IT Service Desk Supervisor

7 hours ago

Washington, Washington, D.C., United States Lawyers On Demand, a Consilio Company Full time
Job Summary

We are seeking a highly skilled IT Service Desk Supervisor to join our team at Lawyers On Demand, a Consilio company. The successful candidate will be 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.

The IT Service Desk Supervisor will supervise a team of 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 our staff and clients.

The ideal candidate will have a strong background in IT operations, excellent communication and interpersonal skills, and the ability to work well under pressure.

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 a team of 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 our 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 our 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.

Requirements:

  • A two-year college degree or equivalent experience.
  • 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.

Applicants should submit a cover letter and resume for consideration.

The anticipated base salary for this position is $110,000 to $125,000. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.

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