IT Service Desk Manager
3 hours ago
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.
- 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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