Dallas - IS Supervisor

About us

At Winston Taylor, we set the standard, together.

Winston Taylor is a transatlantic law firm built for the businesses, people, and markets driving capital and innovation. Here, you're in the room. In the action. Sleeves rolled up. You'll work with leading clients. Disruptors. Fast-growth companies. And help them to stay one step ahead of the moment and make critical decisions that shape their future. We're present in the U.S., U.K., Europe, Latin America, and the Middle East, combining the scale and speed that clients demand. You'll be trusted with real responsibility from the outset and build experience through hands-on work. We take your progression personally. We provide the platform. You shape the work around your goals and aspirations. Step into the moments that matter. Join Winston Taylor.

Position summary

The IS Supervisor will provide high-quality technical support and consultation on all IS systems and services. Provide exceptional customer service, technical expertise, and a foundational understanding of the law firm environment, its applications, and technical support requirements. Ensure customers are satisfied with the level of service provided. Proactively seek to mitigate customer issues and offer assessments to reduce support issues.

Position responsibilities

Primary

• Information Services On-site Support and Supervision
• Coordinate and schedule daily IS needs and audio-visual requirements of the office.
• Work closely with office administrator, facilities, and operations to coordinate on-boarding and off-boarding IS needs of employees.
• Review incident management reports on a consistent basis and offer formal recommendations for areas of improvement. Monitor work levels via the incident management system.
• Manage, coach, and evaluate direct-report employees as required.

• Technical Support Services
• Monitor service levels and customer satisfaction through tracking software and reports.
• Investigate, troubleshoot, and resolve second-level computer software and/or hardware problems. These include, but are not limited to, Microsoft O365, document management applications, internet access, remote connectivity, printing, etc.
• Provide, recommend, install, and support software specific solutions to meet or exceed business requirements.
• Isolate recurring technical or training issues to proactively address customer problems.
• Ensure customer satisfaction by reviewing and performing follow-up actions (using email and/or telephone calls) regarding open and closed trouble tickets.
• Provide weekend and after-hours on-call support as required.
• Attend Support Services team meetings to represent your office, including Change Management, Network Downtime, Problem Review, etc.
• Complete post network downtime system testing for your office.
• Ensure all firm assets are tracked and documented. Review the asset-tracking system on a quarterly basis to confirm assets are assigned and reflect actual inventory.
• Coordinate with IS Regional Manager and facilities on office technology projects associated with office moves, new construction, and audio-visual initiatives.

Secondary

• Conduct quality assurance tasks on new applications, document templates, and technology-driven training titles including system, usability, and functional testing. Work with various project teams to resolve issues identified in the quality assurance process.
• Provide "just in time solutions" to attorneys and professional staff. Review ways to assist the attorneys in using technology more effectively.
• Handle training and trouble ticket requests along with project work (lease returns, hardware upgrades, new desktop configurations, etc.).
• Prevent loss of customer functionality by performing regular maintenance on workstations. Review reports on a regular basis to make sure systems are rebooted every 15 days and that each machine has the latest updates.
• Update and maintain technical support documentation as needed.

Experience, skills, and qualifications

• Associates degree required. Bachelor's degree preferred.
• 5 + years of information technology work experience in a law firm or professional services organization is required.
• Prior supervisory experience is required, either through direct people management or in a team lead role.
• This is an in-office role and will be expected to be in the office 5 days per week.
• Strong working knowledge of the firm's operating systems, software, and hardware (Windows OS, O365, and general computer hardware and software configuration).
• Strong leadership skills and ability to consult and train on technology software and applications.
• Solid understanding of general business management with the ability to lead projects and motivate others.
• Work occasionally requires more than 37.5 hours per week to perform the essential duties of the position. Must be available after business hours as required.
• Ability to analyze issues, establish priorities, anticipate consequences, make decisions, and initiate action.
• Ability to work independently and in a team environment.
• Ability to multi-task and perform "hands-on" technical support.
• Interpersonal skills necessary to maintain effective relationships with partners, attorneys, professional staff, and vendors.