Technical Lead Engineer

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! (944) The Tyson & Mendes Office - YouTube   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.   No recruiters/agencies  #li-remote Pay Range $38—$43 USD