Job Description

Role: IT help desk Manager

Location: Downtown DC.

Contract to hire.

The IT Service Desk Supervisor is responsible for managing the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient manner. This position reports to the IT Service Desk Manager.



Responsibilities include but are not limited to:

• Managing the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient manner
• Supervising the Service Desk Analysts and Senior Service Desk Analysts, providing guidance and support to ensure that they are able to provide high-quality customer service to the firm's staff and clients.
• Developing and implementing processes and procedures to improve the efficiency and effectiveness of the service desk.
• Monitoring and reporting on service desk performance, identifying areas for improvement, and implementing changes as needed to ensure SLAs are met.
• Working closely with other members of the IT department to ensure that the service desk is able to provide effective support for all IT systems and services.
• Providing training and support to Service Desk Analysts to ensure that they are able to effectively use the firm's IT systems and provide high-quality customer service.
• Handling escalated support requests including working with other members of the IT department as needed to resolve complex issues.

Qualifications:

• A two-year college degree preferred; equivalent experience will be considered.
• Experience supervising a service desk in a law firm or other professional services environment.
• Prior supervisory experience.
• ITIL Foundation certification preferred.
• Minimum four years' experience implementing, maintaining, and supporting Windows operating systems and MS Office application suites.
• Experience with Exchange and a document management system is a plus.
• Strong customer service skills and personal initiative.
• Technical experience with hardware configuring and supporting workstations, laptops, and printers required.
• Strong technical knowledge of IT systems and services commonly used in a law firm or other professional services environment.
• Experience using service desk management software to manage support requests and monitor performance.
• Ability to write reports, business correspondence, and procedure manuals.
• Analytical mindset with the ability to analyze data, identify trends and make data-driven decisions.
• Ability to effectively present information and respond to questions from groups of managers and directors.
• Ability to motivate, coach and develop Service Desk Analysts.
• Ability to be a change agent and drive new firm initiatives.
• Ability to work in a fast-paced environment while exhibiting a strong attention to detail.
• Exceptional client service both internal and external.
• Ability to effectively manage a team of Service Desk Analysts.

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