IT Support Center Supervisor

Paul Hastings is a leading international law firm that provides innovative legal solutions to many of the world's top financial institutions and Fortune Global 500 companies. With a strong presence throughout the U.S., Asia, Europe, Latin America, and the Middle East, we have the global reach and extensive capabilities to provide personalized service wherever our clients’ needs take us. As one of the world’s leading law firms, we seek dynamic individuals who share our commitment to service, innovation, and professional growth.

Job Title

IT Support Center Supervisor

Location

New York, Washington, D.C.

Regular/Temporary

Regular

Job Description Summary

We have an opening for an IT Support Center Supervisor.

The IT Support Center Supervisor is responsible for overseeing the day-to-day operations of the firm's outsourced IT Support Center, ensuring the delivery of high-quality, customer-focused support services. This role serves as the primary operational liaison between the firm and its support center provider, monitoring service performance, driving accountability, managing escalations, and ensuring adherence to established service management processes. In addition to operational oversight, the Supervisor assists with the administration and continuous improvement of the firm's contact center and service management platforms, including Five9 and ServiceNow. The role partners closely with IT leadership, engineering teams, and the outsourced provider to improve service delivery, optimize workflows, enhance reporting, and ensure reliable, responsive, and efficient technology support for attorneys and staff.

Job Description

In this capacity, the IT Support Center Supervisor will:

Outsourced Support Center Operations

• Serve as the primary operational point of contact for the outsourced IT Support Center provider;
• Oversee daily service delivery and ensure performance aligns with established service-level agreements, key performance indicators, quality standards, and customer satisfaction expectations;
• Monitor ticket queues, support interactions, staffing coverage, workload distribution, and call activity to maintain service levels and address operational issues;
• Attend operational reviews with the outsourced provider and assist with tracking action plans, service gaps, and corrective measures through completion;
• Manage operational escalations and coordinate timely resolution of customer-impacting issues with vendor leadership and internal IT teams; and
• Identify service trends, risks, and improvement opportunities and work with the provider to implement sustainable solutions.

Service Quality and Customer Experience

• Review quality assurance results, customer feedback, and support interactions to identify coaching, training, and process improvement opportunities;
• Partner with vendor leadership to improve analyst performance, knowledge use, documentation quality, communication, and issue resolution;
• Monitor customer satisfaction trends and recommend actions to improve service quality, responsiveness, and consistency;
• Serve as an escalation point for support issues requiring supervisory attention; and
• Ensure consistent customer communications and support practices across multiple support channels.

Contact Center Platform Administration and Operations

• Assist with the administration, configuration, and ongoing support of the firm's contact center platform;
• Support call routing, skills-based routing, IVR and call flow configuration, callback capabilities, agent and supervisor profiles, reason codes, queues, and reporting;
• Collaborate with internal teams, the outsourced provider, and platform support resources to troubleshoot routing, call quality, access, integration, and platform issues;
• Monitor contact center dashboards and reports to identify trends, service risks, and opportunities to improve operational performance; and
• Participate in platform testing, release validation, implementation activities, and continuous improvement efforts involving the contact center platform and its integrations.

ServiceNow and ITSM Process Governance

• Ensure outsourced support center operations align with the firm's ServiceNow workflows and established IT service management processes;
• Monitor the quality and consistency of Interactions, Incidents, Requests, and Knowledge activities completed by the support center;
• Validate ticket quality, including accurate short descriptions, categorization, configuration item selection, priority, assignment, routing, and documentation;
• Support queue management, workflow improvements, operational reporting, and service delivery enhancements within ServiceNow;
• Reinforce adherence to Incident, Request, Escalation, Major Incident, and Knowledge Management processes;
• Promote effective use of knowledge articles and partner with process owners to address content or workflow gaps.

Performance Management & Reporting

• Monitor and analyze operational measures such as average speed of answer, average handle time, abandonment rate, first-contact resolution, response and resolution SLA attainment, backlog, aging, and customer satisfaction; and
• Use contact center and ServiceNow data to identify trends, explain performance results, and recommend corrective or preventive actions.

