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IT Support Analyst Supervisor

2 months, 2 weeks ago
Anywhere
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
macOS SQL
Apply Now
Magna Legal Services

Magna Legal Services

Magna Legal Services provides comprehensive litigation support and consulting services to law firms, corporations, and governmental agencies across the nation, specializing in discovery services and jury consulting to enhance legal outcomes.

Specialized Consumer Services
251-1K
Founded 2007
View All Jobs 9

Description

  • Supervise, coach, and grow a team of support analysts handling inbound tickets, calls, and chats.
  • Own incident management and lead response for P0 and P1 production issues, including coordination, status updates, and restoration efforts.
  • Review and QA analyst bug reports for clarity and reproducibility before escalating issues to engineering.
  • Coordinate escalations with Magna IT, MSP partners, and engineering for hardware, network, device, and product issues.
  • Maintain and expand knowledge base articles, runbooks, and training materials to improve support consistency and speed.
  • Create, manage, and staff on-call schedules, handle rotation escalations, and run post-incident reviews.
  • Track, analyze, and report support metrics such as SLAs, time-to-resolution, on-call performance, and ticket trends.
  • Oversee provisioning of Maggie-specific hardware kits, including laptops and specialized mixers, with an East Coast focus.
  • Hire support team members, conduct performance reviews, and lead regular training sessions.
  • Identify recurring issues in support data and partner with Product and Engineering to prioritize fixes and improvements.

Requirements

  • 5+ years of customer-facing technical support experience in B2B SaaS, IT help desk, legal tech, or a similar environment.
  • At least 2 years of experience in a lead or supervisory role.
  • Experience handling live incidents where quick restoration and calm judgment are critical.
  • Strong triage ability to distinguish product bugs from hardware or IT issues and route them appropriately.
  • Excellent written communication skills for tickets, knowledge base content, and customer updates.
  • Comfortable supporting Windows and Mac environments with basic networking fluency, including Wi-Fi troubleshooting, audio device configuration, and browser diagnostics.
  • Experience using ticketing systems such as Zendesk, ServiceNow, Jira Service Management, or similar tools.
  • Ability to build processes, playbooks, and training materials from scratch.
  • Availability to participate in and lead on-call rotations.
  • Preferred experience in legal tech, court reporting, or working with attorneys or paralegals.
  • Preferred familiarity with remote deposition platforms, transcription software, or audio/video capture tools.
  • Preferred light scripting or SQL/KQL skills for log analysis.
  • Preferred experience coordinating with MSPs and outsourced engineering teams.
  • Preferred knowledge base authoring and training program development experience.

Benefits

  • $75,000 - $90,000 annual salary.
  • Health insurance and benefits.
  • 401(k) plan available.
  • Per-shift stipend for participating in on-call rotations.
  • Remote work arrangement.

Interested in this position?

Apply directly on the company website

Apply Now

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