal disruption.
- Coordinate with vendors and service providers to resolve any issues or outages.
- Ensure all systems are compliant with IT security policies and practices.
User Training and Support - Develop and deliver training programs for end-users to enhance their understanding and efficient use of various systems and applications.
- Create and maintain documentation for end-users, including FAQs, instructional guides, and troubleshooting tips.
- Manage the helpdesk ticketing system, ensuring all issues are logged, tracked, and resolved.
Project Management - Lead and manage IT projects related to upgrades, migrations, or implementations of new technologies.
- Collaborate with other departments to understand their technical requirements and provide IT solutions that align with the firm’s goals.
Reporting and Analytics - Generate and review analytics on helpdesk performance, identifying trends and areas for improvement.
- Prepare regular reports for senior management detailing helpdesk activity and system performance.
- Other duties and projects as assigned.
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Position Requirements: - As our culture is remote-first, all employees are expected to have the capability to work from home with a reliable internet connection and to set up a workstation that supports productive work during normal business hours.
- A minimum of an associate’s degree in information technology, Computer Science, or related field.
- Proven experience in technical support or helpdesk leadership, preferably in a law firm or similar professional environment.
- Strong understanding of SaaS platforms, particularly Salesforce, Zoom, NetDocuments, HubSpot, and O365.
- Excellent problem-solving, communication, and interpersonal skills.
- Strong leadership skills with the ability to motivate and guide a team.
- Experience with helpdesk software and remote troubleshooting
- High level knowledge and experience working with the Microsoft Suite of products such as Word, Excel, and PowerPoint; Adobe; and Zoom Conferencing Technology.
- Those who speak foreign languages (e.g. Spanish, Japanese, Cantonese, Tagalog) are strongly encouraged to apply.
Skills and Competencies: - Ability to communicate professionally and interact effectively with all levels of personnel, including management staff and support staff
- Ability to be a proactive self-starter who understands the details within a much larger context
- Demonstrated attention to detail, reliability and ability to learn new technology quickly
- Excellent client service skills and ability to work on multiple matters simultaneously in an organized manner and under minimal supervision
- Flexibility and able to respond quickly and positively to shifting demands
- Position periodically requires off-site work at a war room or the courthouse when the case goes to trial
- Position also requires the ability to work under pressure to meet strict deadlines
- Able to sit for extended periods of time at a desk while typing, using a mouse, and looking at a computer screen.
- Ability to work evenings and weekends as necessary to handle routine or emergent issues.
- Able to communicate verbally and in writing using a telephone, text messaging, or emails.
- Ability to stand, sit, bend over, and lift items from the ground exceeding 10lbs to a height from between one’s waist to eye level.
ADA Compliance: All candidates and incumbents are expected to perform the duties as assigned so long as they can meet the expectations set forth with or without reasonable accommodations. Should a candidate or incumbent require accommodation, they need to advise the Director of People Operations in advance. |
