IT Service Desk Supervisor

The Information Technology Department of Arnold & Porter has an opening for an Information Technology (IT) Service Desk Supervisor in the Washington DC office. The IT Service Desk Supervisor is responsible for managing the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient manner. This position reports to the IT Service Desk Manager.Responsibilities include but are not limited to : Managing the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient manner.Supervising the Service Desk Analysts and Senior Service Desk Analysts, providing guidance and support to ensure that they are able to provide high-quality customer service to the firm's staff and clients.Developing and implementing processes and procedures to improve the efficiency and effectiveness of the service desk.Monitoring and reporting on service desk performance, identifying areas for improvement, and implementing changes as needed to ensure SLAs are met.Working closely with other members of the IT department to ensure that the service desk is able to provide effective support for all IT systems and services.Providing training and support to Service Desk Analysts to ensure that they are able to effectively use the firm's IT systems and provide high-quality customer service.Handling escalated support requests including working with other members of the IT department as needed to resolve complex issues.Qualifications : A two-year college degree preferred; equivalent experience will be considered.Experience supervising a service desk in a law firm or other professional services environment.Prior supervisory experience.ITIL Foundation certification preferred.Minimum four years’ experience implementing, maintaining, and supporting Windows operating systems and MS Office application suites.Experience with Exchange and a document management system is a plus.Strong customer service skills and personal initiative.Technical experience with hardware configuring and supporting workstations, laptops, and printers required.Strong technical knowledge of IT systems and services commonly used in a law firm or other professional services environment.Experience using service desk management software to manage support requests and monitor performance.Ability to write reports, business correspondence, and procedure manuals.Analytical mindset with the ability to analyze data, identify trends and make data-driven decisions.Ability to effectively present information and respond to questions from groups of managers and directors.Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information.Ability to motivate, coach and develop Service Desk Analysts.Ability to be a change agent and drive new firm initiatives.Possess exceptional judgement and professionalism.Ability to define goals and follow through to achieve results and demonstrate strategic focus.Ability to work in a fast-paced environment while exhibiting a strong attention to detail.Exceptional client service both internal and external.Ability to effectively manage a team of Service Desk Analysts.Excellent communication and interpersonal skills, with the ability to effectively communicate with staff at all levels of the organization.Strong problem-solving and organizational skills and the ability to think creatively to find solutions to complex issues.Ability to work well under pressure and manage multiple priorities.Flexibility to work additional hours, as necessary.#J-18808-Ljbffr