TYSON & MENDES, a national insurance defense law firm with 27 locations. This candidate is responsible for the leadership of a team ranging from two to four Technical Support Engineers and will be responsible for providing technical guidance to function, troubleshooting issues, and determining long-term solutions to resolve problems. The firm is an Azure cloud client and uses multiple software programs and applications to run its business. This role reports to the Director of IT Support.

Responsibilities

The Technical Support Engineer Team Lead is responsible for managing and directing a team of technical support professionals to provide expert-level IT assistance across the firm's offices. This role combines technical expertise, leadership skills, and a deep understanding of legal technology needs.

Team Leadership

Manage and motivate a team of technical support engineers
Collaborate with IT management to implement the best practices and drive continuous improvement

Technical Support

Provide high-level technical assistance for complex issues escalated by the team
Troubleshoot hardware, software, network, and security problems across the firm's IT infrastructure
Manage and resolve high-priority incidents, ensuring adherence to SLAs
Maintain expert knowledge of legal-specific applications and technologies
Meet departmental KPIs and metrics as provided

Process Improvement

Analyze support metrics and user feedback to identify areas for improvement
Implement and optimize IT service management processes and tools
Develop and maintain documentation, knowledge base articles, and standard operating procedures
Collaborate with other IT teams to enhance overall service delivery

Client Relations

Communicate effectively with attorneys and staff at all levels of the organization
Provide white-glove support for all users
Conduct training sessions on new technologies and best practices

Requirements

5+ years of experience in IT support roles, with at least 2 years in a leadership capacity, required
Familiarity with legal-specific software such as document management systems and e-discovery platforms, a plus
ITIL certification or CompTiA, preferred
Excellent communication skills, both verbal and written
Positive attitude, attention to detail, high EQ
Excellent problem-solving and interpersonal skills
Ability to work in a fast-paced environment and manage multiple priorities
Proficiency in troubleshooting hardware and software issues
Experience with remote support tools and ticketing systems
Knowledge of cloud technologies and mobile device management
Understanding of IT security best practices and compliance requirements
Familiarity with scripting languages (e.g., PowerShell, Python) for automation
Strong knowledge of Windows OS environments

Compensation Package

The hourly pay range of $38-43/hour, depending on experience
Overtime paid at 1.5× the regular hourly rate, as needed
Comprehensive benefits coverage offered, including plans available at zero employee cost (average annual employee contribution for health/vision/dental coverage is $700-1,700)
Employee Assistance Program through HealthAdvocate
Employees benefit from a 401(k) program that includes a 100% match on the first 3% contributed and a 50% match on the following 4-5%
Vacation time is accrued annually at the employee’s base rate
Paid parental leave at base pay
Employees receive a monthly technology reimbursement of $60

Benefits

37.5-hour standard workweek designed to promote balance and prevent burnout
Internal diversity and inclusion programs, such as the Women’s Initiative and Young Professionals Initiative
Firm-wide charitable giving program
Numerous social and off-site events each year to enrich your relationships with your colleagues

Why Tyson & Mendes?

We are one of the country’s fastest growing civil defense firms. We have steadily and successfully made our mark as a trailblazer in the legal ecosphere. We are a progressive, dynamic and diverse firm that prides ourselves in breaking the mold upheld by the “traditional” law firm. Here, you will discover an exceptionally smart, deeply talented team of trial lawyers who have continuously made a profound impact on the lives of literally hundreds of thousands of people. From Howell vs. Hamilton Meats, to our many trial wins, our promise is to provide unparalleled service and achieve exceptional results for our clients.

In addition to our outstanding legal work, we take an innovative approach to law firm management; we invest wholly in our employees. From our specialized internal training program on our proven defense methods, to clear paths to leadership and partnership, we provide the professional development resources and tools needed for attorneys to make significant advancements in their careers - all while building their own brands and becoming sought-after experts in their respective fields.

Click here to learn more about the Tyson & Mendes Office!

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OK, now for the legal copy (we are a law firm, after all). It is Tyson & Mendes’ policy to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit-based factors. By the way, if you read all of this, congratulations – we can already tell your attention to detail is exceptional.

NOTICE TO APPLICANTS/EMPLOYEES OF TYSON & MENDES: Please take notice that the Firm collects certain information about you. For more information on the Firm’s policies, please refer to the document provided here.

Follow along with the firm on Twitter and LinkedIn, or visit www.tysonmendes.com.

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Pay Range

$38—$43 USD

Learn more about this Employer on their Career Site

Technical Lead Engineer