Sheppard Mullin · 9 hours ago
Regional Technology Services Supervisor (Chicago)
Chicago, IL
Full-time
Onsite
Mid, Senior Level
$95K/yr - $115K/yr
3+ years expSheppard, Mullin, Richter & Hampton LLP is an Am Law 50 firm seeking an experienced Regional Technology Services Supervisor in their Chicago office. The role involves providing hands-on IT systems support, supervising Technology Services Administrators, and ensuring service excellence across multiple locations.
AdviceConsultingLegal
Responsibilities
Provide excellent customer service and timely resolution to end-user technology issues
Effectively communicate with end-users, peers, vendors, and management
Follow best practices for hardware deployments and upgrades
Create service tickets to track technology issues
Take ownership of tickets escalated from the help desk
Provide meeting support – video conferences, webinars, and presentations
Maintain office AD security and distribution groups
Adhere to Information Security policies and procedures
Assist with IT projects and initiatives
Lead and develop TSAs across Chicago, Dallas, and Houston, including coaching, mentoring, and 1:1s to support performance and career growth
Schedule and coordinate coverage across time zones/offices to ensure reliable onsite/desk-side and remote support; manage PTO and after-hours rotation
Oversee ticket quality and SLA adherence: monitor queues, prioritize escalations, review ticket notes for accuracy/completeness, and enforce customer service standards
Standardize processes and documentation across offices (SOPs, checklists, knowledge base articles, runbooks); ensure adherence to best practices
Own escalations from help desk and local TSAs, coordinating with infrastructure, security, apps, and vendor teams to drive timely resolution
Track and report KPIs (e.g., first-response time, resolution time, backlog, CSAT, incident trends) and recommend improvements to reduce repeat issues
Coordinate local execution of IT projects and rollouts (e.g., hardware refresh, MDM deployment, conference room upgrades, software deployments)
Manage regional assets and lifecycle (inventory, imaging, deployment, decommissioning, returns, disposal) and ensure accurate asset records
Coordinate vendors for onsite work (telecom, copier/MFD, low-voltage, A/V) and verify completion/quality; escalate contract issues as needed
Champion security and compliance at the site level, including adherence to Information Security policies, privileged access controls, and audit readiness
Assist with budget inputs (hardware forecasts, peripherals, licensing counts) and help optimize spend via standardization and reuse
Participate in change management (impact assessments, user comms, cutover support) and incident/problem management (root cause, follow-ups, prevention)
Represent Technology Services to local office leadership; communicate outages, changes, and timelines clearly and professionally
Travel as needed to Dallas and Houston for onsite supervision, projects, and vendor/systems work
Qualification
Required
Hands-on technical support experience in a Microsoft environment, including Windows 11, Office 365, Active Directory, computer hardware maintenance and repair, printer and copier configuration/troubleshooting, MDM and iPhone/Android services, Zoom, and Microsoft Teams
Experience with Document Management Systems (e.g., NetDocuments)
A basic understanding of Internet protocols, data connectivity methods, and remote access technologies
Telephone and voicemail system training as well as wireless networking and video conferencing system knowledge a plus
Supervisory/lead experience in a service desk/desktop support or site support function (e.g., team lead, shift lead, or supervisor), including scheduling, coaching, and performance feedback
Demonstrated experience managing ticket workflows and meeting SLAs across a multi-office environment
Preferred
Minimum of 3–5 years in a Microsoft environment; medium to large environment preferred
1–3 years of supervisory or team lead experience in IT support or site services
Bachelor's Degree
Experience with regional/multi-site support and standardized processes
Prior experience with Intapp and/or NetDocuments is a plus
ITIL® Foundation certification
Microsoft 365 Certified: Modern Desktop Administrator Associate certification
CompTIA A+/Network+ certification
Zoom Rooms or equivalent A/V certification
Intune/Endpoint Manager certification
VPN knowledge
Intapp knowledge
NetDocuments knowledge
Benefits
Medical, vision, and dental insurance
Eligible for bonuses
Company
Sheppard Mullin
Sheppard Mullin is a full service AmLaw 50 firm with over 1200 attorneys in 16 offices located throughout California and in Chicago, Dallas, Houston, New York, Washington, D.C., Brussels, London, Seoul and Shanghai.
1001-5000 employees
H1B Sponsorship
Sheppard Mullin has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (7)
2023 (2)
2022 (2)
2021 (4)
2020 (4)
Funding
Current Stage
Late StageLeadership Team
Shaun Clark
Partner --- Entertainment, Technology & Advertising Practice Group
S
Shon Glusky
Partner
Recent News
2025-11-25
bloomberglaw.com
2025-11-08
American Health Information Management Association (AHIMA)
2025-10-21
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