IT Support Supervisor

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Support Supervisor based in the United States.

The IT Support Supervisor will lead and grow a dedicated support team serving users of a business-critical digital court reporting platform.

You’ll oversee day-to-day support operations while taking ownership of high-severity incidents where rapid resolution is essential.

The role combines people leadership, technical troubleshooting, incident management, process development, and cross-functional collaboration.

You’ll help establish support operations from the ground up, creating the runbooks, knowledge base, training resources, and workflows needed to scale effectively.

Working closely with IT, Product, Engineering, and external partners, you’ll ensure issues are triaged accurately and escalated to the right teams.

As the user base expands significantly, your leadership will help deliver fast, reliable support during live depositions and other high-stakes proceedings.

This is a founding leadership opportunity for someone who thrives under pressure and enjoys building strong teams and scalable support practices.

Accountabilities

• Lead, supervise, coach, and develop IT Support Analysts handling inbound tickets, calls, and chats.
• Manage triage and incident response for high-severity P0 and P1 incidents, coordinating cross-functional teams, communications, escalations, and service restoration.
• Ensure users receive timely support and are not left waiting, particularly when technical issues affect live proceedings.
• Review and quality-assure analyst bug reports to ensure issues are clearly documented and reproducible before escalation to engineering.
• Coordinate hardware, network, device, and deeper IT escalations with internal IT teams and managed service provider partners.
• Build, maintain, and expand knowledge bases, runbooks, troubleshooting guides, and training materials from the ground up.
• Create and manage on-call schedules, lead escalations during rotations, and facilitate post-incident reviews.
• Track and report support performance metrics, including SLAs, resolution times, on-call performance, and ticket trends.
• Oversee provisioning of product-specific hardware kits, including laptops and specialized audio mixers, with a focus on the East Coast.
• Recruit, onboard, train, and develop support team members and conduct regular performance reviews.
• Identify recurring issues and trends in support data and collaborate with Product and Engineering teams to prioritize fixes and improvements.

Requirements

• 5+ years of experience in customer-facing technical support, ideally within B2B SaaS, IT help desk, legal technology, or a similar environment.
• At least 2 years of experience in a lead or supervisory position.
• Demonstrated ability to remain calm and effective during live-event incidents where rapid restoration is critical.
• Strong technical triage skills, with the ability to distinguish product-related bugs from hardware, networking, or broader IT issues and route them appropriately.
• Excellent written communication skills, with the ability to produce clear and professional tickets, knowledge-base articles, documentation, and customer updates.
• Comfortable supporting both Windows and Mac environments, with basic networking knowledge including Wi-Fi troubleshooting, audio-device configuration, and browser diagnostics.
• Experience working with ticketing and service-management platforms such as Zendesk, ServiceNow, Jira Service Management, or similar tools.
• Familiarity with support metrics and service-level performance management.
• A self-starting, highly organized approach and the ability to create processes, playbooks, workflows, and training programs from scratch.
• Availability to participate in an on-call rotation and ability to lead and staff support rotations.
• Experience in legal technology, court reporting, or working with attorneys or paralegals is a plus.
• Familiarity with remote deposition platforms, transcription software, or audio/video capture technologies is advantageous.
• Light scripting or SQL/KQL experience for log analysis is a bonus.
• Experience coordinating with MSPs and outsourced engineering teams is preferred.
• Knowledge-base development and training-program experience are valuable additions.

Benefits

• $75,000-$90,000 annual salary, with final compensation determined by factors such as qualifications, experience, skills, seniority, geographic location, and organizational needs.
• Health insurance and employee benefits.
• 401(k) plan.
• Remote work environment.
• Per-shift stipend for on-call rotations.
• Opportunity to build and lead a dedicated support function from the ground up.
• Career growth and leadership development opportunities within a collaborative technology environment.
• Meaningful opportunity to support technology used during live legal proceedings where reliable technical support has a direct operational impact.