Technical Support Manager

This job can also be located in Chicago, IL.Job Description:The Technology Support Manager leads the Firm’s Help Desk, overseeing both User Support Technicians and Senior Support Technicians to deliver exceptional technical support and user experiences. This role is responsible for daily operational oversight of the ITSM system (ServiceNow), ensuring SLA compliance, managing the Knowledge Base, and maintaining the highest standards of communication and technical accuracy.ESSENTIAL FUNCTIONS AND JOB RESPONSIBILITIES:Leadership & People Development• Supervise, coach, and mentor User Support and Senior Support Technicians.• Provide guidance on troubleshooting methodology, root cause analysis, and customer service best practices.• Foster development of soft skills (empathy, communication, expectation-setting) and technical skills.• Model and reinforce accountability for SLA compliance, ensuring the team consistently meets or exceeds standards for responsiveness, updates, and resolution quality.• Conduct performance reviews, set goals, and create development plans.• Recruit, train, and retain staff to ensure a high-performing and diverse team.ServiceNow & Operational Oversight• Manage daily operations in ServiceNow, ensuring tickets are assigned, updated, and resolved in compliance with SLA requirements.• Monitor open and in-progress tickets daily, ensuring meaningful updates are provided and escalations are handled properly.• Approve and maintain Knowledge Base articles, ensuring high-quality, relevant, and accessible documentation.• Perform weekly quality assurance reviews of ticket handling and communication.• Serve as escalation point for complex or sensitive tickets, working closely with Senior Support Technicians.• Partner with Subject Matter Experts in Applications, Systems, Networking, Communications/AV, Development, and Training to ensure escalations are well-documented and efficient.• Provide technical guidance and act as a resource for troubleshooting advanced or recurring issues.• Drive problem management initiatives by identifying root causes and recommending solutions.Process & Quality Improvement• Identify patterns in recurring issues and implement process improvements to reduce ticket volume and increase efficiency.• Ensure knowledge sharing and consistency across the team.KNOWLEDGE AND SKILLS REQUIRED:• Familiarity with law firm technologies: Microsoft 365, Citrix/VDI, iManage, Litera, Mimecast, Adobe Acrobat, VPNs.• Knowledge of networking, Active Directory, MFA (DUO), and endpoint management tools (Intune, etc.).• Ability to manage inventory, resources, and office-specific IT needs.• Skilled in data-driven management using metrics and reporting.EDUCATION AND EXPERIENCE REQUIRED:• Bachelor’s degree in Information Technology or related field preferred; equivalent work experience considered.• 5–7 years of IT support/help desk experience, with at least 2 years in a supervisory or managerial role.• Prior experience in law firm or professional services environment strongly preferred.