Technology Support Manager

Job Description
Insight Global is seeking an a Technology Support Manager to join the IT Department of an AM 200 law firm. The Technology Support Manager leads the Firm’s Help Desk, overseeing both User Support Technicians and Senior Support Technicians to deliver exceptional technical support and user experiences. This role is responsible for daily operational oversight of the ITSM system (ServiceNow), ensuring SLA compliance, managing the Knowledge Base, and maintaining the highest standards of communication and technical accuracy.

The Manager plays a critical role as a mentor, coach, and technical advisor — developing troubleshooting skills, critical thinking, soft skills, and technical expertise within the team. In addition, the Technology Support Manager collaborates across departments to align technology support with organizational goals, ensuring a seamless and responsive experience for users. Above all, the Manager “owns” the outcome of support interactions, ensurin...