IT Support Analyst – Supervisor

🕒 Junho 12

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Magna Legal Services

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2007

💼 Consultoria

🛡️ Seguros

📦 Logística

💰 Debt financing em 2020-02

Consulting • Insurance • Logistics

A Magna Legal Services é uma fornecedora, com sede nos EUA, de serviços de suporte completo para contencioso para escritórios de advocacia, seguradoras, corporações e agências governamentais. A empresa oferece serviços de court reporting e depoimentos virtuais, recuperação de registros, serviços de citação, serviços investigativos e de idiomas, monitoramento de redes sociais, pesquisa e consultoria de jurados (JuryConfirm, JuryEvaluator, JuryScout), apresentação de julgamento e gráficos, e suporte relacionado ao julgamento. A Magna também produz conferências jurídicas e programas de CLE/CE e oferece ferramentas online e agendamentos em toda a nação para apoiar o litígio desde a fase de discovery até o julgamento.

Descrição

• 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

🎯 Requisitos

• 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