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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, supervising a team of Service Desk Analysts, and ensuring the timely resolution of technical issues.
Key Responsibilities- Team Supervision: Supervise a team of Service Desk Analysts to ensure quality customer service is provided to all staff members.
- Technical Support: Provide technical support and maintenance of all computers and printers, ensuring timely resolution of issues.
- Scheduling: Schedule Service Desk resources to maintain timely handling of support issues in a 24/7 environment.
- Staffing: Provide information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.
- Training: Provide career development guidance to staff and recommend training paths.
- Administrative Duties: Perform administrative duties related to leave requests, timecards, and annual reviews.
- Process Improvement: Identify, recommend, and document procedures and process improvements related to IT service delivery and problem resolution.
- Incident Management: Perform incident trend analysis and make recommendations to reduce recurring issues.
- Knowledge Database: Review, edit, and maintain the support services knowledge database.
- Collaboration: Collaborate with other Directors, Managers, and Supervisors to ensure departmental and firm projects are completed efficiently.
- Education: Four-year college degree required.
- Experience: 6+ years of experience in providing end-user support and 3+ years of supervisory experience in a Help Desk or Service Desk environment.
- Knowledge: Knowledge and experience with law firm-specific applications required.
- Preferred Qualifications: Previous employment in a law firm or legal department preferred.
- Skills: Extensive experience in computer and mobile device Operating Systems, Application Software, Computer Hardware, Remote Access, and Network connectivity.
- Time Management: Excellent time management skills.
- Flexibility: Flexibility to work additional hours as necessary.
