Role Title: IT Supervisor - needs to have experience in a law firm
Employment: Perm
Annual Salary: $115,000
Preferred Location: San Francisco - 5 days onsite.
Benefits:
Medical, Dental, Vision, Life/AD&D, Long Term Care, and Short- and Long-Term Disability
Flexible Spending Account and Health Savings Account
Healthcare Concierge and Advocacy
Voluntary 401k Plan and Profit Sharing
10 Paid Holidays per year and a generous PTO program
Family Support including Pediatric Mental Health and Parental Support, Paid Parental Leave, Fertility Benefits, and Breast Milk Shipping
Back-up Childcare, Elder Care, and Tutoring
Wellness Programs (Employee Assistance Program, Mental Health, and Well-Being Events)
Retirement Plan Consulting
Anniversary Bonus Program
Professional Development Programs
Transportation Allowance and Commuter Benefits
International Travel Insurance
Auto/Home/Legal Insurance
Pet Insurance
Employee discounts
Annual Bonus: All employees are eligible for a  discretionary bonus and merit increase based on individual contribution and firm profitability.
Role Description:
Supervise team responsible for IT support services; supervise work schedules and priorities and participate in performance management.
Supervise the IT Service process to ensure timely and high-quality service delivery, IT reporting systems usage compliance, and documentation and procedures are aligned with solutions provided.
Supervise the local implementation of firm-wide IT projects, initiatives and related deployments, and special projects as assigned by the IT Regional Manager or Director of IT Service.
Coordinate with other IT teams (Network Operations, Support Center, Desktop Team) on timely escalation and closure of user support hardware and software issued.
Provide guidance to the IT Service team to analyze, understand, and resolve technically complex issues through high-level in-depth research and analysis to a high-level remediation on all incidents; and resolve technical issues.
Work overtime as required, at month end and year-end; and
Handle additional related projects as assigned.
Requirements:
Advanced to expert proficiency in Microsoft Operating Systems, including installation and configuration processes.
Advanced to expert proficiency in Microsoft Office Suite.
Advanced to expert proficiency in remote access architectures, applications, and technologies (Citrix, VPN).
Advanced to expert in wireless PDA technologies (iOS);
Advanced to expert proficiency of customer service principles and practices.
Advanced proficiency in networking technologies, cabling topologies and related applications.
Advanced proficiency of practice/litigation support applications.
Advanced proficiency of Inter/Intra/Extranet technologies.
Advanced proficiency in Document Management System (WorkSite).
Knowledge of desktop imaging tools and updating processes (SCCM).
Knowledge of Active Directory, Windows Group Policies, DLL Conflicts, Windows Registry, and workstation remote control.
At least 5 years of technical experience providing technical support for Microsoft Windows Operating based desktop and laptop systems (preferred)
At least 3 years of working in a supervisory technical customer service role within a hierarchical IT environment.
Strong written and verbal communication skills.
Qualifications:
Bachelor's Degree (preferred) or equivalent experience.
Microsoft Certification (preferred).
At least 8 years of experience providing direct support to customers in the areas of software and hardware.
At least 8 years of experience in LAN< WAN and network systems support.
At least 8 years of experience configuring, installing, and maintaining client PC operating systems and related devices.
At least 7 years of professional services or law firm experience.