IT Site Supervisor - (Onsite Schedule)

Company: Reed Smith LLP
Location: San Francisco
Posted on: April 17, 2025

Job Description:

US Job Description

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Firm Information

Reed Smith is a dynamic international law firm dedicated to helping clients move their businesses forward. With an inclusive culture and innovative mindset, we deliver smarter, more creative legal services that drive better outcomes for our clients. Our deep industry knowledge, long-standing relationships and collaborative structure make us the go-to partner for complex disputes, transactions and regulatory matters.

Our team of 3,000 people (including more than 1,600 lawyers) across more than 30 offices in the United States, Europe, the Middle East and Asia, operate as one global partnership to drive progress for our clients, for ourselves and for our communities.

Position Summary

Under the direction of the Senior Manager or Regional Manager of IT Operations, the IT Site Supervisor is responsible for overseeing the overall System Operations and Support functions within the designated office(s). This role includes supervising the System Administrators and Deskside Support Specialists, managing day-to-day operations, ensuring the completion of necessary recordkeeping, and submitting reports as required. The IT Site Supervisor guarantees adequate levels of support to users and peers, ensuring high-quality service delivery. Additionally, this position assists the Senior Manager or Regional Manager of IT Operations with special projects, research, and improvement initiatives, coordinating with supervisors, managers, and business managers as necessary. The IT Site Supervisor must possess exceptional leadership and communication skills to effectively manage the team and collaborate with various stakeholders across the firm.

Job Duties and Responsibilities

Manage the daily operations of the Support and Operations functions, including managing coverage schedules, selecting staff and providing work assignments; directing the work of staff; setting priorities and coordinating their activities; evaluating and verifying employee performances and identifying and ensuring staff development programs; providing direction for troubleshooting applications and operations.
Ensure that the highest level of customer service is provided to all personnel. Ensure effective and efficient technical support is provided. Supervise the System Administrators and Deskside Support Specialists, including monitoring performance and attendance, problem-solving, overseeing day-to-day activities, ensuring equitable distribution of travel duties, and ongoing development/training.
Ensure that training is conducted consistently and in accordance with guidelines for new hires
Monitor and supervise tickets in call tracking system in a timely manner per departmental guidelines. Coordinate with System Administrators and Deskside Support Specialists to update and close tickets, and assign tickets to others as appropriate.
Provide technical support directly and through System Administrators and Deskside Support Specialists to users, including installing, configuring, and maintaining hardware and software to accommodate user needs.
Assist in troubleshooting computer hardware, software, networking, and data communication technologies.
Ensure proper notification to users for all systems problems and events, including scheduled and unscheduled downtime. Prepare user notices, bulletins, and newsletters.
Notify the Senior Manager or Regional Manager of Operations and/or other management personnel of important issues or unusual circumstances.
Maintain extensive knowledge of all firm operating systems and applications to assist in planning, testing, and implementing various software systems and other initiatives.to evaluate users' needs.
Assist in testing application upgrades and new applications prior to deployment.
Regularly confer with colleagues to ensure consistency of services provided, efficient pooling of resources, foster opportunities for information sharing and brainstorming.
Oversee the maintenance of hardware and software inventory and computer room equipment to ensure systems and applications availability.
Provide direct support to users as necessary or otherwise appropriate.
Coordinate special projects related to acquisitions, office and department moves, software and hardware deployment, and special training initiatives.
Organize and participate in meetings to gather feedback on applications in place, determine how IT can best meet user needs, and evaluate the level of customer service being provided.
Engage with IT and Human Resources staff on employee selection, onboarding, development, performance management, and retention.
Foster an environment of collaboration, personal investment, accountability, and knowledge sharing. Ensure the ongoing development of Support and Operations personnel and encourage continuing education and expansion of industry knowledge among personnel.
Maintain a neat, organized, clean, and safe work environment.
Volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various firmwide IT initiatives. These initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities.
Perform all other duties as assigned.

Job duties and responsibilities included are not exhaustive and may be supplemented as necessary. Reed Smith reserves the right to revise or modify job duties and responsibilities at any time.

