Technology Support Manager

Technology Support Manager

Office Location: Open

Department: Information Technology

Reports To: Director of User Engagement

FLSA Status: Full-time/Exempt

Position Summary:

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.

The Manager plays a critical role as a mentor, coach, and technical advisor — 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 "owns" the outcome of support interactions, ensuring every user has a positive experience with IT and that the Firm's reputation for service excellence is upheld.

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.
• Create and maintain reports and dashboards in ServiceNow to visualize team performance, SLA compliance, and service trends for IT leadership.
• Track and report on key metrics, including first response time, resolution time, escalations, and survey results.
• Oversee and track IT equipment inventory across all offices, ensuring accurate asset records and minimizing loss through standardized tracking and reconciliation processes.
• Own and maintain the Firm's 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.

Escalation & Technical Guidance

• 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.
• Collaborate with IT leadership on departmental projects, security initiatives, and technology rollouts.
• Stay current with trends in IT support, law firm technology, and ITSM best practices.

User Experience & Customer Service

• Take ownership of delivering a high-quality support experience for every user interaction.
• Ensure clear, professional, and empathetic communication with attorneys and staff.
• Build trust and confidence in IT by holding the team accountable for user satisfaction as well as technical accuracy.

Additional Responsibilities

• Maintain 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.
• Exercise heightened diligence in safeguarding data and systems, recognizing that elevated administrative rights require strict adherence to privacy, confidentiality, and compliance standards.
• Adhere to Firm professional dress and appearance standards when working onsite or on video calls.
• This role requires in-office work in accordance with Firm policy and may involve additional office days as business needs dictate.
• May be assigned special projects by the Director of User Engagement or CIO.
• Other duties as assigned by supervisors

Knowledge and Skills Required:

• Skilled in data-driven management and reporting.
• Strong leadership and coaching skills with proven success in developing high-performing teams.
• Expert knowledge of ITSM platforms (ServiceNow strongly preferred).
• Deep understanding of SLA-driven service delivery.
• Excellent communication and interpersonal skills, with ability to mentor both technical and soft skills.
• Strong troubleshooting and problem-solving skills.
• 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.

Education and Experience Requirements:

• 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/managerial role.
• Experience with ServiceNow or equivalent ITSM system required.
• Prior experience in law firm or professional services environment strongly preferred.

Pay Type:

• Salary

Compensation:

The pay for this position will be determined based on relevant skills, experience, education, external market data, internal equity, and other job-related factors. The anticipated pay range for this role is between $130k - $160k annually.

Saul Ewing follows a hybrid work schedule. Candidates must reside within a reasonable commuting distance of one of our office locations. Travel between Firm offices may be required.