IT Service Desk Manager

1 month ago

Washington, Washington, D.C., United States JMS Talent Acquisition LLC Full time
Job Summary

The IT Service Desk Supervisor is responsible for overseeing 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.

Key Responsibilities
  • Manage the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient manner.
  • Supervise the Service Desk Analysts and Senior Service Desk Analysts, providing guidance and support to ensure that they are able to provide high-quality customer service to the firm's staff and clients.
  • Develop and implement processes and procedures to improve the efficiency and effectiveness of the service desk.
  • Monitor and report on service desk performance, identifying areas for improvement, and implementing changes as needed to ensure SLAs are met.
  • Work closely with other members of the IT department to ensure that the service desk is able to provide effective support for all IT systems and services.
  • Provide training and support to Service Desk Analysts to ensure that they are able to effectively use the firm's IT systems and provide high-quality customer service.
  • Handle 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 judgment and professionalism.
  • Ability to define goals and follow through 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.
  • Strong customer service skills and the 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.

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