Information Tech Service Desk Manager

Information Technology Service Desk Manager – for top tier global law firm client in Washington, DC. This role is responsible for management of IT Service Desk resources regarding resolution/request fulfillment firm wide in a 24/7 environment.

Duties: Managing the team Supervisor and Service Desk Analysts team ensuring the highest level of customer service. Scheduling the firm’s Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment. Provide recommendations regarding Service Desk staffing levels. Identify metrics and collect data ensuring optimal Service Desk operations. Process leave requests and conduct annual reviews. Conduct incident trend analysis and make recommendations to the Director. Provide feedback to the Training Manager ensuring training programs meet the needs of the firm.

Position Requirements: Bachelor’s degree preferred. Must have at least six years of experience providing end-user support, ideally in a large law firm. At least three years supervisory experience in a Help Desk environment is required. Working knowledge and technical experience providing support for computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access and Network connectivity. Expert knowledge in Windows operating systems and Microsoft Office Suite and/or related software. Proven project management skills. Experience writing reports and procedure manuals. Salary range for this position is $136k to $185k commensurate with experience.