Help Desk Supervisor

Williams & Connolly LLP is seeking a Help Desk Supervisor to oversee a team of eight User Support Representatives. Reporting to the Director of IT Service Delivery, this role is responsible for managing the day-to-day operations of the Help Desk, ensuring all requests are handled efficiently and effectively. The W&C Help Desk provides 24/7 technical support in a fast-paced legal environment. The ideal candidate will have a passion for technology and a commitment to discovering innovative solutions. They will inspire and cultivate an exceptional customer service environment by fostering a positive, motivational, and team-oriented workplace.

Key Responsibilities:

• Oversee procedures related to the identification, prioritization, and resolution of end-user help requests, including monitoring, tracking, and coordinating help desk functions.
• Manage the processing of incoming calls to the Help Desk via telephone, email, and walk-ins to ensure courteous, timely, and effective resolution of end-user requests.
• Initiate, implement, and oversee the improvement of Help Desk support processes and performance metrics by incorporating ITIL or similar IT service management best practices.
• Ensure continuous technical development of team members to stay current with the latest technologies.
• Communicate with end users through Help Desk tips, an intranet site, and email announcements as needed.
• Collaborate with Technical Trainers to update training curriculum based on trends identified by the Help Desk.
• Serve as the principal escalation point for critical firmwide problems or unique requests, providing in-person/hands-on support to end users at the desktop level.
• Coordinate communications and support response during critical risk, slowdown, and outage scenarios.
• Manage the weekly on-call schedule. This includes providing HR the confirmed coverage each week.
• Work closely with other IT teams to ensure effective support for all IT systems and services.
• Minimum of four years of progressive experience leading a technical team.
• Strong management, leadership, interpersonal, and organizational skills.
• Ability to manage expectations and communicate effectively with end users.
• Experience troubleshooting Windows operating systems, Microsoft Office, Office 365 applications, and MS Teams.
• Experience with iManage, legal and litigation support applications, such as Relativity is desired.
• ITIL certifications are strongly preferred.
• A two-year college degree is preferred; equivalent experience will be considered.
• Experience supervising a service desk in a law firm or other professional services environment.
• Technical experience with hardware configuration and support for workstations, laptops, and printers.
• 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 analyze and report on metrics, create business correspondence and procedure manuals.

Hours for this position are 8:00 a.m. - 4:30 p.m., Monday through Friday. After successfully completing the 120-day introductory period, the candidate will be eligible to work the department's approved hybrid schedule.

This is an exempt position. The anticipated annual salary range for this position is $115,000 - $135,000 The final offer amount is dependent on a variety of factors including, but not limited to, years of experience, education, and other relevant skills and qualifications. Williams & Connolly offers competitive compensation and benefit packages.

Salary : $115,000 - $135,000