Service Desk Manager Jobs

Our client, a highly respected global law firm, is looking for a Service Desk Manager. This individual will oversee, manage, and coordinate the IT Service Desk/Help Desk Department fully deployed in a Windows ecosystem. This role is hybrid consisting of three days in the office and two days remote.

Responsibilities:

▪ Manage the firm's Service Desk Analysts to provide quality customer service to the firm's staff.

▪ Oversee the DC Service Desk team.

▪ Maintain and support all computers and printers; resolve issues quickly (i.e., end-user

application support and system issues are identified, prioritized, and resolved).

▪ Prepare the firm’s Service Desk resources as needed to maintain the timely handling of

support issues in a 24/7 environment.

▪ Provide career development guidance to staff and recommend training paths.

▪ Assess metrics and collect associated data to ensure optimal Service Desk operations.

▪ Prepare information and recommendations regarding IT Service Desk staffing levels to

the Director of Technology Support.

▪ Assess, recommend, and document procedures and process improvements related to IT

service delivery and problem resolution.

▪ Conduct incident trend analysis (Incident Management); make recommendations to the

Director of IT Support Services for ways to reduce recurring issues.

▪ Analyze, edit, and maintain the support services knowledge database.

▪ Work closely with Directors, Managers, and Supervisors to ensure that departmental

and firm projects are completed efficiently.

▪ Oversee planning and management of location specific projects; i.e., laptop

replacement.

▪ Assist with firm policies and procedures related to the Information Technology

Department.

Qualifications:

▪ A four-year college degree is preferred; equivalent experience will be considered.

▪ 6+ years of experience in providing end-user support.

▪ 3+ years of supervisory experience in a HelpDesk or Service Desk environment.

▪ Prior experience with providing support for computer-related systems in the following

areas: computer and mobile device operating systems, application software, computer

hardware, remote access, and network connectivity.

▪ Must be very familiar with Windows operating systems and Microsoft Office Suite and/or

related software.