Escalation & Incident Support

• Oversee escalations and participate in after-hours escalation coverage as required;
• Coordinate communication between the outsourced support center and internal technology teams during priority incidents and major incidents;
• Ensure escalations include the appropriate context, impact, urgency, troubleshooting details, ownership, and documentation; and
• Support timely and consistent customer communications during service disruptions.

Continuous Improvement & Collaboration

• Identify and recommend improvements to tools, workflows, call flows, knowledge, reporting, and support processes;
• Partner with IT leadership, Local Support, and other teams to coordinate support delivery, align operational priorities, and ensure consistent service across IT;
• Assist with onboarding, access, training, and readiness activities for outsourced support center personnel;
• Support new service introductions and operational transitions by helping define procedures, routing, knowledge, reporting, and support expectations; and
• Contribute to Support Center modernization initiatives involving contact center technology, ServiceNow, automation, analytics, and customer experience improvements.

Proficiencies:

• Strong understanding of ITIL practices, including Incident, Request, Escalation, Knowledge, and Major Incident Management;
• Strong communication, customer service, and problem-solving skills; and
• Ability to manage competing priorities, coordinate across technical teams, and operate effectively in a fast-paced environment.

Qualifications

• Minimum of three years of experience overseeing IT Support Center, Service Desk, or contact center operations;

• Experience managing an outsourced service provider or working in a vendor-supported service delivery model;

• Hands-on experience with ServiceNow or a comparable enterprise ITSM platform;

• Experience administering a cloud-based contact center platform is preferred;

• Working knowledge of contact center capabilities such as skills-based routing, IVR and call flows, quality management, and operational reporting;

• Experience analyzing operational data, service levels, quality results, and customer feedback to drive measurable improvements;

• Experience in a law firm or professional services environment is preferred; and

• ITIL Foundation, ServiceNow, contact center platform, or related certification is preferred.

• The salary wage range for Washington, D.C. that we expect to pay for this position is a minimum of $95,300 and a maximum of $135,000 annually. The actual pay wage may vary based on experience or other relevant factors.

• Employees will be provided with an excellent career opportunity in a collaborative environment, in addition to a generous total compensation package with the opportunity to earn bonuses based on individual contribution and firm profitability.

• The actual salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job. This role is exempt meaning it is not overtime pay eligible.

Eligible employees can participate in the Firm’s comprehensive benefits program, which include the following:

• Medical, Dental, Vision, Life/AD&D, Long Term Care, and Short- and Long-Term Disability

• Flexible Spending Accounts and Health Savings Account

• Healthcare Concierge and Advocacy

• Lifestyle Spending Account

• Voluntary 401(k) Plan and Profit Sharing

• 10 Paid Holidays per year and a generous PTO Program

• Family Support including Paid Parental Leave, Fertility Benefits, Breast Milk Shipping, Back-up Child Care, Elder Care, and Tutoring

• Wellbeing programs (Employee Assistance Program, Relationship Support, Mental Health, Menopause and Midlife Health and Well-Being Events)

• Retirement Plan Consulting

• Anniversary Bonus Program

• Professional Development Programs

• Transportation and Commuter Benefits

• International Travel Insurance

• Critical Illness, Hospital Indemnity and Accident Insurance

• Auto/Home/Pet Insurance

• Prepaid Legal Insurance

• Employee Discounts

• And More!

• The Firm fosters an open and inclusive work environment that enables us to provide clients with the innovative thinking of teams rich in talent, experience and creativity. We regularly host programs intended to increase cultural competencies and address key topics related to community, opportunity and inclusion. Learn more about our Global Inclusion initiatives here: Global Inclusion

• Paul Hastings is an equal opportunity employer. Pursuant to applicable local law, we will consider qualified applicants with criminal histories in a manner consistent with the requirements of the relevant fair chance ordinance.