IT Service Desk Supervisor

Fawkes IDM; Washington; On-site; USD 110,000 - 130,000; Full time

Job summary

Fawkes IDM seeks an experienced IT Service Desk Manager to oversee day-to-day supervision of the firm’s Service Desk Analysts and the DC Service Desk team in a law firm environment. You will ensure quality end-user support, manage 24/7 staffing, and guide staff development while coordinating with the Director of Technology Support on improvements and projects.

Candidates should have a four-year degree and 6+ years in support, with familiarity of law firm applications and enterprise hardware.

Qualifications

• Four year college degree required.
• 6+ years experience in end-user support with 3+ years supervisory experience.
• Knowledge of law firm specific applications is required.
• Previous employment in a law firm or legal department is preferred.
• Extensive experience with OS, software, hardware, remote access and networking.
• Flexibility to work additional hours as necessary.

Responsibilities

• Oversee day-to-day supervision of Service Desk Analysts for quality support.
• Supervise the DC Service Desk team and staffing in a 24/7 environment.
• Provide end-user and system issue resolution and prioritization.
• Schedule Service Desk resources to maintain timely issue handling.
• Suggest staffing levels and project improvements to the Director of Technology Support.
• Guide staff development and training paths.
• Maintain leave requests, timecards and annual reviews records.
• Identify, document, and implement IT service delivery improvements.
• Perform incident trend analysis and advise on issue recurrence reduction.
• Review and maintain the knowledge base; coordinate with Training Manager.
• Oversee location-specific projects (e.g., laptop replacement).
• Collaborate with Directors, Managers and Supervisors to ensure project completion.

Skills

End-user support

Leadership

Training guidance

Education

Four year college degree

Tools

Law firm applications

Remote access

Network connectivity

Job description

Responsibilities:

• Overseeing the day-to-day supervision of the firm’s Service Desk Analysts to provide quality customer service to all of the firm’s staff in support of the firm’s IT Service Desk.
• Supervising the DC Service Desk team.
• Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized and resolved).
• Scheduling the firm’s Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment.
• Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.
• Providing career development guidance to staff and recommending training paths.
• Performing administrative duties related to the processing of all leave requests, timecards, and annual reviews in a timely manner.
• Identifying, recommending, and documenting procedures and processing improvements related to IT service delivery and problem resolution.
• Performing incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services for ways to reduce recurring issues.
• Reviewing, editing, and maintaining support services knowledge database.
• Providing feedback to the Training Manager to ensure training programs meet the needs of the firm’s end users.
• Supervising planning and management of location specific projects; i.e., laptop replacement.
• Collaborating with other Directors, Managers and Supervisors to ensure that departmental and firm projects are completed efficiently.

• Four year college degree required
• 6+ years experience in providing end-user support; 3+ years supervisory experience in a Help Desk or Service Desk environment.
• Knowledge and experience with law firm specific applications is required.
• Previous employment in a law firm or legal department is preferred.
• Extensive experience in computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access and Network connectivity.
• Flexibility to work additional hours, as necessary

The anticipated base salary for this position is $110,000 to $130,000