Technical Lead Engineer

<div class="x_elementToProof">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. ResponsibilitiesThe 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 <ul><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Manage and motivate a team of technical support engineers</li><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Collaborate with IT management to implement the best practices and drive continuous improvement </li></ul>Technical Support <ul><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Provide high-level technical assistance for complex issues escalated by the team</li><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Troubleshoot hardware, software, network, and security problems across the firm's IT infrastructure</li><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Manage and resolve high-priority incidents, ensuring adherence to SLAs</li><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Maintain expert knowledge of legal-specific applications and technologies</li><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Meet departmental KPIs and metrics as provided </li></ul>Process Improvement <ul><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1">Analyze support metrics and user feedback to identify areas for improvement</li><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1">Implement and optimize IT service management processes and tools</li><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1">Develop and maintain documentation, knowledge base articles, and standard operating procedures</li><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1">Collaborate with other IT teams to enhance overall service delivery </li></ul>Client Relations <ul><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="12" data-aria-level="1">Communicate effectively with attorneys and staff at all levels of the organization</li><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="12" data-aria-level="1">Provide white-glove support for all users </li><li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="12" data-aria-level="1">Conduct training sessions on new technologies and best practices </li></ul> Requirements<ul><li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">5+ years of experience in IT support roles, with at least 2 years in a leadership capacity, required</li><li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Familiarity with legal-specific software such as document management systems and e-discovery platforms, a plus</li><li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">ITIL certification or CompTiA, preferred </li><li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Excellent communication skills, both verbal and written</li><li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Positive attitude, attention to detail, high EQ</li><li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Excellent problem-solving and interpersonal skills</li><li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Ability to work in a fast-paced environment and manage multiple priorities</li><li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Proficiency in troubleshooting hardware and software issues</li><li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Experience with remote support tools and ticketing systems</li><li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Knowledge of cloud technologies and mobile device management</li><li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Understanding of IT security best practices and compliance requirements</li><li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Familiarity with scripting languages (e.g., PowerShell, Python) for automation</li><li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Strong knowledge of Windows OS environments </li></ul></div><div class="x_elementToProof"> </div><div class="x_elementToProof">Benefits</div><ul><li>Comprehensive medical, dental, and vision plans (some at no cost to the employee) </li><li>401K matching </li><li>Paid parental leave </li><li>Internal education and leadership development programs </li><li>Internal diversity and inclusion programs, such as the Women’s Initiative and Young Professionals Initiative </li><li>Firm-wide charitable giving program </li><li>Numerous social and off-site events each year to enrich your relationships with your colleagues </li><li>Employee Assistance Program through HealthAdvocate </li><li>Access to Maven resources for new parents through Blue Shield </li></ul><div class="x_elementToProof"> </div><div class="x_elementToProof">Why Tyson & Mendes? </div><div>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.</div><div> </div><div>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.</div><div> </div><div>Click here to learn more about the Tyson & Mendes Office!</div><div><a id="OWA5a08cbf2-5f08-34d0-7098-749e73e4efb3" class="x_OWAAutoLink" href="https://www.youtube.com/watch?v=WzKWnnbcG_g&t=1s" target="_blank" data-auth="NotApplicable" data-linkindex="0">(944) The Tyson & Mendes Office - YouTube</a></div><div> </div><div>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.</div><div> </div><div>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 <a id="LPlnk165802" class="x_OWAAutoLink" href="https://acrobat.adobe.com/id/urn:aaid:sc:va6c2:4f283cdf-8cfb-4bf9-8740-2df6e4741aac" target="_blank" data-auth="NotApplicable" data-linkindex="1">here</a>.</div><div> </div><div>Follow along with the firm on <a id="OWA2c8ac76a-0c1e-2dd8-5bcb-a83f24cbd21a" class="x_OWAAutoLink" href="http://twitter.com/tysonmendes" target="_blank" data-auth="NotApplicable" data-linkindex="2">Twitter</a> and LinkedIn, or visit <a id="OWA3c6861a8-0b6c-2f10-064f-62281dbef450" class="x_OWAAutoLink" href="http://www.tysonmendes.com/" target="_blank" data-auth="NotApplicable" data-linkindex="3">www.tysonmendes.com</a>.  </div><div>No recruiters/agencies </div><div>#li-remote</div><div class="content-pay-transparency"><div class="pay-input"><div class="title">Pay Range</div><div class="pay-range">$38—$43 USD</div></div></div>

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