Job Description
Responsibilities:
- Overseeing the day-to-day supervision of the firm's Service Desk Analysts to provide quality customer service to all of the firm's staff in support of the firm's IT Service Desk.
- Supervising the DC Service Desk team.
- Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized and resolved).
- Scheduling the firm's Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment.
- Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.
- Providing career development guidance to staff and recommending training paths.
- Performing administrative duties related to the processing of all leave requests, timecards, and annual reviews in a timely manner.
- Identifying, recommending, and documenting procedures and processing improvements related to IT service delivery and problem resolution.
- Performing incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services for ways to reduce recurring issues.
- Reviewing, editing, and maintaining support services knowledge database.
- Providing feedback to the Training Manager to ensure training programs meet the needs of the firm's end users.
- Supervising planning and management of location specific projects; i.e., laptop replacement.
- Collaborating with other Directors, Managers and Supervisors to ensure that departmental and firm projects are completed efficiently.
Requirements
- Four year college degree required
- 6+ years experience in providing end-user support; 3+ years supervisory experience in a Help Desk or Service Desk environment.
- Knowledge and experience with law firm specific applications is required.
- Previous employment in a law firm or legal department is preferred.
- Extensive experience in computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access and Network connectivity.
- Excellent time management skills.
- Flexibility to work additional hours, as necessary
Key skill Required
- Customer Service
- Analysis
- Application Software
- Career Development
- Computer Hardware
- Database
- Development
- Documenting Procedures
- Guidance
- Help Desk
- Incident Management
- IT Service Delivery
- Maintenance
- Management
- Network Connectivity
- Remote Access
- Service Delivery
- Supervision
- Support Services
- Time Management
- Training
- Trend Analysis
- User Support
