IT Manager

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 decommissioning
• Manage and improve enterprise and line-of-business helpdesk operations firm-wide — ticket intake, triage, escalation paths, SLAs, and reporting
• Administer 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 teams
• Administer corporate mobile device programs, including carrier account management (Verizon) and MDM enrollment, policy, and lifecycle
• Coordinate with Magna IT and MSP partners (New Era Technologies) for deeper hardware, network, and device escalations
• Track 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 Maggie
• Triage 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 / engineering
• Maintain and expand the knowledge base, runbooks, and training materials so common fixes are faster and repeatable
• Create and manage on-call schedules, handle escalations during rotations, and run post-incident reviews
• Build 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 sessions
• Develop 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 role
• Hands-on experience with endpoint and patch management tooling (e.g., Microsoft Intune, Patch My PC) in an enterprise environment
• Experience managing enterprise and/or line-of-business helpdesk operations at scale, including SLAs and escalation processes
• 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).
Preferred qualifications
Experience in legal tech, court reporting, or supporting clients and staff members in a law firm setting
Familiarity with remote deposition platforms, transcription software, or audio/video capture tools
Experience with Mimecast or comparable email security/continuity platforms
Experience managing corporate mobile carrier programs (e.g., Verizon) and MDM solutions
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
Relevant 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 fixes

Product Manager and Head of Engineering: for feature requests, roadmap input, and what needs to be built next

Business unit and practice group stakeholders: for enterprise and line-of-business helpdesk needs across the firm