magnals - IT Support Supervisor

• 5+ years in customer-facing technical support (B2B SaaS, IT help desk, legal tech, or similar) with at least 2 years in a lead/supervisory role• Calm under pressure — experienced with live event incidents where quick restoration is critical• Strong triage instincts — can rapidly distinguish product bugs from hardware/IT issues and route appropriately• Excellent written communication — tickets, KB articles, and customer updates must be clear and professional• Comfortable on Windows and Mac with basic networking fluency (Wi-Fi troubleshooting, audio device configuration, browser diagnostics)• Experience with ticketing systems (Zendesk, ServiceNow, Jira Service Management, or similar) and support metrics• Self-starter — able to build processes, playbooks, and training from scratch• Available for on-call rotation; able to lead and staff rotations (per-shift stipend) • Experience in legal tech, court reporting, or working with attorneys or paralegals• Familiarity with remote deposition platforms, transcription software, or audio/video capture tools• Light scripting or SQL/KQL skills for log analysis• Prior experience coordinating with MSPs and outsourced engineering pods• Knowledge base authoring and training program development experience • An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of the total compensation package for employees.