IT Technical Support Supervisor

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There's no denying our work is demanding, both in volume and pace, but we're up for the challenge. We love the balance of hard work and fun - so, you'll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has purpose. You aren't afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren't afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We're better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It's a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people's lives. Come be a part of something special, where you can have an impact and be valued just for being you!

OVERVIEW:

Berry Appleman & Leiden is not your typical law firm when it comes to technology. We've built an in-house Products team from the ground up that is dedicated to building the best technology in our industry. Our Products Team supports our flagship SaaS product, Cobalt, which won the SIIA CODiE award for "Best Legal Solution" in 2020, was a 2020 Tech Titans Finalist for Corporate Innovation and won the 2021 Law.com award for Most Innovative Operations Team. We've also built our industry's first mobile application, a new B2C mobile app and we're looking for new trails to blaze this year!

We are seeking a dynamic and experienced Supervisor of Local Support to lead our dedicated team of Desktop Support Technicians. This role is pivotal in ensuring the smooth operation of our IT support services, maintaining high standards of customer satisfaction, and driving continuous improvement initiatives. The ideal candidate will possess strong leadership skills, technical proficiency, and a passion for delivering exceptional IT support.

Responsibilities:

• Supervise and empower a team of Desktop Support Technicians, fostering a culture of collaboration, accountability, and excellence.

• Provide guidance, coaching, and mentorship to team members to enhance their skills and professional development.

• Oversee and coordinate daily support activities, ensuring timely resolution of technical issues and meeting service level agreements (SLAs).

• Identify opportunities for process improvements and implement effective strategies to enhance operational efficiency.

• Manage the ticketing system, prioritizing and delegating tasks to ensure prompt resolution of incidents and service requests.

• Conduct thorough root cause analysis for recurring issues and implement preventive measures to minimize future disruptions.

• Lead and coordinate IT projects, including system upgrades, hardware/software deployments, and infrastructure enhancements.

• Collaborate with cross-functional teams to define project objectives, allocate resources, and monitor progress to achieve successful outcomes.

• Cultivate strong relationships with vendors, service providers, and internal stakeholders to optimize service delivery and resource utilization.

• Act as a primary point of contact for escalations and facilitate effective communication between parties to resolve issues promptly.

• Develop and deliver training programs for team members to enhance technical skills, customer service excellence, and adherence to best practices.

• Conduct regular performance reviews and provide constructive feedback to support individual growth and team cohesion.

• Generate comprehensive reports and analysis on support metrics, service trends, and customer feedback to drive data-driven decisions and continuous improvement efforts.

• Monitor key performance indicators (KPIs) and implement corrective actions as necessary to maintain service quality and meet organizational objectives.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related discipline is preferred.

• Relevant certifications such as ITIL, CompTIA A+, CompTIA Network+, or equivalent are advantageous.

• 1-2 years of experience in a supervisory role within IT support or a related field.

• Strong leadership capabilities with the ability to motivate and inspire a team towards achieving common goals.

• Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders.

• In-depth knowledge of IT support processes, tools, and methodologies, with experience in IT service management (ITSM) frameworks preferred.

• Demonstrated proficiency in project management, problem-solving, and decision-making.

Join our team and play a pivotal role in shaping the future of our IT support services while fostering a culture of innovation, collaboration, and excellence. If you are a motivated leader with a passion for delivering outstanding support experiences, we invite you to apply and be part of our journey towards success.