[Remote] IT Support Analyst Supervisor

Note: The job is a remote job and is open to candidates in USA. Magna Legal Services provides end-to-end legal support services to law firms, corporations, and governmental agencies throughout the nation. They are seeking an IT Support Analyst Supervisor to lead the support analyst team, manage incident responses, and improve support processes for their digital court reporter product, Maggie.

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
• Build Maggie Specific hardware kits that include laptops and specialized mixers (East Coast)
• Watch for patterns and flag them to the product team

Skills

• 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)
• 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

Benefits

• Per-shift stipend

Company Overview