Tech Support Supervisor

  • Location: Miami, Florida
  • Type: Direct Hire
  • Job #673

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