Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this IT Support Center Supervisor role.

Rezi rewrites your resume against Paul Hastings's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the IT Support Center Supervisor posting at Paul Hastings — free, in seconds.

About the Role

Oversee the day-to-day operations of the firm's outsourced IT Support Center, ensuring high-quality, customer-focused support services. Act as the primary operational liaison between the firm and its support center provider, monitoring performance, driving accountability, managing escalations, and ensuring adherence to service management processes. Assist with the administration and continuous improvement of contact center and service management platforms like Five9 and ServiceNow. Partner with IT leadership, engineering teams, and the outsourced provider to enhance service delivery, optimize workflows, improve reporting, and ensure reliable technology support.

Responsibilities

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.
Manage operational escalations and coordinate timely resolution of customer-impacting issues with vendor leadership and internal IT teams.
Identify service trends, risks, and improvement opportunities and work with the provider to implement sustainable solutions.
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.
Ensure consistent customer communications and support practices across multiple support channels.
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.
Participate in platform testing, release validation, implementation activities, and continuous improvement efforts involving the contact center platform and its integrations.
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.
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.
Use contact center and ServiceNow data to identify trends, explain performance results, and recommend corrective or preventive actions.
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.
Support timely and consistent customer communications during service disruptions.
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.
Contribute to Support Center modernization initiatives involving contact center technology, ServiceNow, automation, analytics, and customer experience improvements.

Requirements

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.
ITIL Foundation, ServiceNow, contact center platform, or related certification is preferred.

Skills

Strong understanding of ITIL practices, including Incident, Request, Escalation, Knowledge, and Major Incident Management.
Strong communication, customer service, and problem-solving skills.
Ability to manage competing priorities, coordinate across technical teams, and operate effectively in a fast-paced environment.

Location

New York
Washington, D.C.

Work Type

Regular

Experience Level

Minimum of three years of experience overseeing IT Support Center, Service Desk, or contact center operations.

Salary/Compensations

$95,300 - $135,000 annually

Benefits

Medical, Dental, Vision, Life/AD&D, Long Term Care, and Short- and Long-Term Disability
Flexible Spending Accounts and Health Savings Account
Healthcare Concierge and Advocacy
Lifestyle Spending Account
Voluntary 401(k) Plan and Profit Sharing
10 Paid Holidays per year and a generous PTO Program
Family Support including Paid Parental Leave, Fertility Benefits, Breast Milk Shipping, Back-up Child Care, Elder Care, and Tutoring
Wellbeing programs (Employee Assistance Program, Relationship Support, Mental Health, Menopause and Midlife Health and Well-Being Events)
Retirement Plan Consulting
Anniversary Bonus Program
Professional Development Programs
Transportation and Commuter Benefits
International Travel Insurance
Critical Illness, Hospital Indemnity and Accident Insurance
Auto/Home/Pet Insurance
Prepaid Legal Insurance
Employee Discounts

About the Company

Paul Hastings is a leading international law firm that provides innovative legal solutions to many of the world's top financial institutions and Fortune Global 500 companies.
With a strong presence throughout the U.S., Asia, Europe, Latin America, and the Middle East, we have the global reach and extensive capabilities to provide personalized service wherever our clients’ needs take us.
As one of the world’s leading law firms, we seek dynamic individuals who share our commitment to service, innovation, and professional growth.
The Firm fosters an open and inclusive work environment that enables us to provide clients with the innovative thinking of teams rich in talent, experience and creativity.
We regularly host programs intended to increase cultural competencies and address key topics related to community, opportunity and inclusion.

Equal Opportunity

Paul Hastings is an equal opportunity employer.
Pursuant to applicable local law, we will consider qualified applicants with criminal histories in a manner consistent with the requirements of the relevant fair chance ordinance.