IT Support Specialist Supervisor

IT Support Specialist Supervisor | Remote U.S | Up to $105,000

We’re working with a global professional services firm to appoint an IT Support Specialist Supervisor to lead and strengthen their Help Desk function during a period of change and growth.

This is a hands‑on leadership role suited to someone with a strong legal or professional services IT background who enjoys owning service delivery, mentoring teams, and acting as a trusted escalation point for senior stakeholders.

The role is fully remote within the U.S. (excluding a small number of states where the firm has no operational presence) and offers significant visibility, including regular interaction with IT Directors and the firm’s CIO.

The Role:

You’ll be responsible for the day‑to‑day supervision, coordination, and effectiveness of a team of Support Specialists, ensuring consistent service delivery, appropriate staffing coverage, and adherence to SLAs. While you may occasionally step in to support escalations, the role is primarily focused on leadership, operational oversight, and continuous improvement rather than routine ticket resolution.

Key Responsibilities:

• Lead, supervise, and develop a team of 3–6 Support Specialist I staff
• Own performance management, workflow allocation, and service quality
• Make independent decisions around prioritisation, escalation, and resourcing
• Monitor global Help Desk activity across calls, chat, tickets, and queues
• Identify trends, recurring issues, and systemic problems, escalating where appropriate
• Produce weekly and ad‑hoc operational reports and performance insights
• Drive process improvements in partnership with IT leadership
• Act as a primary escalation point for complex or high‑impact issues affecting attorneys and senior leadership
• Support onboarding, documentation, knowledge base updates, and service initiatives as required

Essential experience:

• Background supporting technology in a large law firm or complex professional services environment
• Proven experience leading or supervising technical support staff

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• Strong Microsoft 365 / MS Office capability
• Working knowledge of Citrix environments
• Experience supporting Windows OS and legal or enterprise applications

Nice to have:

• Experience in an international or multi‑office firm
• Exposure to service metrics, reporting, and operational data analysis
• Experience coordinating across teams or regions
• Prior project or change initiative ownership

This role requires strong professionalism, sound judgment, and confidence working with senior stakeholders. It’s ideal for someone ready to take ownership, lead by example, and help shape the future of a critical support function.