Seyfarth Shaw LLP · 14 hours ago
Regional Lead Technical Support Specialist
Atlanta, GA
Full-time
Onsite
Senior Level
5+ years expSeyfarth Shaw LLP is a law firm that values great people as the key to its success. The Lead Technical Support Specialist oversees a team of Technical Support Specialists, managing day-to-day operations, providing customer service solutions, and fostering team development.
ConsultingLegal
Responsibilities
Manage the day to day operational support, change and project management, duties and responsibilities for a team consisting of Junior and/or Senior level Technical Support Specialists
Monitor team performance on a daily basis and respond to deficiencies in a timely manner
Delegate to team members to ensure client inquiries and requests are properly handled and resolved
Provide guidance to team members on issues and resolutions they require assistance on
Manage team members schedules and schedule changes to ensure appropriate coverage that supports a high level of customer service
Team with the Director to train, develop and coach team members on a regular basis to ensure quality, customer satisfaction and continuous learning
Deliver feedback to team members on performance including disciplinary actions. Participates in the performance review process. Develops and presents appropriate goals and objectives for team development and performance
Participate in the hiring and termination of team members with the Director of User Services
Facilitate and promote a team culture that encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the Firm
Lead process and organizational development and improvements where necessary
Collaborate with IT leadership to identify and facilitate issue prioritization and decision making processes
Identify and report status of critical incidents and problems to IT leadership
Oversee Audio/Visual and Video Conferencing set-ups and aspects of AV/VC support in the local office
Oversee and track all equipment maintenance, including contacting the engineering team and/or vendor for support as require
Provide back up support and/or assist primary team member responsible for AV/VC as required when they are absent or if additional help is required
Participate in after-hours domestic and international AV/VC meetings as required
Review asset management activities on a daily basis. Ensure inconsistencies are rectified and resolved in a timely manner
Provide world class concierge level of technical support desk side for hardware and software
Utilize incident management system to properly document and escalate issues as they are reported
Ensure escalations from the Service Desk are prioritized properly and status communicated to the client in a timely matter
Perform advanced troubleshooting and research of incidents and problems
Collaborate within the larger IT support team to ensure the highest level of customer support and resolution
Visit offices at a minimum quarterly to develop and maintain strong relationships with team members, office leadership, and office attorneys and staff
Ensure all office integrated conference rooms are kept in appropriate working order
Seek and identify opportunities to enhance the clients experience with the Firm’s technology
Provide after hours availability to assist with client serve delivery, system maintenance, and as needed
Qualification
Required
Advanced knowledge with Microsoft Windows 10 and Microsoft Office 365 within a professional services organization
Advanced knowledge and support of various mobile email devices
Advanced knowledge of hardware (desktop/laptop) deployment methods using an image deployment tool
Expert knowledge on using and troubleshooting Audio/Visual and Video Conferencing systems and software
High level of client service orientation a must
Ability to handle conflict and difficult situations within a technical and client service environment
Strong ability to adapt to changing technology within a professional services organization
Proven leadership skills, characteristics, and track record of achieving client service results
A Bachelor's Degree or Equivalent Experience
A minimum 5-8 years of general IT support experience in the legal environment
A minimum 3 years of supervisory experience
Company
Seyfarth Shaw LLP
High stakes. High volume. High impact.
1001-5000 employees
H1B Sponsorship
Seyfarth Shaw LLP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (1)
2022 (2)
2021 (2)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Paul Pryzant
Partner
Recent News
bloomberglaw.com
2026-01-06
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