Everlaw is seeking a dynamic IT Support Manager I to join our Corporate IT team, reporting directly to the Director of Corporate Information Technology. This is an exciting opportunity to be at the forefront of technical support and innovation, making a significant impact on Everlaw’s employees’ productivity and work experience.

In this role, you will lead and develop a team of IT support professionals to deliver exceptional IT support services. You will be responsible for accurately answering IT questions, promptly resolving IT issues, and proactively maintaining hardware and software. You will continuously evaluate and improve IT support processes to adapt to the changing technology landscape and meet company needs. 

At Everlaw, our mission is to promote justice by illuminating truth. Our company culture is open and vibrant, and we’re committed to the professional growth of our team members, offering an annual learning and development stipend and regular check-ins with managers regarding career goals. If you’re looking for a place that values passion, integrity, thinking big, and a desire to learn, we’d love to hear from you! Think you’re missing some of the skills and are hesitant to apply? We do not believe in the ‘perfect’ candidate and encourage you to apply if you feel you can bring value to our team.

Getting started

  • We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals.
  • We’re excited for you to learn, grow, and contribute right away! We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1.

In your role, you'll...

  • Oversee the daily operations of the IT Help Desk, ensuring timely and high-quality resolutions while maintaining exceptional customer service standards.
  • Manage the help desk team by ensuring adequate service coverage, providing timely feedback and coaching, and evaluating individual and team performance.
  • Establish service standards and SLAs, and continuously improve operational processes and procedures to align with industry best practices.
  • Develop and maintain comprehensive reports on team performance, SLA adherence, and individual productivity metrics.
  • Actively manage help desk tickets by prioritizing, assigning, and resolving issues to ensure timely and effective support end-users.
  • Serve as the primary escalation point for complex technical issues and challenging customer interactions, actively contributing to their resolution.
  • Assist the Director of IT in setting quarterly project deliverable goals for the IT Help Desk team, and manage the team to ensure these goals are met.

About you

  • You have at least 5 years of experience in IT support roles and are familiar with latest IT support technologies and industry best practices.
  • You have at least 1-2 years as a people manager
  • You possess strong technical acumen and have a passion for troubleshooting and resolving complex IT issues.
  • You have a customer-centric mindset, and are able to coach and motivate your team to provide exceptional services.
  • You possess strong written and verbal communication skills and an ability to explain technical concepts in a clear and concise manner to non-technical customers.
  • You are incredibly organized, process- and data- driven, and detail oriented.
  • Join us at Everlaw and take your career to the next level while contributing to a meaningful mission. Apply today and be part of a team that values innovation, collaboration, and personal growth!
  • You are authorized to work in the United States.

Benefits

  • The expected salary range for this role is between $140,000 and $180,000. The final offered salary will be dependent upon many factors including the candidate’s experience and skills. The base pay range is subject to change in the future
  • Equity program
  • 401(k) retirement plan with company matching
  • Health, dental, and vision
  • Flexible Spending Accounts for health and dependent care expenses
  • Paid parental leave and approximately 10 days (80 hours) per year of sick leave
  • Seventeen paid vacation days plus 11 federal holidays
  • Membership to Modern Health to help employees prioritize mental health and wellness
  • Annual allocation for Learning & Development opportunities and applicable professional membership dues
  • Company-sponsored life and disability insurance
  • Find out more about our Benefits and Perks

Perks

  • Flexible work-from-home days on Tuesdays and Fridays
  • Monthly home internet reimbursement
  • Select your preference of hardware (Mac or PC) and customize your desk setup
  • Enjoy a wide variety of snacks and beverages in the office
  • Bond over company-wide out-of-the-box events and fun activities with your team
  • Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
  • Take advantage of learning and career development opportunities
  • Ranked #9 on Glassdoor's Best Places to Work 2023 for US small and medium companies
  • One of Wealthfront’s 2021 Career Launching Companies, and ranked #2 on the “2022 Bay Area Best Places to Work” list by the San Francisco Business Times and the Silicon Valley Business Journal
  • One of Fast Company’s World's Most Innovative Companies for 2022 and proud contributor of free ediscovery resources to benefit the greater good through “Everlaw for Good”
  • #LI-JD1
  • #LI-Hybrid 
Pursue Truth While Finding Yours
At Everlaw, we are deeply invested in pursuing the truth, for our clients and for our employees. We know that when you’re empowered to pursue your passions, it is reflected in the work. That’s why we’re committed to the professional growth of all our team members, offering an annual learning and development stipend and regular career check-ins with managers. If you’re looking for a place that values passion, integrity, and a desire to learn, we’d love to hear from you! 
 
We help law firms, government agencies, and corporations sift through millions of documents of evidence in big lawsuits and investigations to find the proverbial smoking gun (or needle in the haystack -- pick your metaphor). It's a multi-billion dollar space typically dominated by service-oriented vendors, and we're coming at it with cutting-edge technology and elegant design. It's working, and we've been growing very rapidly: we host hundreds of terabytes of data and work with all 50 state Attorneys General and hundreds of law firms on some of the most high-profile cases litigated today. 
 
Everlaw is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We respect the gender, gender identity and gender expression of our applicants and employees, and we honor requests for pronouns. It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity, including the California Equal Pay Act.  Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
 
Everlaw requires all of its employees to be fully vaccinated for COVID-19, unless a medical or religious exemption applies.  If you are hired, we will require you to prove that you have received the COVID-19 vaccine, unless you have received a medical or religious exemption.
 
We collect and process the personal information you provided along with your job application in accordance with our Applicants Privacy Notice and Notice at Collection.
 

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