IT Support Regional Supervisor

Wilson Elser is a leading defense litigation law firm with more than 1300 attorneys in 43 offices throughout the United States. Founded in 1978, we rank among the top 100 law firms identified by The American Lawyer and 36 in the National Law Journal’s survey of the nation’s largest law firms. We’re also Mansfield Certified Plus.

Our firm is committed to attracting and retaining professionals who value each other and the service we provide by embracing Teamwork, Collaboration, Client Service, and Innovation.  If you are a motivated professional looking for a long-term fit where you can grow in a role, and will be valued and empowered, then we invite you to apply to our IT Support Regional Supervisor

This position will be working fully on site. 

The Position

The IT Support Regional Supervisor leads on-site support analysts at 8-10 office locations in the northeast region of the United States. It is expected for this role to also properly resolve any escalations involving firm hardware, software, and peripherals reported by on-site IT support teams. Concurrently, this role is a regional representative of Wilson Elser’s national IT department and expected to be on-site at an office within their group at least 3 times a week. The ideal candidate thrives on leading a team that works in a fast-paced, growing environment while providing white-glove, concierge-level services and juggling multiple demands. The On-Site IT Systems Support Supervisor works closely with Office Administrators, the Regional IT Support Managers, IT Senior Management, and a nationwide support team. This candidate should have experience with asset management, ITIL processes and procedures, and professional development. This role must be willing to travel.

Key Responsibilities:

• Work closely with Office Administrators, Regional Managing Partners, Deputy Managing Partners, and IT Management on all on-site technical support needs across region of offices.
• Ensure offices with on-site technical support receive excellent service delivery from onsite analysts.
• Provide training and guidance for all analysts on the installation, configuration, and function of all software, hardware, and peripherals distributed throughout the firm.
• Communicate meticulous user requirements with IT management and other IT teams based on requests, incidents, changes, or problems coming from on-site personnel.
• Manage relationships with vendors that must be on-site to carry out specific IT-related services across region of offices.
• Design professional development tracks for regional on-site support team to ensure growth and satisfaction in their roles on the team.
• Partner with IT managers, assets, and procurement leadership, and IT senior leadership to adhere to an efficient on-site asset management tracking system.
• Build service-based relationships with attorneys and staff across a region of offices, while utilizing exceptional customer service skills and ITIL best practices.
• Analyze metrics and behaviors in the IT ticketing system for ongoing requests for new hardware, software installations, and incidents reported by end users within region of offices and execute solutions for improvement.
• Collaborate with the IT Project Management Office to support special duties, tasks, or projects, as required of your region of offices.

Qualifications

• Minimum 5 years in technical support on IT hardware, software, and desktop peripherals, including but not limited to:
• • - Windows 10 & Windows 11 Operating Systems
    - Microsoft Office O365 with a strong acumen in Outlook
    - Desktop client v. web-based applications
    - Active Directory & Azure AD
    - Zoom Rooms & Microsoft Teams
    - Desktop Driver Controls
    - All-in-One Monitors
    - VPN, Remote Access, & Cloud Network Access
    - Virtual Desktop Environments and Functions
    - Cloud & On-Prem Telephony functions
    - Desktop imaging & BIOS controls
    - LAN and SD-WAN support
• Minimum 2 years leading teams in service delivery best practices.
• Minimum 3 years working in ITSM and ITIL environments.
• Self-starter with the ability to manage own time effectively and work autonomously.
• Ability to lift and move items up to 50 lbs.
• Ability to travel throughout the Northeast region, if needed.
• Experience working in an environment that promotes active listening, transparency, and servant leadership.
• Experience in system operations and/or administration a plus.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Certifications in CompTIA A+, CompTIA Network+, or MCDST, HDI Support Center Analyst.
• ITIL4 certification preferred (in-house training is available)
• Bachelor's degree in computer science, information technology or systems, or another related field. Or equivalent work experience.

Why Should You Apply? 

• Benefits: Outstanding benefits package, including 401k match and generous PTO plan
• Career Growth: Ample opportunities for professional development and advancement
• Employee Perks: Access to corporate discount plans and other benefits