Technology Support Manager

Job Description Insight Global is seeking an a Technology Support Manager to join the IT Department of an AM 200 law firm. The Technology Support Manager leads the Firmu2019s 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. The Manager plays a critical role as a mentor, coach, and technical advisor u2014 developing troubleshooting skills, critical thinking, soft skills, and technical expertise within the team. In addition, the Technology Support Manager collaborates across departments to align technology support with organizational goals, ensuring a seamless and responsive experience for users. Above all, the Manager u201cownsu201d the outcome of support interactions, ensuring every user has a positive experience with IT and that the Firmu2019s reputation for service excellence is upheld. Essential Functions & Responsibilities u2022u2003Leadership & People Development u2022u2003Supervise, coach, and mentor User Support and Senior Support Technicians. u2022u2003Provide guidance on troubleshooting methodology, root cause analysis, and customer service best practices. u2022u2003Foster development of soft skills (empathy, communication, expectation-setting) and technical skills. u2022u2003Model and reinforce accountability for SLA compliance, ensuring the team consistently meets or exceeds standards for responsiveness, updates, and resolution quality. u2022u2003Conduct performance reviews, set goals, and create development plans. u2022u2003Recruit, train, and retain staff to ensure a high-performing and diverse team. u2022u2003ServiceNow & Operational Oversight u2022u2003Manage daily operations in ServiceNow, ensuring tickets are assigned, updated, and resolved in compliance with SLA requirements. u2022u2003Monitor open and in-progress tickets daily, ensuring meaningful updates are provided and escalations are handled properly. u2022u2003Approve and maintain Knowledge Base articles, ensuring high-quality, relevant, and accessible documentation. u2022u2003Perform weekly quality assurance reviews of ticket handling and communication. u2022u2003Create and maintain reports and dashboards in ServiceNow to visualize team performance, SLA compliance, and service trends for IT leadership. u2022u2003Track and report on key metrics, including first response time, resolution time, escalations, and survey results. u2022u2003Oversee and track IT equipment inventory across all offices, ensuring accurate asset records and minimizing loss through standardized tracking and reconciliation processes. u2022u2003Own and maintain the Firmu2019s ITSM system (ServiceNow), including configuration, workflows, report creation, and dashboard management; serve as the point of contact for ITSM-related requests from other departments and IT leadership. u2022u2003Escalation & Technical Guidance u2022u2003Serve as escalation point for complex or sensitive tickets, working closely with Senior Support Technicians. u2022u2003Partner with Subject Matter Experts in Applications, Systems, Networking, Communications/AV, Development, and Training to ensure escalations are well-documented and efficient. u2022u2003Provide technical guidance and act as a resource for troubleshooting advanced or recurring issues. u2022u2003Drive problem management initiatives by identifying root causes and recommending solutions. u2022u2003Process & Quality Improvement u2022u2003Identify patterns in recurring issues and implement process improvements to reduce ticket volume and increase efficiency. u2022u2003Ensure knowledge sharing and consistency across the team. u2022u2003Collaborate with IT leadership on departmental projects, security initiatives, and technology rollouts. u2022u2003Stay current with trends in IT support, law firm technology, and ITSM best practices. u2022u2003User Experience & Customer Service u2022u2003Take ownership of delivering a high-quality support experience for every user interaction. u2022u2003Ensure clear, professional, and empathetic communication with attorneys and staff. u2022u2003Build trust and confidence in IT by holding the team accountable for user satisfaction as well as technical accuracy. u2022u2003Additional Responsibilities u2022u2003Maintain a high level of security awareness by advising users on safe practices, ensuring personal adherence to Firm security policies, and modeling secure behavior in all interactions. u2022u2003Exercise heightened diligence in safeguarding data and systems, recognizing that elevated administrative rights require strict adherence to privacy, confidentiality, and compliance standards. u2022u2003Adhere to Firm professional dress and appearance standards when working onsite or on video calls. u2022u2003This role requires in-office work in accordance with Firm policy and may involve additional office days as business needs dictate. u2022u2003May be assigned special projects by the Director of User Engagement or CIO. u2022u2003Other duties as assigned by supervisors This role is hybrid, 2 days in-office per week and is open to all of the firm's office nationwide: Baltimore, Boston, Chicago, Ft. Lauderdale, Harrisburg, Miami, Minneapolis, Newark, New York City, Philadelphia, Princeton, Wayne, PA, West Palm Beach, Wilmington, DE or Washington, D.C. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: Skills and Requirements u2022u2003Bacheloru2019s degree in Information Technology or related field preferred; equivalent work experience considered. u2022u20035u20137 years of IT support/help desk experience, with at least 2 years in a supervisory/managerial role. u2022u2003Experience with ServiceNow or equivalent ITSM system required. u2022u2003Prior experience in law firm or professional services environment strongly preferred. u2022u2003Skilled in data-driven management and reporting. u2022u2003Strong leadership and coaching skills with proven success in developing high-performing teams. u2022u2003Expert knowledge of ITSM platforms (ServiceNow strongly preferred). u2022u2003Deep understanding of SLA-driven service delivery. u2022u2003Excellent communication and interpersonal skills, with ability to mentor both technical and soft skills. u2022u2003Strong troubleshooting and problem-solving skills. u2022u2003Familiarity with law firm technologies: Microsoft 365, Citrix/VDI, iManage, Litera, Mimecast, Adobe Acrobat, VPNs. u2022u2003Knowledge of networking, Active Directory, MFA (DUO), and endpoint management tools (Intune, etc.).

Created: 2026-04-06