IT Manager

Magna Legal Services is a trusted nationwide partner to law firms, corporations, insurance carriers, and government agencies, delivering comprehensive legal support at every stage of a case. From court reporting and record retrieval to jury consulting, investigations, litigation graphics, and language services, we help our clients navigate complex legal challenges with confidence. Our reputation is built on the expertise, dedication, and professionalism of our team, and we’re proud to foster a culture where talented people can do meaningful work and grow their careers. About Magna IT & Maggie Magna Legal Services relies on a distributed, always-on IT organization to keep every client and staff member across the firm supported and productive. This role owns an enterprise-wide endpoint and helpdesk service for all of Magna's internal users — desktops, laptops, mobile devices, and everything in between. Alongside the firm-wide mandate, you'll lead frontline support for Maggie, Magna's digital court reporter product. Court reporters use Maggie live, during real depositions and proceedings, to capture the official record. When Maggie works well, no one notices. When something goes wrong, proceedings can stop. The stakes are real, and the people on the other end of the line are professionals who need help fast. We're roughly doubling Maggie's user base over the next year, and this is a founding role for a support organization that spans both Magna's day-to-day enterprise IT needs and Maggie's live-incident support. It's a chance to build a company-wide endpoint and helpdesk program and a product support practice at the same time. Position You'll own the full lifecycle of all user endpoints across Magna, including desktops, laptops, mobile devices, and peripherals and manage the enterprise and line-of-business helpdesks that keep the entire firm running. That means patching, deployment, device security, and day-to-day helpdesk operations for everyone at Magna. Alongside that enterprise mandate, you'll lead and grow the Maggie Support Analyst team, own incident management and escalation practices for live-production incidents, and build the runbooks, knowledge base, and training materials the product needs. You'll ensure analysts triage and resolve issues quickly, coordinate escalations to Magna IT and engineering, and run on-call rotations for P0 emergencies. Your job is to make sure issues get triaged quickly and no one is left waiting, whether that's a staff member locked out of their laptop or a court reporter mid-deposition. You'll work closely with the Magna IT team for hardware and network issues, our engineering partners at Restless Labs for product bugs, and the Product Subject Matter Expert. You'll also help build the knowledge base, runbooks, and training material we don't have yet for both enterprise IT and Maggie support because we're starting from scratch. Primary Responsibilities Enterprise endpoint & helpdesk services (firm-wide) Own end-to-end management of all user endpoints across Magna — provisioning, imaging/deployment, patching, lifecycle refresh, and decommissioningManage and improve enterprise and line-of-business helpdesk operations firm-wide — ticket intake, triage, escalation paths, SLAs, and reportingAdminister endpoint and patch management tooling (Patch My PC, Microsoft Intune/Endpoint Manager) and the broader Microsoft 365 stack (Entra ID, Autopilot)Manage email security and continuity tooling (Mimecast) in coordination with security and messaging teamsAdminister corporate mobile device programs, including carrier account management (Verizon) and MDM enrollment, policy, and lifecycleCoordinate with Magna IT and MSP partners (New Era Technologies) for deeper hardware, network, and device escalationsTrack and report support metrics (SLAs, time-to-resolution, on-call performance, ticket trends) across both enterprise helpdesk and Maggie queues Maggie product support Supervise and coach analysts handling inbound tickets, calls, and chats from court reporters using MaggieTriage high-severity incidents and lead incident response for P0/P1 events (coordinate cross-team response, status updates, and restoration)Review and QA analyst bug reports for clarity and reproducibility before escalating to Restless Labs / engineeringMaintain and expand the knowledge base, runbooks, and training materials so common fixes are faster and repeatableCreate and manage on-call schedules, handle escalations during rotations, and run post-incident reviewsBuild and oversee Maggie-specific hardware kit provisioning (East Coast focus: laptops and specialized mixers)Watch for patterns in support data and work with Product and Engineering to prioritize fixes and feature work Across both Hire and grow the support team, conduct performance reviews, and run regular training sessionsDevelop written policies, procedures, runbooks, and support documentation Desired Background Required Qualifications 5+ years in IT/technical support (enterprise helpdesk, B2B SaaS, legal tech, or similar) with at least 2 years in a lead/supervisory roleHands-on experience with endpoint and patch management tooling (e.g., Microsoft Intune, Patch My PC) in an enterprise environmentExperience managing enterprise and/or line-of-business helpdesk operations at scale, including SLAs and escalation processesCalm under pressure — experienced with live event incidents where quick restoration is criticalStrong triage instincts — can rapidly distinguish product bugs from hardware/IT issues and route appropriatelyExcellent written communication — tickets, KB articles, and customer updates must be clear and professionalComfortable 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 metricsSelf-starter — able to build processes, playbooks, and training from scratchAvailable for on-call rotation; able to lead and staff rotations (per-shift stipend). Preferred Qualifications Experience in legal tech, court reporting, or supporting clients and staff members in a law firm settingFamiliarity with remote deposition platforms, transcription software, or audio/video capture toolsExperience with Mimecast or comparable email security/continuity platformsExperience managing corporate mobile carrier programs (e.g., Verizon) and MDM solutionsLight scripting or SQL/KQL skills for log analysisPrior experience coordinating with MSPs and outsourced engineering podsKnowledge base authoring and training program development experienceRelevant certifications such as Microsoft Certified: Endpoint Administrator Associate, ITIL Foundation, or equivalent Team structure You'll report to the IT Director (Head of Magna IT). Eventually, you'll help build and manage Magna's broader endpoint and enterprise helpdesk resources as that side of the team grows. Your Day-to-day Partners Across Magna Magna IT: your teammates for hardware, network, account, and device issues. We also work closely with our MSP, New Era Technologies, for deeper IT escalations.Restless Labs: our nearshore engineering pod that handles Maggie product bugs and fixesProduct Manager and Head of Engineering: for feature requests, roadmap input, and what needs to be built nextBusiness unit and practice group stakeholders: for enterprise and line-of-business helpdesk needs across the firm $120,000 - $125,000 a year 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. On-call rotation with per-shift stipendTravel to company locations as needed and up to 25% (hardware kit provisioning, on-site support)Standard benefits package (health, dental, vision, 401(k), PTO) Magna Legal Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.