Service Desk Supervisor — 24/7 IT Support Lead

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

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.