IT Service Desk Supervisor

Fawkes IDM, LLC; Washington (District of Columbia); On-site; USD 110,000 - 130,000; Full time

Job summary

Fawkes IDM, LLC in Washington, DC seeks an experienced Service Desk Supervisor to lead the DC Service Desk team and oversee end-user support across the firm. You will manage daily operations, coordinate 24/7 coverage, and drive improvements in incident handling and knowledge management.

The role requires a four-year degree and 6+ years in end-user support with 3+ years in supervisory roles, plus familiarity with law-firm applications.

Qualifications

• Four year college degree required.
• 6+ years experience in end-user support; 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 in computer and mobile device OS, applications, hardware, remote access and network connectivity.
• Flexibility to work additional hours, as necessary.

Responsibilities

• Oversee day-to-day supervision of Service Desk Analysts to provide quality customer service.
• Supervise the DC Service Desk team.
• Provide support and maintenance of all computers and printers; ensure timely resolution of issues.
• Schedule Service Desk resources for 24/7 operations.
• Provide staffing recommendations to the Director of Technology Support.
• Provide career development guidance and training paths.
• Handle leave requests, timecards and annual reviews.
• Identify and document procedures and processing improvements for IT service delivery.
• Perform incident trend analysis and recommend ways to reduce recurring issues.
• Review, edit, and maintain the support knowledge base.
• Provide feedback to ensure training programs meet end-user needs.
• Supervise planning and management of location-specific projects (e.g., laptop replacement).
• Collaborate with Directors, Managers and Supervisors to complete projects efficiently.

Skills

End-user support

Supervisory experience

Law firm software

Education

Bachelor's degree

Tools

OS knowledge

Remote access & network

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.

Requirements

• 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

Benefits

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