TYSON & MENDES, a national insurance defense law firm with 27 locations. This candidate is responsible for the leadership of a team ranging from two to four Technical Support Engineers and will be responsible for providing technical guidance to function, troubleshooting issues, and determining long-term solutions to resolve problems. The firm is an Azure cloud client and uses multiple software programs and applications to run its business. This role reports to the Director of IT Support.
Responsibilities
The Technical Support Engineer Team Lead is responsible for managing and directing a team of technical support professionals to provide expert-level IT assistance across the firm's offices. This role combines technical expertise, leadership skills, and a deep understanding of legal technology needs.
Team Leadership
- Manage and motivate a team of technical support engineers
- Collaborate with IT management to implement the best practices and drive continuous improvement
Technical Support
- Provide high-level technical assistance for complex issues escalated by the team
- Troubleshoot hardware, software, network, and security problems across the firm's IT infrastructure
- Manage and resolve high-priority incidents, ensuring adherence to SLAs
- Maintain expert knowledge of legal-specific applications and technologies
- Meet departmental KPIs and metrics as provided
Process Improvement
- Analyze support metrics and user feedback to identify areas for improvement
- Implement and optimize IT service management processes and tools
- Develop and maintain documentation, knowledge base articles, and standard operating procedures
- Collaborate with other IT teams to enhance overall service delivery
Client Relations
- Communicate effectively with attorneys and staff at all levels of the organization
- Provide white-glove support for all users
- Conduct training sessions on new technologies and best practices
Requirements
- 5+ years of experience in IT support roles, with at least 2 years in a leadership capacity, required
- Familiarity with legal-specific software such as document management systems and e-discovery platforms, a plus
- ITIL certification or CompTiA, preferred
- Excellent communication skills, both verbal and written
- Positive attitude, attention to detail, high EQ
- Excellent problem-solving and interpersonal skills
- Ability to work in a fast-paced environment and manage multiple priorities
- Proficiency in troubleshooting hardware and software issues
- Experience with remote support tools and ticketing systems
- Knowledge of cloud technologies and mobile device management
- Understanding of IT security best practices and compliance requirements
- Familiarity with scripting languages (e.g., PowerShell, Python) for automation
- Strong knowledge of Windows OS environments
Compensation Package
- The hourly pay range of $38-43/hour, depending on experience
- Overtime paid at 1.5× the regular hourly rate, as needed
- Comprehensive benefits coverage offered, including plans available at zero employee cost (average annual employee contribution for health/vision/dental coverage is $700-1,700)
- Employee Assistance Program through HealthAdvocate
- Employees benefit from a 401(k) program that includes a 100% match on the first 3% contributed and a 50% match on the following 4-5%
- Vacation time is accrued annually at the employee’s base rate
- Paid parental leave at base pay
- Employees receive a monthly technology reimbursement of $60
Benefits
- 37.5-hour standard workweek designed to promote balance and prevent burnout
- Internal diversity and inclusion programs, such as the Women’s Initiative and Young Professionals Initiative
- Firm-wide charitable giving program
- Numerous social and off-site events each year to enrich your relationships with your colleagues
Skills Required
- 5+ years of experience in IT support roles
- At least 2 years in a leadership capacity
- Familiarity with legal-specific software
- ITIL certification or CompTIA
- Excellent communication skills
- Ability to work in a fast-paced environment
- Strong knowledge of Windows OS environments
- Experience with remote support tools and ticketing systems
- Knowledge of cloud technologies and mobile device management
- Understanding of IT security best practices and compliance requirements
- Familiarity with scripting languages
What We Do
Tyson & Mendes’ goal is to achieve justice for all through innovation, collaboration, and outstanding service. Founded in 2002 by principal trial attorneys Robert Tyson and Patrick Mendes, we are an AV-rated litigation firm of more than 200 attorneys across the U.S. specializing in defending insurers, corporations, and insureds in civil litigation. Tyson & Mendes represents clients throughout Arizona, California, Colorado, Connecticut, Florida, Illinois, Massachusetts, Nevada, New Jersey, New Mexico, New York, Tennessee, Texas, and Washington. In addition to these states, our attorneys also serve clients in Georgia, Iowa, Missouri, Nebraska, New Hampshire, and Wisconsin. We have handled some of the most contentious cases that have helped define insurance defense litigation, and we have earned our reputation for targeting the threat of and putting a stop to Nuclear Verdicts® – runaway jury verdicts in excess of $10 million. Our trial-only subsidiary firm, TM HALO®, is wholly dedicated to stemming the tide of Nuclear Verdicts®. Comprised of Tyson & Mendes’ elite defense attorneys with decades of courtroom experience, TM HALO lawyers parachute in to handle the thorniest, highest stakes cases and prevent Nuclear Verdicts®. Back at home, we are ensuring all of our attorneys have the tools they need to achieve exceptional results and protect our clients from unfounded damages awards. We are committed to ongoing education and development. Through comprehensive programs like our TM University and the Tyson & Mendes Trial Academy, Tyson & Mendes attorneys receive in-depth training on the proven defense methods outlined in Managing Partner Robert Tyson’s best-selling book, “Nuclear Verdicts®: Defending Justice for All,” which is the first playbook for the defense on how to avoid runaway jury verdicts
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