IT Service Desk Supervisor

2 days ago

Washington, Washington, D.C., United States Fawkes IDM Full time
Job Description

Fawkes IDM is seeking a highly skilled IT Service Desk Supervisor to oversee the day-to-day operations of our Service Desk team. The successful candidate will be responsible for providing exceptional customer service to our staff, ensuring timely resolution of IT issues, and supervising a team of Service Desk Analysts.

Key Responsibilities:

  • Oversee the day-to-day supervision of the Service Desk team to provide quality customer service to all staff.
  • Supervise the DC Service Desk team and ensure timely resolution of IT issues.
  • Provide support and maintenance of all computers and printers, ensuring timely resolution of issues.
  • Schedule the Service Desk resources as needed to maintain timely handling of support issues in a 24/7 environment.
  • Provide information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.
  • Provide career development guidance to staff and recommend training paths.
  • Perform administrative duties related to leave requests, timecards, and annual reviews.
  • Identify, recommend, and document procedures and processing improvements related to IT service delivery and problem resolution.
  • Perform incident trend analysis and make recommendations to reduce recurring issues.
  • Review, edit, and maintain the support services knowledge database.
  • Provide feedback to the Training Manager to ensure training programs meet end-user needs.
  • Supervise planning and management of location-specific projects.

Requirements:

  • Four-year college degree required.
  • 6+ years of experience in providing end-user support and 3+ years of supervisory experience in a Help Desk or Service Desk environment.
  • Knowledge and experience with law firm-specific applications required.
  • Previous employment in a law firm or legal department preferred.
  • Extensive experience in computer and mobile device Operating Systems, Application Software, Computer Hardware, Remote Access, and Network connectivity.
  • Excellent time management skills.
  • Flexibility to work additional hours as necessary.

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