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Service Desk Supervisor

2 months ago

Phoenix, United States Bowman and Brooke Full time
Job DescriptionJob Description

Bowman and Brooke LLP is a nationally recognized trial firm, specializing in many types of defense litigation, including being one of the largest product liability practices in the country. The firm defends corporate clients, including Global 500 and internationally based companies, in high-exposure and technically intricate lawsuits in multiple jurisdictions. Bowman and Brooke’s experienced trial lawyers are Courtroom Tested and Verdict Vetted®.

Position Summary: Bowman and Brooke is looking for a team leader role in our Phoenix, AZ office. This position incorporates both direct supervision of the IT SDS team as well as still fulfilling the duties of a Service Desk Specialist for the firm: With guidance from the Manager -IT Services this entails supervision, scheduling and mentoring of Service Desk Specialists. Actively monitoring the ITSM system to prevent stale tickets, identify trends, and escalate all appropriate issues. Facilitate Continual Service Improvements and ensure client satisfaction is attained across the organization.

Responsibilities:

Supervision

  • Manage the daily duties of the IT SDS team including scheduling and on-call coverage
  • Monitor triage queue and SLO warnings/breaches
  • Report daily to Manager – IT Services all relevant information
  • Manage all Service Desk escalations to other IT areas as well as to vendors
  • Identify trends, resolve, and prevent issues
  • Service Desk representative for Change Advisory Board meetings
  • End-user liaison for Client Acceptance Testing driven by Manager – IT Services
  • Provide project leadership and group task accountability as required by Manager – IT Services

Service Desk Specialist

  • Fulfill normal duties of a SDS II as required including 3-4 hours taking calls per day
  • Resolve user issues with our software suite. To include: Windows 11, M365, MS Teams, iManage Work 10, and myriad legal applications
  • Facilitate support for all hardware devices. To include: Desktops/Laptops, tablets, smartphones, printers, VoIP phones, and audio/visual equipment

Position Requirements:

  • Proven ability to juggle both supervisor and team member duties effectively
  • Exemplary communication skills, team player mentality, and pleasant demeanor to all
  • Exemplary customer service skills in a demanding and potentially stressful environment
  • Strong organizational and time management skills. Accountable, motivated, self-reliant
  • Demonstrated proficiency with latest Win OS and productivity suites
  • Demonstrated proficiency with computer hardware and peripherals
  • Proven ability to translate technical jargon and concepts to non-technical users

Education and Experience:

  • Post-secondary technical diploma plus a minimum of 5 years of experience in a technical support role (may substitute strong experience for education requirement)
  • 2 years legal support environment required. Multi-location preferred
  • At least one of following certifications required: CompTIA A+/N+, MS MTA, or MS MCP

Working Conditions:

  • Professional working environment
  • State-of-the-art technology
  • Close-knit IT team of 20, however local office may have 1-2 IT employees
  • Business-casual attire.
  • Some overtime, on-call, and air travel will be expected

Benefits: We offer a competitive compensation and benefits package including medical, dental, and vision insurance; firm paid life insurance and short and long-term disability; retirement savings plan with employer profit sharing contributions; paid holidays; well-being programs; a 24/7 employee assistance program; and more We enjoy a casual atmosphere and attire.

Embracing our differences makes us a stronger team. We are proud to have a nationally recognized diversity and inclusion program to benefit all of our attorneys, staff, and clients.

Visit us on the web to learn more about our firm: www.bowmanandbrooke.com