[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.ResponsibilitiesSupervise and coach analysts handling inbound tickets, calls, and chats from court reporters using MaggieTriage 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 / engineeringCoordinate with Magna IT for hardware, network, and device escalations and with MSP partners when deeper IT work is requiredMaintain and expand the knowledge base, runbooks, and training materials so common fixes are faster and repeatableCreate and manage on-call schedules, handle escalations during rotations, and run post-incident reviewsTrack 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 sessionsWatch for patterns in support data and work with Product and Engineering to prioritize fixes and feature workBuild Maggie Specific hardware kits that include laptops and specialized mixers (East Coast)Watch for patterns and flag them to the product teamSkills5+ years in customer-facing technical support (B2B SaaS, IT help desk, legal tech, or similar) with at least 2 years in a lead/supervisory roleCalm under pressure — experienced with live event incidents where quick restoration is criticalStrong triage instincts — can rapidly distinguish product bugs from hardware/IT issues and route appropriatelyExcellent written communication — tickets, KB articles, and customer updates must be clear and professionalComfortable 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 metricsSelf-starter — able to build processes, playbooks, and training from scratchAvailable for on-call rotation; able to lead and staff rotations (per-shift stipend)Experience in legal tech, court reporting, or working with attorneys or paralegalsFamiliarity with remote deposition platforms, transcription software, or audio/video capture toolsLight scripting or SQL/KQL skills for log analysisPrior experience coordinating with MSPs and outsourced engineering podsKnowledge base authoring and training program development experienceBenefitsPer-shift stipendCompany OverviewMagna Legal Services is a legal services company specializing in legal support services. It was founded in 2007, and is headquartered in Philadelphia, Pennsylvania, USA, with a workforce of 501-1000 employees. Its website is http://magnals.com.