Technical Support Manager

Location: Hybrid 2 days onsite in Chicago

Duration: Perm, Direct Hire

Job Overview: Insight Global is seeking a Technology Support Manager for an AM 200 law firm. This role leads the Help Desk team, ensuring high-quality technical support and a strong user experience.

The manager oversees daily Service Now operations, enforces SLA compliance, manages reporting and knowledge base content, and drives continuous improvement across support processes. This role also serves as a key leader, developing team members and partnering across IT to deliver efficient, user‑focused support.

Key Responsibilities:

• Lead, coach, and develop Help Desk staff (User & Senior Support Technicians)
• Drive accountability for SLA performance, service quality, and communication standards
• Conduct performance management, hiring, and team development

Service Now & Operations

• Oversee ticket lifecycle, ensuring SLA compliance and quality updates
• Manage knowledge base content and perform QA reviews
• Build and analyze reports on key metrics (response time, resolution, CSAT, etc.)
• Maintain ITSM system configuration, workflows, and dashboards
• Track IT asset inventory across offices

Escalation & Technical Support

• Act as escalation point for complex issues
• Partner with SMEs across infrastructure, apps, and networking
• Provide guidance on troubleshooting and root cause analysis

Process Improvement

• Identify trends and drive improvements to reduce ticket volume and increase efficiency
• Promote knowledge sharing and consistent support practices
• Support IT initiatives, rollouts, and security efforts

User Experience

• Ensure a high‑quality, responsive support experience
• Maintain clear, professional communication with attorneys and staff
• Build trust in IT through strong service delivery

Required

Skills & Experience:

• Bachelor’s degree in IT or related field preferred (or equivalent experience)
• 5–7 years of help desk/IT support experience, including 2+ years in a leadership role
• Hands‑on experience with Service Now or similar ITSM platform
• Experience in a law firm or professional services environment preferred
• Strong leadership, coaching, and team development skills
• Data‑driven mindset with experience reporting on KPIs and performance metrics
• Deep understanding of SLA‑driven service delivery and IT support operations
• Strong troubleshooting and problem‑solving abilities
• Excellent communication and interpersonal skills
• Familiar with tools/technologies such as Microsoft 365, Citrix/VDI, iManage, Litera, Mimecast, Adobe, VPNs
• Working knowledge of Active Directory, networking, MFA (DUO), and endpoint management (Intune)