Service Desk Supervisor

Ogletree Deakins; Wade Hampton (SC); Remote; USD 80,000 - 120,000; Full time

Job summary

Ogletree Deakins has an opportunity for an experienced Service Desk Supervisor to join the firm’s Technology Department. The Supervisor leads the IT Service Desk, delivering support by phone and email across locations.

With a focus on ITIL best practices, the role includes coaching staff, improving KPIs, and driving automation and project work while collaborating with other tech teams. Some after-hours work and travel may be required.

Qualifications

• Four-year technical degree or equivalent work experience.
• 6+ years Service Desk experience in an enterprise environment.
• 6+ years Microsoft product support experience, including Windows 11, Azure, Office Suite including Teams.
• 2+ years supervising a team of five or more, or equivalent leadership/coordination experience.
• Superior customer service/interpersonal skills (oral and written).
• Strong multi-task/time management skills and problem-solving ability.
• Willingness to work overtime and respond after hours during emergencies/travel.

Responsibilities

• Provide first-level supervisory support and direction to Service Desk staff.
• Mentor, coach, and lead staff; conduct evaluations and develop growth opportunities.
• Oversee scheduling, prioritization, and completion of Service Desk tasks and projects.
• Monitor ITIL metrics and drive continuous improvement against KPIs.
• Handle escalations and participate in training for new analysts.
• Collaborate with Site Support, Infrastructure, HR, and Knowledge & Innovation teams.
• Communicate scheduled/unscheduled downtime and rollouts firm-wide.
• Participate in testing and special projects; contribute to the Service Desk knowledge base.

Skills

Staff supervision

Customer service

Problem solving

Time management

Team coordination

ITIL knowledge

Education

Four-year technical degree

Tools

Windows 11

Azure

Office 365 (Teams)

Job description

Position Summary

Ogletree Deakins has an opportunity for an experienced Service Desk Supervisor to join the firm’s Technology Department. The Service Desk Supervisor is responsible for the first level, hands-on, supervision of the IT Service Desk, delivering technology support over phone and email to all Ogletree locations firm wide.

Essential Functions

• Provide first-level supervisory support and direction to Service Desk Staff
• Supervise, mentor, coach, and lead staff, conduct performance evaluations, develop professional growth opportunities, and initiate corrective action.
• Oversee scheduling, prioritization, and timely completion of Service Desk-related activities and projects
• With a focus on ITIL best practices, monitor and report on continuous improvement goals against Key Performance Indicators that include (but not limited to):
• Service Desk Analyst Scorecard
• Average Speed of Answer/Abandoned Call Rate
• First Contact Resolution
• Mean Time To Resolution/Ticket Aging
• Agent Utilization
• Ticket Quality/Customer Satisfaction/Survey Responses
• Handle technical escalations from other Service Desk analysts
• Oversee and participate in new Service Desk analyst training
• Continuous Improvement, creative approach to automation using AI tools, and Project Management
• Participate in, or project manage projects/tasks assigned for the Service Desk
• Work with other technology teams and firm administrative teams, including Site Support, Applications & Infrastructure teams, HR, and Knowledge & Innovation teams
• Meet regularly with Service Desk Manager and participate in process and procedure improvement discussions
• Responsible for firm-wide communications related to scheduled and unscheduled technology service downtime and rollouts.
• Participates in new application testing and special projects
• Oversee and contribute to the IT Service Management knowledge-base
• Provides excellent customer service and practices total contact ownership from acknowledgement to closure
• Contributes to the good of the IT Department and the entire firm

Requirements

Required:

• Four-year technical degree or equivalent work experience
• 6+ years Service Desk experience in an enterprise environment.
• 6+ years Microsoft product support experience, including Windows 11, Azure,Microsoft Office Suite including Teams
• 2+ years supervising a team of five or more, or equivalent experience as a Senior Analyst demonstrating leadership, mentoring, and team coordination responsibilities.
• Superior customer service/interpersonal skills(both oral & written)
• Superior multi-task and time management skills
• Independent analysis and strong problem-solving skills
• Excellent sense of urgency, attention to detail, and the ability to triage incidents, problems, tasks, and projects quickly
• Ability to work as a member of a team or independently
• Overtime will be commonplace for the average week as no problem is left unresolved. It is estimated that the workweek will average approximately 45 hours.
• The position oversees first-responder assistance to end-users, escalated incidents from the Service Desk, and may require after-hours, weekends, and holidays for emergencies and scheduled projects/tasks.
• The candidate must be willing to respond during disasters or emergencies.
• Occasional travel may be required for in-person meetings and other events.

Preferred:

• Law firm experience a major plus
• Certification(s):ITILFoundationsv3,Help Desk Institute (HDI), MOS
• Document Management System support experience
• Mobile Device Management experience

Wage Transparency

The pay range for this remote position varies by location. Pursuant to the applicable state and local regulations the pay range for each location is listed below. Actual compensation is contingent on relevant experience, education, skills, and other job-related factors as permitted by law. This role is also eligible for performance-based bonuses and the benefits described below. Ogletree is a multi-state employer. The pay ranges listed reflect compensation for the specific location identified. For roles performed in locations not listed, compensation will be determined based on the applicable location for the position.

• California: Pay range $70,221 - $113,370.
• Colorado: Pay range $74,714 to $102,731.
• Connecticut: Pay range $74,714 to $102,731.
• Hawaii: Pay range $82,451 to $113,370.
• Illinois: Pay range $78,374 to $107,765.
• Jersey City, New Jersey: Pay range $82,451 to $113,370.
• Maryland: Pay range $70,221 to $102,731.
• Massachusetts: Pay range $82,451 to $113,370.
• Minnesota: Pay range $70,221 to $96,554.
• Nevada: Pay range $68,141 to $93,694.
• New Jersey: Pay range $82,451 to $113,370.
• New York City, New York: Pay range $82,451 to $113,370.
• New York State: Pay range $68,141 to $113,370
• Ohio: Pay range $68,141 to $93,694.
• Rhode Island: Pay range $68,141 to $93,694.
• Washington, D.C.: Pay range $78,374 to $107,765.
• Washington (State): Pay range $82,451 to $113,370.

Benefits

Ogletree Deakins offers a robust suite of benefits for our Staff including: Paid Time Off, Paid Sick Leave, a 401(k) matching program, Profit Sharing, Paid Holidays, Paid Parental Leave, affordable Health and Life Insurance including Dental & Vision coverage, Health Savings Account /Flexible Spending Accounts to help offset the cost of dependent care and/or health care expenses, Tuition Reimbursement and an Employee Assistance Program.

Firm Overview

Ogletree Deakins is one of the largest labor and employment law firms representing management in all types of employment-related legal matters. Best Law Firms has named Ogletree Deakins a "Law Firm of the Year" for 14 consecutive years. In the 2025 edition, the publication named Ogletree Deakins its "Law Firm of the Year" in the Litigation – Labor and Employment category. Ogletree Deakins has more than 1,100 attorneys located in 60 offices across the United States and in Europe, Canada, and Mexico. The firm represents a diverse range of clients, including many of the Fortune 50 companies in the U.S.

We are fully committed to the importance of diversity within the legal profession, as well as all workplace environments.

Equal Opportunity Employer.