IT Service Desk Supervisor

Hybrid Remote- Washington DC office 

*This is more of a lead /supervisor role- they recently hired a Manager and not much budging on budget.

The IT Service Desk Supervisor is responsible for managing the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient manner. This position reports to the IT Service Desk Manager.

Responsibilities include but are not limited to:

• Managing the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient manner.
• Supervising the Service Desk Analysts and Senior Service Desk Analysts, providing guidance and support to ensure that they can provide high-quality customer service to the firm's staff and clients.
• Developing and implementing processes and procedures to improve the efficiency and effectiveness of the service desk.
• Monitoring and reporting on service desk performance, identifying areas for improvement, and implementing changes as needed to ensure SLAs are met.
• Working closely with other members of the IT department to ensure that the service desk can provide effective support for all IT systems and services.
• Providing training and support to Service Desk Analysts to ensure that they can effectively use the firm's IT systems and provide high-quality customer service.
• Handling escalated support requests including working with other members of the IT department as needed to resolve complex issues.

Qualifications:

• A two-year college degree preferred; equivalent experience will be considered.
• Experience supervising a service desk in a law firm or other professional services environment.
• Prior supervisory experience.
• ITIL Foundation certification preferred.
• Minimum four years’ experience implementing, maintaining, and supporting Windows operating systems and MS Office application suites.
• Experience with Exchange and a document management system is a plus.
• Strong customer service skills and personal initiative.
• Technical experience with hardware configuring and supporting workstations, laptops, and printers required.
• Strong technical knowledge of IT systems and services commonly used in a law firm or other professional services environment.
• Experience using service desk management software to manage support requests and monitor performance.
• Ability to write reports, business correspondence, and procedure manuals.
• Analytical mindset with the ability to analyze data, identify trends and make data-driven decisions.
• Ability to effectively present information and respond to questions from groups of managers and directors.
• Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information.
• Ability to motivate, coach and develop Service Desk Analysts.
• Ability to be a change agent and drive new firm initiatives.
• Possess exceptional judgement and professionalism.
• Ability to define goals and follow though to achieve results and demonstrate strategic focus.
• Ability to work in a fast-paced environment while exhibiting a strong attention to detail.
• Exceptional client service both internal and external.
• Ability to effectively manage a team of Service Desk Analysts.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with staff at all levels of the organization.
• Strong problem-solving and organizational skills and the ability to think creatively to find solutions to complex issues.
• Ability to work well under pressure and manage multiple priorities.
• Flexibility to work additional hours, as necessary.