Deskside Support Supervisor – Law Firm Technology & Application Support

Deskside Support Supervisor – Law Firm Technology & Application Support

*** This is an ON-SITE position. 5 days a week in the office in their DC headquarters ***

Overview

The Deskside Support Supervisor leads a team responsible for delivering comprehensive Windows-based support and application support services to attorneys, staff, and stakeholders within a law firm environment. This role involves overseeing incident management, service requests, and technology projects, including supporting law firm-specific applications such as iManage, NetDocuments, Aderant, Elite 3E, and other practice management tools. The Supervisor ensures smooth operations of both hardware and software systems, with a particular focus on Active Directory management, password resets, and email and Teams video support.

This position blends technical expertise with leadership, providing direct hands-on support for approximately 50% of the time, while managing the day-to-day operations of the deskside support team. The Supervisor works closely with Workplace Support Managers and Directors to enhance team performance, improve support processes, and deliver high-quality user support.

Key Responsibilities

• Law Firm Application Support: Provide specialized support for document management systems (iManage, NetDocuments), time & billing software (Aderant, Elite 3E), eDiscovery tools, and practice management platforms.
• Windows-based Support: Troubleshoot and resolve Windows OS issues (Windows 7, 10, and 11), as well as provide hardware and software support for laptops, desktops, printers, and mobile devices used by attorneys and staff.
• Active Directory & Password Resets: Manage Active Directory accounts, assist with user account creation, password resets, and handle user/group permissions.
• Email & Teams Video Support: Provide support for email systems (Microsoft Outlook), Teams video calls, and collaboration tools, ensuring seamless communication across the firm.
• Incident & Request Management: Monitor and prioritize support tickets in ServiceNow, ensuring timely resolution of hardware, software, and law application issues.
• Team Coordination & Supervision: Assign and track workload for team members to ensure tasks are completed on time, to standards, and appropriately documented.
• Technology & AV Support: Oversee trial and hearing technology setups, as well as support audio/visual conferencing for client meetings and internal events.
• Customer Support: Offer face-to-face, remote, and phone support to attorneys and staff, assisting with the usage of law firm applications, laptops, devices, and technical tools.
• Project Management & Process Improvement: Lead and assist with firmwide IT projects, collaborating with vendors and internal teams to ensure timely and efficient project completion.
• Security & Compliance: Ensure adherence to firm security policies, including support for remote access, VPN configurations, and multi-factor authentication (MFA).
• Performance & Development: Provide feedback, coaching, and conduct performance reviews for team members, ensuring adherence to firm standards.
• Professionalism & Communication: Foster positive relationships with internal and external stakeholders, ensuring clear communication and exceptional service delivery across all levels of the firm.

Required Skills & Qualifications

• Experience Leading IT Support Teams in a law firm or professional services environment.
• Expertise in Law-Specific Applications, including document management (iManage, NetDocuments), billing systems (Aderant, Elite 3E), and case management tools.
• Windows-based Support: Solid experience in supporting Windows OS (7, 10, and 11) including troubleshooting hardware/software issues, printer configurations, and device management.
• Active Directory Management: Experience with Active Directory for user creation, permissions, password resets, and account troubleshooting.
• Email & Teams Support: Proficient in supporting email systems (primarily Outlook) and Microsoft Teams, including Teams video calls and integration with other tools.
• Strong Communication Skills: Ability to translate technical jargon into non-technical language for users at all levels within the firm.
• Project Management Skills: Ability to manage multiple tasks and priorities under tight deadlines, including coordinating with vendors and internal teams for software rollouts and technology projects.
• ITSM Tools Expertise: Experience using ServiceNow or similar service management tools for managing incident, request, and asset management.
• Customer-Focused Support: Demonstrated ability to provide outstanding customer service via face-to-face, remote, and phone support.
• Security & Compliance Knowledge: Understanding of IT security protocols, including remote access, VPN, and multi-factor authentication (MFA).

Why This Role is Important

As the Deskside Support Supervisor, you will ensure that attorneys and staff can focus on their core responsibilities without worrying about technology disruptions. By combining your leadership, technical support expertise, and knowledge of law firm-specific applications, you’ll directly impact the firm’s productivity, security, and client service quality.