Information Technology Supervisor at Franklin Fitch

Information Technology Supervisor | Fully Remote | $105,000

Lead and supervise a small Help Desk team, including workload management, coaching, and performance oversight
Ensure consistent global service delivery, meeting SLAs and quality standards across all support channels
Act as escalation point for complex or high impact technical issues affecting senior stakeholders
Monitor support trends, identify recurring issues, and escalate systemic problems to IT leadership
Produce regular service reports and performance insights for leadership teams
Drive process improvements to enhance efficiency, service quality, and user experience
Support onboarding, system testing, documentation, and knowledge base updates
Participate in an on call rota and provide occasional overflow support when required

Essential experience supporting IT within a large law firm or legal environment
Proven experience supervising or leading IT support or service desk teams
Strong knowledge of Microsoft 365
Experience working with Citrix environments, including troubleshooting performance and connectivity issues
Strong stakeholder management skills, with experience supporting attorneys and senior legal professionals
Ability to prioritise, make decisions under pressure, and communicate effectively across all levels of a legal organisation

Opportunity to lead a global support function within a leading legal environment
Direct exposure to senior IT leadership and firm leadership teams
Ownership of service performance, reporting, and continuous improvement initiatives
A leadership role combining people management, operational oversight, and technical influence
Hybrid working with autonomy and responsibility in how you run your team and deliver outcomes

Interested? Apply now or send your resume to [email protected]