IT Support Analyst – Supervisor
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Job Description
Lead and develop the Maggie Support Analyst team at Magna Legal Services providing remote legal tech support. Manage incident response and build knowledge base for court reporters.
Responsibilities:
- Supervise and coach analysts handling inbound tickets, calls, and chats from court reporters using Maggie
- Triage high-severity incidents and lead incident response for P0/P1 events (coordinate cross-team response, status updates, and restoration)
- Review and QA analyst bug reports for clarity and reproducibility before escalating to Restless Labs / engineering
- Coordinate with Magna IT for hardware, network, and device escalations and with MSP partners when deeper IT work is required
- Maintain and expand the knowledge base, runbooks, and training materials so common fixes are faster and repeatable
- Create and manage on-call schedules, handle escalations during rotations, and run post-incident reviews
- Track and report support metrics (SLAs, time-to-resolution, on-call performance, ticket trends)
- Build and oversee Maggie-specific hardware kit provisioning (East Coast focus: laptops and specialized mixers)
- Hire and grow the support team, conduct performance reviews, and run regular training sessions
- Watch for patterns in support data and work with Product and Engineering to prioritize fixes and feature work
Requirements:
- 5+ years in customer-facing technical support (B2B SaaS, IT help desk, legal tech, or similar) with at least 2 years in a lead/supervisory role
- Calm under pressure — experienced with live event incidents where quick restoration is critical
- Strong triage instincts — can rapidly distinguish product bugs from hardware/IT issues and route appropriately
- Excellent written communication — tickets, KB articles, and customer updates must be clear and professional
- Comfortable on Windows and Mac with basic networking fluency (Wi-Fi troubleshooting, audio device configuration, browser diagnostics)
- Experience with ticketing systems (Zendesk, ServiceNow, Jira Service Management, or similar) and support metrics
- Self-starter — able to build processes, playbooks, and training from scratch
- Available for on-call rotation; able to lead and staff rotations (per-shift stipend)
- Bonus points
- Experience in legal tech, court reporting, or working with attorneys or paralegals
- Familiarity with remote deposition platforms, transcription software, or audio/video capture tools
- Light scripting or SQL/KQL skills for log analysis
- Prior experience coordinating with MSPs and outsourced engineering pods
- Knowledge base authoring and training program development experience
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