Tech Support Supervisor
ORGANIZATION: International Law Firm
LOCATION: Miami, FL
COMPENSATION & BENEFITS: Base salary up to $130K, Bonus eligible, Medical and Dental Coverage; Paid Time Off; 401K; Savings Accounts; well sought after firm culture and more!
KEY RESPONSIBILITIES:
- Provide a high level of customer service
- Responsible for all the hardware technology in the office
- Create and deliver performance reviews, improvement plans and careers plans
- Bring conflicts and disagreements into the open and attempt to resolve them
- Provide input on personnel decisions
- Manage organizational and team development
- Provide expert level troubleshooting methodology
- Act as senior lead on the ground for customer escalations and resolutions
- Proficient in remote computing and Citrix experience
- Adhere to use of call ticketing system for all incidents
- Understand and follow ticket ownership guidelines and system usage
- Oversee technology support procedures and staff
- Implement and monitor call intake and referral process
- Train analysts on procedures
- Maintain analysts’ work and on-call schedules
- Resolve ticket management and referral issues
- Responsible for interviewing, hiring, teaching, monitoring, evaluating and coaching staff
- Handle disciplinary action
- Provide management reports on Technology Support operations
- Understand and assist in problem management process
- Serve as an advocate for the local office on all IT initiatives
- Act as an IT advocate for vendors and contractors
- Handle the day-to-day operations of the office
REQUIREMENTS:
- High School Diploma or equivalent
- 5+ years experience in a professional services or law firm environment
- 2+ years supervisory experience
- A+ and/or Microsoft certification is a plus!
- Audio Visual experience desirable
- Excellent ability to follow procedures and processes to ensure we remain IT Compliant
- Comfortable working with computer, printer and scanner equipment
