Desktop Support Supervisor
Wilson Elser White Plains, NY
- Expired: over a month ago. Applications are no longer accepted.
Wilson Elser currently seeks a Desktop Support Supervisor. This role can be located in either our White Plains, NYC (Downtown or Midtown), or New Jersey office.
Wilson Elser is a full-service and leading defense litigation law firm who faithfully serves our clients with more than 800 attorneys, across 40 offices in the United States and one in London. Founded in 1978, we rank among the top 200 law firms identified by The American Lawyer and 53rd in The National Law Journal's survey of the nation's largest law firms.
This supervisor position is responsible for user end-point technologies firm-wide, with a focus on Desktop End User Support. This individual will be leading a desktop support team of 9 total staff located around the country, plus desktop project-based contractors on an as-needed basis. This role reports to the IT Manager and will lead, develop, supervise, and mentor the Desktop team to deliver excellent customer service to the Firm’s 1,700+ personnel, inclusive of 900 attorneys, and 39 regional offices. The Desktop manager will be responsible for the daily operational performance of the desktop team and individuals within it to meet productivity and service level agreements. This will include reviewing ticketing reports, KPIs and metrics, as well as overseeing the day-to-day response to incidents and requests.
•Bachelor’s degree in Computer Science or related field
•Minimum of 2 years’ experience supervising a Desktop technology team
•Minimum of 4 years’ experience working with Desktop technologies and within a Desktop Support department
•Excellent oral and written communication, organizational, time management and customer relationship skills
•Outstanding performer, persistent and pro-active leader, exceptionally detail oriented, and driven to exceed expectations.
•Skilled communicator and negotiator with exceptional written, verbal, presentation, and interpersonal skills
•Ability to work as a team and supervise multiple people while operating autonomously
•Ability to relay to non-technical users in user-friendly language
•Ability to manage multiple and sometimes competing priorities to meet all deadlines
•Willingness to receive constructive criticism or feedback on job performance and adjust work habits as necessary
•Experience within a Legal or Professional Services Firm highly desired
•ITIL v3 Certification Preferred
•Ability to travel to metro area and remote offices, as needed
•Responsible for the supervision, operation, and administration of all Desktop Support systems, including desktop PCs, laptops and video conferencing endpoints (Pexip, Cisco/LifeSize codecs and VC Integrated rooms) and oversight of the firm’s Zoom VC bridging solution
•Provide hands-on leadership and support for Desktop solutions and 3rd party vendor products
•Work with the IT Leadership to establish, track and ensure compliance with key performance metrics for the desktop team, inclusive of Responsiveness/Service Level Agreements, Aging, Productivity, and User Satisfaction reporting
•Onsite presence is required.
•Provide oversight, coordination and communication for operational issues, being able to quickly and effectively follow production issue Incident Management and escalation to the IT Manager
•Personally address desktop escalation issues and provide VIP/Executive Management support on an as-needed basis
•Supervise the day-to-day planning, operation, and team incident/request response
•Coordinate Desktop team scheduling and coverage planning for flagship offices
•Coach and motivate the team to ensure delivery of a consistently superior customer experience
•Work with IT Support Desk management counterpart to optimize processes between both teams
•Ensure Desktop team members comply with firm and IT policies and procedures
•Coordinate Support and set-up for firm-wide events such as Continuing Legal Education events (CLEs) and the annual Partner’s Conference
•Aid in third-party Statement of Work, contract review/negotiation and expert management of vendor resources.
•Provide feedback and participate in Desktop team performance reviews while providing mentorship in order to optimize productivity and quality standards
•Contribute to HR processes relating to the Desktop team, including the recruitment, selection, and on-boarding processes for new hires and terminations.
Essential Functions and Technical Skills
•Supervise Desktop team processing of day-to-day incidents and requests
•Review Daily, Weekly and Monthly ticket reports and service metrics to identify performance issues
•Report to and coordinate with the IT Manager regarding team KPIs
•Coordinate team video and web conferencing set-ups
•Provide escalation status notification on service impacting events
•Understanding of networking (LAN, WAN), and active directory
•Manage and support printers locally and networked in all regional offices
•Interface with the external Managed Print Service vendor for networked printer service requests and escalations
•Oversee team responses to level 2 and 3 escalations from the support desk and other departments
•Aid in the development, updating and maintenance of Desktop Image(s) for the physical and virtual environments
•Administer Desktop equipment deployments and setups for new hires, terminations and MAC.
•Work with the procurement analyst to maintain an inventory database of all desktop and laptop hardware
•Support the loaner laptop program and enforce loaner policies
•Participate in project-based work within the Desktop team as well as other teams
•Provide guidance and oversight to current PC refresh firm-wide
Why Should You Apply?
•Generous PTO plan
•Excellent growth and advancement opportunities
•Corporate Discount Plans
Wilson Elser is a firm who focuses their commitment to both their clients and you! Please consider joining our team by applying online or sending your credentials to Careers@wilsonelser.com and putting "Desktop Support Supervisor" in the subject line.
We believe in creating a work environment free of barriers and bias, where individual outlooks and talents are respected and valued. Our firm's policy is to ensure an equal employment opportunity without discrimination or harassment based on race, color, national origin, religion, age, sex, disability, citizenship, marital status, sexual orientation or any other characteristic protected by the law.
While Wilson Elser's heritage and primary focus is insurance defense, it increasingly has expanded into the corporate and transactional realms in order to better serve its clients. Along these lines, the firm currently has a broad range of practice areas, members of which will often work on multidisciplinary and/or multijurisdictional teams in order to identify sound, comprehensive and innovative solutions to complex legal issues.
Wilson ElserWhy Work Here?
Excellent Benefits, Professional development programs including in-house CLE and National Attorney Training, Generous PTO plan
Wilson Elser is a full-service law firm with nearly 800 attorneys, representing more than 50 service areas in 40 offices throughout the United States. Founded in 1978, Wilson Elser ranks among the top 200 law firms identified by The American Lawyer and is listed in the Top 50 by The National Law Journal. With a full-service office in London and a network of affiliate firms in France, Germany and Mexico, Wilson Elser routinely provides legal advice and representation throughout the world. While Wilson Elser's heritage and primary focus is insurance defense, it increasingly has expanded into the corporate and transactional realms in order to better serve its clients. Along these lines, the firm currently has a broad range of practice areas, members of which will often work on multidisciplinary and/or multijurisdictional teams in order to identify sound, comprehensive and innovative solutions to complex legal issues.
AddressWhite Plains, NY