Service Desk Manager

Responsibilities:

• Overseeing the day-to-day supervision of the firm’s Service Desk Analysts to provide quality customer service to all of the firm’s staff in support of the firm’s IT Service Desk.
• Supervising the DC Service Desk team.
• Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized and resolved).
• Scheduling the firm’s Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment.
• Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.
• Providing career development guidance to staff and recommending training paths.
• Performing administrative duties related to the processing of all leave requests, timecards, and annual reviews in a timely manner.
• Identifying, recommending, and documenting procedures and processing improvements related to IT service delivery and problem resolution.
• Performing incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services for ways to reduce recurring issues.
• Reviewing, editing, and maintaining support services knowledge database.
• Providing feedback to the Training Manager to ensure training programs meet the needs of the firm’s end users.
• Supervising planning and management of location specific projects; i.e., laptop replacement.
• Collaborating with other Directors, Managers and Supervisors to ensure that departmental and firm projects are completed efficiently.

Requirements

• Four year college degree required
• 6+ years experience in providing end-user support; 3+ years supervisory experience in a Help Desk or Service Desk environment.
• Knowledge and experience with law firm specific applications is required.
• Previous employment in a law firm or legal department is 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