What are the responsibilities and job description for the IT Service Desk Supervisor - FTE - Hybrid position at Stone Search?
Job Details
Our client, a law firm located in DC, is seeking an IT Service Desk Supervisor who will be responsible for managing the day-to-day operations of the service desk.
Responsibilities May Include
- 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.
- 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.
- Flexibility to work additional hours, as necessary.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $110,000 - $125,000
