Winston & Strawn
Chicago - Tier I, Technical Support Supervisor
Winston & Strawn, Chicago, Illinois, United States, 60290
Chicago - Tier I, Technical Support Supervisor
Join to apply for the
Chicago - Tier I, Technical Support Supervisor
role at
Winston & Strawn LLP Chicago - Tier I, Technical Support Supervisor
Join to apply for the
Chicago - Tier I, Technical Support Supervisor
role at
Winston & Strawn LLP Get AI-powered advice on this job and more exclusive features. About Us
For professional staff, Winston & Strawn presents an exciting opportunity to be a part of a leading global law firm. With our commitment to excellence, diversity, a collaborative work environment, and an emphasis on professional growth, Winston offers a platform for individuals seeking to advance their careers in a dynamic and rewarding environment. Winston is known for its collaborative and collegial culture. We believe teamwork is an essential component in providing high-quality legal services and we value the talents and skills of our entire professional staff team. About Us
For professional staff, Winston & Strawn presents an exciting opportunity to be a part of a leading global law firm. With our commitment to excellence, diversity, a collaborative work environment, and an emphasis on professional growth, Winston offers a platform for individuals seeking to advance their careers in a dynamic and rewarding environment. Winston is known for its collaborative and collegial culture. We believe teamwork is an essential component in providing high-quality legal services and we value the talents and skills of our entire professional staff team.
Position Summary
This role coordinates, develops, leads, and manages the Tier I Technical Support call center team, ensuring high technical expertise and quality customer service. The position requires hands-on Tier I Technical Support knowledge and skills, including troubleshooting hardware and software issues, managing ticket process flow, and providing remote support. Additionally, the role involves monitoring system performance, conducting regular training sessions for the support team, and implementing best practices for incident management resolution.
Duties And Responsibilities
Coordinate daily schedules of support team (this includes breaks, lunches, training, meetings, project assignments, etc.) Ensure Tier I team have the necessary resources daily to service our attorneys and professional staff. Primary point of contact for Tier I support personnel. Manage requests to Technical Support Center via telephone and e-mail to ensure courteous, timely, and effective resolutions. Monitor system dashboards to ensure calls are not queued and abandoned calls stay below our service level agreement thresholds. Monitoring calls and metrics, providing feedback, coaching, and reporting on data. Provide hands-on technical support including answering telephones, communicating with customers, diagnosing hardware and software malfunctions, troubleshooting problems, installing new software on customer machines. Consulting with technical or operations personnel to resolve complex systems issues Assist in employee selection process, and on-going performance evaluations. This includes reviewing Tier I phone quality, escalation percentage / first call resolution, and ticket documentation with each specialist monthly. Analyze performance of Tier I activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Basic Qualifications
5+ years of previous Information Services support experience required. 3+ years of previous Supervisor/Lead experience required. Must live within a commutable distance to the firm office with the ability to come into the office 3-4 days per week.
COMPETENCIES:
Previous experience in a technical support role providing high quality customer service. Law firm experience strongly preferred. Exceptional written and oral communication skills. Extensive software application knowledge including Windows 10&11, iOS devices, mobile devices (Intune, Okta) and Microsoft desktop applications (Outlook, Word, Excel, PowerPoint). Strong interpersonal skills to interact with all levels of customers. Ability to maintain a flexible work schedule (cover extended shift hours when necessary). Proven track record of developing and meeting service level agreements and help desk deliverables. Ability to develop relationships and foster teamwork at all levels of the organization. Ability to work independently and collaboratively. Ability to effectively prioritize and execute tasks in a high-pressure environment. General knowledge level of all aspects of an Information Technology environment and resources. Hands-on software and hardware troubleshooting experience. Proven analytical and problem-solving abilities.
Benefits
Winston offers comprehensive benefits that provide a full spectrum of coverage and support for our full-time employees and their families. Additional information about benefits and rewards can be found here .
SALARY
Illinois based applicants only : The target annual salary range for this role is currently $97,000-$113,000 based on a regular, full-time schedule. The amount of compensation offered will be determined by several factors, including but not limited to experience, qualifications, market data and internal equity. Total compensation includes a comprehensive healthcare benefits package, yearly retirement contribution, and may include an annual discretionary merit bonus.
We are an equal opportunity employer and welcome applicants from all backgrounds and experiences.
Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Information Technology Industries
Law Practice Referrals increase your chances of interviewing at Winston & Strawn LLP by 2x Sign in to set job alerts for Technical Support Supervisor roles.
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Join to apply for the
Chicago - Tier I, Technical Support Supervisor
role at
Winston & Strawn LLP Chicago - Tier I, Technical Support Supervisor
Join to apply for the
Chicago - Tier I, Technical Support Supervisor
role at
Winston & Strawn LLP Get AI-powered advice on this job and more exclusive features. About Us
For professional staff, Winston & Strawn presents an exciting opportunity to be a part of a leading global law firm. With our commitment to excellence, diversity, a collaborative work environment, and an emphasis on professional growth, Winston offers a platform for individuals seeking to advance their careers in a dynamic and rewarding environment. Winston is known for its collaborative and collegial culture. We believe teamwork is an essential component in providing high-quality legal services and we value the talents and skills of our entire professional staff team. About Us
For professional staff, Winston & Strawn presents an exciting opportunity to be a part of a leading global law firm. With our commitment to excellence, diversity, a collaborative work environment, and an emphasis on professional growth, Winston offers a platform for individuals seeking to advance their careers in a dynamic and rewarding environment. Winston is known for its collaborative and collegial culture. We believe teamwork is an essential component in providing high-quality legal services and we value the talents and skills of our entire professional staff team.
