Looking for a job

Cynthia Higgins

@cynthiahiggins

Message

I lead after-hours legal IT support and 24x7 service desk operations.

United States

Message

What I'm looking for

I'm seeking a hands-on after-hours legal IT support role with remote availability on second or third shift, evenings, or weekends, where I can support attorneys and staff through fast triage, calm client service, and reliable escalation follow-through.

I've led 24x7 service desk operations at the Office of the Comptroller of the Currency, TransPerfect, Jardine Lloyd Thompson, and global law firms. I handle escalations, ServiceNow operations, ticket quality, documentation, knowledge management, and customer communication in high-volume environments.

I've also provided hands-on legal IT and third-shift NOC support for Williams & Connolly, Hogan Lovells, and Dechert, supporting attorneys, partners, and staff. I'm seeking an after-hours legal IT support role where I can apply calm troubleshooting, accurate triage, and consistent follow-through.

Experience

Work history, roles, and key accomplishments

Current

Program Manager, Federal Service Desk

Current

TJFACT / Office of the Comptroller of the Currency (OCC)

Jan 2024 - Present (2 years 8 months)

Lead a 24x7 federal Service Desk operation and remain the escalation point for complex user-impacting issues, ticket quality, documentation, and follow-through. Use ServiceNow for incident/request oversight, work-queue management, reporting, and service-quality review.

ServiceNow Incident Management Service Request Management Escalation Management Documentation Team Leadership