IT Support Analyst Supervisor

About Us: Magna Legal Services provides end-to-end legal support services to law firms, corporations, and governmental agencies throughout the nation. As an end-to-end service provider, we can provide strategic advantages to our clients by offering legal support services at every stage of their legal proceedings. The role You’ll lead and grow the Maggie Support Analyst team, own incident management and escalation practices for live-production incidents, and build the runbooks, knowledge base, and training materials the product needs. You’ll ensure analysts triage and resolve issues quickly, coordinate escalations to Magna IT and engineering, run on-call rotations for P0 emergencies, and continuously improve processes and tooling so court reporters get fast, reliable help during live proceedings. Your job is to ensure issues are triaged quickly and make sure the user is never left waiting — especially if a deposition is happening right now. You'll work closely with our Support Supervisor and Product Subject Matter Expert, the Magna IT team for hardware and network issues, and occasionally our engineering partners for product bugs. You'll also help build the knowledge base, runbooks, and training material we don't have yet — because we're starting from scratch. About Maggie Maggie is Magna's digital court reporter product. Court reporters use Maggie live, during real depositions and proceedings, to capture the official record. When Maggie works well, no one notices. When something goes wrong, proceedings can stop. The stakes are real, and the people on the other end of the line are professionals who need help fast. We're roughly doubling our user base over the next year and creating our first dedicated support team for the product. This is a founding role for that team. What a day looks like Supervise and coach analysts handling inbound tickets, calls, and chats from court reporters using Maggie Triage 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 / engineering Coordinate with Magna IT for hardware, network, and device escalations and with MSP partners when deeper IT work is required Maintain and expand the knowledge base, runbooks, and training materials so common fixes are faster and repeatable Create and manage on-call schedules, handle escalations during rotations, and run post-incident reviews Track 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 sessions Watch for patterns in support data and work with Product and Engineering to prioritize fixes and feature work Build Maggie Specific hardware kits that include laptops and specialized mixers (East Coast) Watch for patterns and flag them to the product team Qualifications • 5+ years in customer-facing technical support (B2B SaaS, IT help desk, legal tech, or similar) with at least 2 years in a lead/supervisory role • Calm under pressure — experienced with live event incidents where quick restoration is critical • Strong triage instincts — can rapidly distinguish product bugs from hardware/IT issues and route appropriately • Excellent written communication — tickets, KB articles, and customer updates must be clear and professional • Comfortable 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 metrics • Self-starter — able to build processes, playbooks, and training from scratch • Available for on-call rotation; able to lead and staff rotations (per-shift stipend) Bonus points • Experience in legal tech, court reporting, or working with attorneys or paralegals • Familiarity with remote deposition platforms, transcription software, or audio/video capture tools • Light scripting or SQL/KQL skills for log analysis • Prior experience coordinating with MSPs and outsourced engineering pods • Knowledge base authoring and training program development experience An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of the total compensation package for employees. Magna Legal Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.