Position Summary
This role coordinates, develops, leads, and manages the Tier I Technical Support call center team, ensuring high technical expertise and quality customer service. The position requires hands-on Tier I Technical Support knowledge and skills, including troubleshooting hardware and software issues, managing ticket process flow, and providing remote support. Additionally, the role involves monitoring system performance, conducting regular training sessions for the support team, and implementing best practices for incident management resolution.
Duties And Responsibilities
Coordinate daily schedules of support team (this includes breaks, lunches, training, meetings, project assignments, etc.) Ensure Tier I team have the necessary resources daily to service our attorneys and professional staff. Primary point of contact for Tier I support personnel. Manage requests to Technical Support Center via telephone and e-mail to ensure courteous, timely, and effective resolutions. Monitor system dashboards to ensure calls are not queued and abandoned calls stay below our service level agreement thresholds. Monitoring calls and metrics, providing feedback, coaching, and reporting on data. Provide hands-on technical support including answering telephones, communicating with customers, diagnosing hardware and software malfunctions, troubleshooting problems, installing new software on customer machines. Consulting with technical or operations personnel to resolve complex systems issues Assist in employee selection process, and on-going performance evaluations. This includes reviewing Tier I phone quality, escalation percentage / first call resolution, and ticket documentation with each specialist monthly. Analyze performance of Tier I activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Basic Qualifications
5+ years of previous Information Services support experience required. 3+ years of previous Supervisor/Lead experience required. Must live within a commutable distance to the firm office with the ability to come into the office 3-4 days per week.
COMPETENCIES:
Previous experience in a technical support role providing high quality customer service. Law firm experience strongly preferred. Exceptional written and oral communication skills. Extensive software application knowledge including Windows 10&11, iOS devices, mobile devices (Intune, Okta) and Microsoft desktop applications (Outlook, Word, Excel, PowerPoint). Strong interpersonal skills to interact with all levels of customers. Ability to maintain a flexible work schedule (cover extended shift hours when necessary). Proven track record of developing and meeting service level agreements and help desk deliverables. Ability to develop relationships and foster teamwork at all levels of the organization. Ability to work independently and collaboratively. Ability to effectively prioritize and execute tasks in a high-pressure environment. General knowledge level of all aspects of an Information Technology environment and resources. Hands-on software and hardware troubleshooting experience. Proven analytical and problem-solving abilities.
Benefits
Winston offers comprehensive benefits that provide a full spectrum of coverage and support for our full-time employees and their families. Additional information about benefits and rewards can be found here .
SALARY
Illinois based applicants only : The target annual salary range for this role is currently $97,000-$113,000 based on a regular, full-time schedule. The amount of compensation offered will be determined by several factors, including but not limited to experience, qualifications, market data and internal equity. Total compensation includes a comprehensive healthcare benefits package, yearly retirement contribution, and may include an annual discretionary merit bonus.
We are an equal opportunity employer and welcome applicants from all backgrounds and experiences.
Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Information Technology Industries
Law Practice Referrals increase your chances of interviewing at Winston & Strawn LLP by 2x Sign in to set job alerts for Technical Support Supervisor roles.
Schaumburg, IL $97,200.00-$121,500.00 3 weeks ago eBilling Systems and Implementations Supervisor
Chicago, IL $109,300.00-$144,600.00 8 hours ago Chicago, IL $80,000.00-$120,000.00 1 week ago Machine Maintenance Supervisor Manufacturing
Chicago, IL $75,000.00-$95,000.00 5 days ago Rosemont, IL $60,000.00-$70,000.00 1 week ago Maintenance Supervisor-Overnight Shift - Bellwood, IL
Bensenville, IL $65,000.00-$75,000.00 4 days ago Maintenance Supervisor - Great Central Brewing Company
Chicago, IL $90,000.00-$100,000.00 1 week ago Northlake, IL $75,000.00-$90,000.00 21 hours ago Leader-NAM Technical and Support Aftermarket
Chicago, IL $125,100.00-$232,300.00 2 months ago Northbrook, IL $110,000.00-$138,000.00 2 weeks ago Aftermarket and Technical Support Leader-NAM
Chicago, IL $125,100.00-$232,300.00 1 month ago Maintenance Supervisor- Uptown La Grange
Bellwood, IL $80,325.00-$112,455.00 5 months ago Wood Dale, IL $60,000.00-$70,000.00 1 week ago Chicago, IL $65,000.00-$79,040.00 1 week ago Northbrook, IL $90,000.00-$90,000.00 7 months ago Maintenance Supervisor- Uptown La Grange
Multi-Site Maintenance Supervisor - ReNew Des Plaines
Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr