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Regional Lead Technical Support Specialist
Seyfarth Shaw LLP
Application
Details
Posted: 26-Feb-26
Location: Atlanta, Georgia
Type: Full Time
Additional Information:
Hybrid/Remote is allowed.
Internal Number: 2026-3628
Why Seyfarth
At Seyfarth, we understand that great people are the key to our success, and we provide the opportunities to match. If you join us, you’ll work with state-of-the-art technology in a friendly and professional environment, and we will continue to invest in your professional development. If you want the freedom to grow at a firm that is invested in your future, keep reading.
The Opportunity
The Lead Technical Support Specialist is the technical workforce lead for Level 2 support and oversees a workforce of Junior and/or Senior Technical Support Specialists. This role analyzes and makes decisions/judgements about technology challenges and problems and directs their team to resolutions, coaches team members to foster their ability to provide prompt customer service oriented resolutions, and assists with identifying technology, training and customer service improvements. The Lead Technical Support Specialist builds and maintains positive and proactive services relationships with the Technology Service Group(TSG) and with Firm customers through project team membership, proactive incident and problem resolution, team work and effective communication.
The Day-To-Day
On any given day, you will:
Manage the day to day operational support, change and project management, duties and responsibilities for a team consisting of Junior and/or Senior level Technical Support Specialists
Monitor team performance on a daily basis and respond to deficiencies in a timely manner
Delegate to team members to ensure client inquiries and requests are properly handled and resolved
Provide guidance to team members on issues and resolutions they require assistance on
Manage team members schedules and schedule changes to ensure appropriate coverage that supports a high level of customer service
Team with the Director to train, develop and coach team members on a regular basis to ensure quality, customer satisfaction and continuous learning
Deliver feedback to team members on performance including disciplinary actions. Participates in the performance review process. Develops and presents appropriate goals and objectives for team development and performance
Participate in the hiring and termination of team members with the Director of User Services
Facilitate and promote a team culture that encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the Firm
Lead process and organizational development and improvements where necessary
Collaborate with IT leadership to identify and facilitate issue prioritization and decision making processes
Identify and report status of critical incidents and problems to IT leadership
Oversee Audio/Visual and Video Conferencing set-ups and aspects of AV/VC support in the local office
Oversee and track all equipment maintenance, including contacting the engineering team and/or vendor for support as require
Provide back up support and/or assist primary team member responsible for AV/VC as required when they are absent or if additional help is required
Participate in after-hours domestic and international AV/VC meetings as required
Review asset management activities on a daily basis. Ensure inconsistencies are rectified and resolved in a timely manner.
Provide world class concierge level of technical support desk side for hardware and software
Utilize incident management system to properly document and escalate issues as they are reported
Ensure escalations from the Service Desk are prioritized properly and status communicated to the client in a timely matter
Perform advanced troubleshooting and research of incidents and problems
Collaborate within the larger IT support team to ensure the highest level of customer support and resolution
Visit offices at a minimum quarterly to develop and maintain strong relationships with team members, office leadership, and office attorneys and staff
Ensure all office integrated conference rooms are kept in appropriate working order
Seek and identify opportunities to enhance the clients experience with the Firm’s technology
Provide after hours availability to assist with client serve delivery, system maintenance, and as needed
You Have
Advanced knowledge with Microsoft Windows 10 and Microsoft Office 365 within a professional services organization
Advanced knowledge and support of various mobile email devices
Advanced knowledge of hardware (desktop/laptop) deployment methods using an image deployment tool
Expert knowledge on using and troubleshooting Audio/Visual and Video Conferencing systems and software.
High level of client service orientation a must
Ability to handle conflict and difficult situations within a technical and client service environment
Strong ability to adapt to changing technology within a professional services organization
Proven leadership skills, characteristics, and track record of achieving client service results
A Bachelor's Degree or Equivalent Experience
A minimum 5-8 years of general IT support experience in the legal environment.
A minimum 3 years of supervisory experience.
What We Provide
Seyfarth provides competitive salary and benefits at all levels, and our culture embraces the entrepreneurial spirit of its professionals like no other firm. Our professional staff are a collaborative team, helping to define the unique client experience offered by the firm. We understand that it takes more than attorneys to build a successful legal practice; everyone participates in our commitment to excellence.
More About Seyfarth
With approximately 1,000 lawyers across 17 offices, Seyfarth Shaw LLP provides advisory, litigation, and transactional legal services to clients worldwide. Learn more about The Seyfarth Experience at www.seyfarth.com/careers/.
Seyfarth Shaw is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, change of sex or transgender status, genetic information or any other basis protected by federal, state or local law.
At Seyfarth, we understand that great people are the key to our success, and we provide the opportunities to match. If you join us, you’ll work with state-of-the-art technology in a friendly and professional environment, and we will continue to invest in your professional development. If you want the freedom to grow at a firm that is invested in your future, please apply.