IT Service Desk Supervisor
Hybrid Remote- Washington DC office
US Citizens or GC Holders
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 can 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 can provide effective support for all IT systems and services.
- Providing training and support to Service Desk Analysts to ensure that they can 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 make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information.
- Ability to motivate, coach and develop Service Desk Analysts.
- Ability to be a change agent and drive new firm initiatives.
- Possess exceptional judgement and professionalism.
- Ability to define goals and follow though to achieve results and demonstrate strategic focus.
- 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.
- Excellent communication and interpersonal skills, with the ability to effectively communicate with staff at all levels of the organization.
- Strong problem-solving and organizational skills and the ability to think creatively to find solutions to complex issues.
- Ability to work well under pressure and manage multiple priorities.
- Flexibility to work additional hours, as necessary.
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