Requirements

Education: Bachelor's degree in an IT-related field or equivalent experience. Additional training or certifications in relevant technologies are preferred.

Experience: 7 years of experience in a Support and Operations role, prior supervisory experience preferred but not required.

Prior experience in the legal industry or professional services is preferred.

Skills:

Extensive knowledge of PCs, Windows, Microsoft Office, and Desktop Operating Systems.
Exceptional customer service skills, with the ability to communicate effectively with technical and non-technical users.
Excellent communication and interpersonal skills, with the ability to interact effectively with all organizational levels, as well as vendors and external parties.
Strong customer focus and a proven track record of providing the highest level of customer service.
Ability to effectively manage multiple priorities and adapt to constantly changing priorities.
Strong organizational, communication, leadership, problem-solving, and presentation skills.
Demonstrated initiative in project management.
Ability to take the lead on projects and problems when requested or as appropriate.
Ability to develop and motivate people, creating a positive team environment.
Ability to manage people, time, and resources effectively to accomplish goals.

Other

Supervisory Responsibilities: Supervise System Administrators and Deskside Support Specialists in office(s) of responsibility.

Equipment To Be Used: Personal computer and other office equipment such as telephone, calculator, fax, machine, copier, scanner, etc.

Essential Job Functions:

Ability to communicate effectively, both orally and in writing, with various personalities at all levels.
Must possess strong interpersonal and communication skills.
Ability to have a customer-focused mindset and deliver high-quality service or solutions to internal or external stakeholders.
Must have flexibility and adaptability to navigate changes, unexpected challenges, and evolving priorities.
Ability to work under pressure with composure and resilience in a fast-paced and dynamic work environment.
Ability to analyze many variables and choose the most effective course of action.
Must possess critical thinking skills, including logical reasoning, analysis, and evaluation, to make informed decisions and judgments.
Ability to sit and/or stand for prolonged periods, with intense eye usage and finger, hand, and wrist dexterity associated with prolonged computer use.
Ability to utilize technology, including computers and telecommunication devices.
Ability to read and interpret written documents, computer screens, and other visual displays accurately.
Ability to hear and understand verbal communication, including conversations and instructions, which is important for effective collaboration and communication.
May need to work outside of normal business hours as operational needs arise
Must work in office as required.
Able and willing to travel regularly to other regional offices via car.

Working Conditions: Works in a typical office setting. Occasionally called upon to work hours in excess of your normal daily schedule. The details of your weekly schedule will be discussed further with your direct supervisor.

Pay Ranges:

This represents the presently-anticipated low and high end of Reed Smith's pay range for this position. Actual pay may vary based on various factors, including but not limited to location and experience.

San Francisco $114,000 - $132,000

Benefits Package Overview:

401k Plan
Medical
Health Savings Account
Virtual Health
Dental
Vision
Accident Insurance
Hospital Indemnity
Critical Illness Insurance
Life Insurance
Short-Term Disability
Long-Term Disability
Flexible Spending Accounts
Lyra Health Employee Assistance Program (EAP)
Paid Family Leave (for eligible Exempt and Non-Exempt Staff)
College Savings Plan
Transportation Benefit
Back-up Child Care
College Coach
Pet Insurance
Paid Sick Time (all exempt roles - DELETE IF POSTING A NON-EXEMPT ROLE)
Paid Time Off (Does not include temporary full time work)

Reed Smith offers a challenging work environment, business casual dress code and a total compensation package that includes a competitive salary, flexible benefits program, tuition assistance, and generous 401 (k) plan.

Reed Smith is an Equal Opportunity Employer. Reed Smith's success depends heavily on the effective utilization of qualified people, regardless of their race, ancestry, religion, color, sex, age, national origin, sexual orientation, gender identity and/or expression, disability, veteran's status, or any characteristic protected by law. As a firm, we adhere to and promote equal employment opportunity for all.

Reed Smith provides reasonable accommodations for persons with disabilities, including in the application and interview process.

Qualified candidates only. No search firms.

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