Help Desk Supervisor

Eckert Seamans is a full-service national law firm with a strong reputation and history of success that spans more than 65 years. With approximately 300 lawyers across a network of 15 offices, we provide clients with proactive, solution-oriented business and litigation counsel. We are seeking an experienced Help Desk Supervisor for our Pittsburgh, PA office.

Supervisory Responsibilities:

• Participates in the selection process and decision for positions within the help desk
• Responsible for the training of new staff
• Manage the daily workflow within the helpdesk
• Provides constructive and timely performance evaluations
• Manage and approve timecards and time off
• Provide first level discipline and conflict resolution
• Foster an inclusive environment
• Enforce firm policies and procedures

Primary Responsibilities:

• Manage help desk team
• Oversee and perform day-to-day activities of the help desk: phone and email support, conference support, new user creation, user terminations, and pc delivery
• Establish and manage help desk processes and adherence to response times
• Monitor quality of help desk responses
• Establish and uphold customer service standards
• Provide first level triage of system issues and serve as escalation point.
• Performs other related duties as assigned.

Skills/Abilities

• Strong supervisory and leadership skills
• Excellent communication skills
• Excellent interpersonal and customer service skills
• Excellent analytical and problem solving skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Ability to prioritize tasks and to delegate them when appropriate
• Ability to function well in a high-paced environment
• Aptitude for learning new applications, systems and processes
• Proficient with Microsoft Office365
• Proficient in iManage preferred
• Proficient with ticketing system platforms preferred

Education and Experience:

• High school diploma or equivalent; Bachelor’s degree preferred
• Minimum five years of help desk experience
• Minimum of two years supervisory experience preferred

Physical Requirements:

• Prolonged periods of sitting and working on a computer
• Must be able to lift 25 pounds, stand, walk, carry, push, pull, reach, stoop, bend, twist, crouch, grasp, kneel and climb
• Use of carts, dollies, and other equipment may be required

Travel expectation:

• None

Benefits:

• Generous PTO and holiday schedule
• Medical/Vision/Dental insurance
• Hybrid work schedule
• Commuter Benefits
• Paid parental leave
• 401k plan

Eckert Seamans is committed to providing equal employment opportunity to all employees and applicants without regard to race, color, religion, creed, sex, national origin, age, citizenship, marital status, sexual orientation, gender, gender identity or expression, disability or any protected military or veteran status.