Regional Technology Services Supervisor; Chicago

Sheppard, Mullin, Richter & Hampton LLP, an Am Law 50 firm, is seeking an experienced Regional Technology Services Supervisor in the Chicago office.

The Regional Technology Services Supervisor is a working supervisor responsible for hands‑on IT systems support and day‑to‑day supervision of Technology Services Administrators (TSAs) in Chicago, Dallas, and Houston. This role oversees ticket workflows, service quality, staffing coverage, and the administration, monitoring, and maintenance of the data and telephone infrastructure for assigned offices. The Supervisor partners closely with the Manager of Technology Services to standardize processes, drive service excellence, and execute regional initiatives.

• Provide excellent customer service and timely resolution to end‑user technology issues.
• Effectively communicate with end‑users, peers, vendors, and management.
• Follow best practices for hardware deployments and upgrades.
• Create service tickets to track technology issues.
• Take ownership of tickets escalated from the help desk.
• Provide meeting support – video conferences, webinars, and presentations.
• Maintain office AD security and distribution groups.
• Adhere to Information Security policies and procedures.
• Assist with IT projects and initiatives.

• Lead and develop TSAs across Chicago, Dallas, and Houston, including coaching, mentoring, and 1:1s to support performance and career growth.
• Schedule and coordinate coverage across time zones/offices to ensure reliable onsite/desk‑side and remote support; manage PTO and after‑hours rotation.
• Oversee ticket quality and SLA adherence: monitor queues, prioritize escalations, review ticket notes for accuracy/completeness, and enforce customer service standards.
• Standardize processes and documentation across offices (SOPs, checklists, knowledge base articles, runbooks); ensure adherence to best practices.
• Own escalations from help desk and local TSAs, coordinating with infrastructure, security, apps, and vendor teams to drive timely resolution.
• Track and report KPIs (e.g., first‑response time, resolution time, backlog, CSAT, incident trends) and recommend improvements to reduce repeat issues.
• Coordinate local execution of IT projects and rollouts (e.g., hardware refresh, MDM deployment, conference room upgrades, software deployments).
• Manage regional assets and lifecycle (inventory, imaging, deployment, decommissioning, returns, disposal) and ensure accurate asset records.
• Coordinate vendors for onsite work (telecom, copier/MFD, low‑voltage, A/V) and verify completion/quality; elevate contract issues as needed.
• Champion security and compliance at the site level, including adherence to Information Security policies, privileged access controls, and audit readiness.
• Assist with budget inputs (hardware forecasts, peripherals, licensing counts) and help optimize spend via standardization and reuse.
• Participate in change management (impact assessments, user comms, cutover support) and incident/problem management (root cause, follow‑ups, prevention).
• Represent Technology Services to local office leadership; communicate outages, changes, and timelines clearly and professionally.
• Travel as needed to Dallas and Houston for onsite supervision, projects, and vendor/systems work.

• Hands‑on technical support experience in a Microsoft environment, including Windows 11, Office 365, Active Directory, computer hardware maintenance and repair, printer and copier configuration/troubleshooting, MDM and iPhone/Android services, Zoom, and Microsoft Teams.
• Experience with Document Management Systems (e.g., Net Documents).
• A basic understanding of Internet protocols, data connectivity methods, and remote access technologies.
• Telephone and voicemail system training as well as wireless networking and video conferencing system knowledge a plus.
• Supervisory/lead experience in a service desk/desktop support or site support function (e.g., team lead, shift lead, or supervisor), including scheduling, coaching, and performance feedback.
• Demonstrated experience managing ticket workflows and meeting SLAs across a…