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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Center Supervisor - **Company:** Paul Hastings LLP - **Location:** Washington, DC, United States - **Experience:** Experienced - **Salary:** $95,300.0 - $135,000.0 - **Contract:** Temporary contract - **Skills:** Microsoft Access, Data Analysis, Cloud Computing, Customer Interaction Management (Software), IT Management, Knowledge Management, Routing, Operational Data Store, Queue Management Systems, Servicenow - **Published:** November 8, 2026 - **Apply:** https://www.careerbuilder.com/job-details/it-support-center-supervisor-washington-dc--d0a5c674-b594-42eb-826d-b1520a852c6e ## About the Role Technical Support, Legal, International Law, Technical Support, ServiceNow, Service Delivery, Outsourcing, Maintain Compliance, Technical Leadership, Customer Relations, * Strong understanding of ITIL practices, including Incident, Request, Escalation, Knowledge, and Major Incident Management; * Strong communication, customer service, and problem-solving skills; and * Ability to manage competing priorities, coordinate across technical teams, and operate effectively in a fast-paced environment., * Minimum of three years of experience overseeing IT Support Center, Service Desk, or contact center operations; * Experience managing an outsourced service provider or working in a vendor-supported service delivery model; * Hands-on experience with ServiceNow or a comparable enterprise ITSM platform; * Experience administering a cloud-based contact center platform is preferred; * Working knowledge of contact center capabilities such as skills-based routing, IVR and call flows, quality management, and operational reporting; * Experience analyzing operational data, service levels, quality results, and customer feedback to drive measurable improvements; * Experience in a law firm or professional services environment is preferred; and * ITIL Foundation, ServiceNow, contact center platform, or related certification is preferred. ## Description The IT Support Center Supervisor is responsible for overseeing the day-to-day operations of the firm''s outsourced IT Support Center, ensuring the delivery of high-quality, customer-focused support services. This role serves as the primary operational liaison between the firm and its support center provider, monitoring service performance, driving accountability, managing escalations, and ensuring adherence to established service management processes. In addition to operational oversight, the Supervisor assists with the administration and continuous improvement of the firm''s contact center and service management platforms, including Five9 and ServiceNow. The role partners closely with IT leadership, engineering teams, and the outsourced provider to improve service delivery, optimize workflows, enhance reporting, and ensure reliable, responsive, and efficient technology support for attorneys and staff., * Serve as the primary operational point of contact for the outsourced IT Support Center provider; * Oversee daily service delivery and ensure performance aligns with established service-level agreements, key performance indicators, quality standards, and customer satisfaction expectations; * Monitor ticket queues, support interactions, staffing coverage, workload distribution, and call activity to maintain service levels and address operational issues; * Attend operational reviews with the outsourced provider and assist with tracking action plans, service gaps, and corrective measures through completion; * Manage operational escalations and coordinate timely resolution of customer-impacting issues with vendor leadership and internal IT teams; and * Identify service trends, risks, and improvement opportunities and work with the provider to implement sustainable solutions. Service Quality and Customer Experience * Review quality assurance results, customer feedback, and support interactions to identify coaching, training, and process improvement opportunities; * Partner with vendor leadership to improve analyst performance, knowledge use, documentation quality, communication, and issue resolution; * Monitor customer satisfaction trends and recommend actions to improve service quality, responsiveness, and consistency; * Serve as an escalation point for support issues requiring supervisory attention; and * Ensure consistent customer communications and support practices across multiple support channels. Contact Center Platform Administration and Operations * Assist with the administration, configuration, and ongoing support of the firm's contact center platform; * Support call routing, skills-based routing, IVR and call flow configuration, callback capabilities, agent and supervisor profiles, reason codes, queues, and reporting; * Collaborate with internal teams, the outsourced provider, and platform support resources to troubleshoot routing, call quality, access, integration, and platform issues; * Monitor contact center dashboards and reports to identify trends, service risks, and opportunities to improve operational performance; and * Participate in platform testing, release validation, implementation activities, and continuous improvement efforts involving the contact center platform and its integrations. ServiceNow and ITSM Process Governance * Ensure outsourced support center operations align with the firm's ServiceNow workflows and established IT service management processes; * Monitor the quality and consistency of Interactions, Incidents, Requests, and Knowledge activities completed by the support center; * Validate ticket quality, including accurate short descriptions, categorization, configuration item selection, priority, assignment, routing, and documentation; * Support queue management, workflow improvements, operational reporting, and service delivery enhancements within ServiceNow; * Reinforce adherence to Incident, Request, Escalation, Major Incident, and Knowledge Management processes; * Promote effective use of knowledge articles and partner with process owners to address content or workflow gaps. Performance Management & Reporting * Monitor and analyze operational measures such as average speed of answer, average handle time, abandonment rate, first-contact resolution, response and resolution SLA attainment, backlog, aging, and customer satisfaction; and * Use contact center and ServiceNow data to identify trends, explain performance results, and recommend corrective or preventive actions. Escalation & Incident Support * Oversee escalations and participate in after-hours escalation coverage as required; * Coordinate communication between the outsourced support center and internal technology teams during priority incidents and major incidents; * Ensure escalations include the appropriate context, impact, urgency, troubleshooting details, ownership, and documentation; and * Support timely and consistent customer communications during service disruptions. Continuous Improvement & Collaboration * Identify and recommend improvements to tools, workflows, call flows, knowledge, reporting, and support processes; * Partner with IT leadership, Local Support, and other teams to coordinate support delivery, align operational priorities, and ensure consistent service across IT; * Assist with onboarding, access, training, and readiness activities for outsourced support center personnel; * Support new service introductions and operational transitions by helping define procedures, routing, knowledge, reporting, and support expectations; and * Contribute to Support Center modernization initiatives involving contact center technology, ServiceNow, automation, analytics, and customer experience improvements.