IT Service Desk Supervisor: Lead 24/7 Tech Support

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

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.