Magna Legal Services
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. The roleYou’ll lead and grow the IT 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, run on-call rotations for P0 emergencies, and continuously improve processes and tooling so court reporters get fast, reliable help during live proceedings. Your job is to ensure issues are triaged quickly and make sure the user is never left waiting — especially if a deposition is happening right now. You'll work closely with our Support Supervisor and Product Subject Matter Expert, the Magna IT team for hardware and network issues, and occasionally our engineering partners for product bugs. You'll also help build the knowledge base, runbooks, and training material we don't have yet — because we're starting from scratch. About Maggie Maggie is 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 our user base over the next year and creating our first dedicated support team for the product. This is a founding role for that team.