IT Service Desk Supervisor
Location: Washington, DC, US
Job ID: ATR 17107
Job Description
Position Title: IT Service Desk Supervisor
Location: Washington, D.C.
Position Overview:
We have an opening for an Information Technology (IT) Service Desk
Supervisor in the Washington DC office. The IT Service Desk Supervisor
is responsible for managing the day-to-day operations of the service
desk, ensuring that all requests for support are handled in a timely and
efficient manner. This position reports to the IT Service Desk Manager.
Responsibilities:
- Managing the day-to-day operations of theservice 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.
Education and Experience:
- 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.
- Prior supervisory experience.
-ITIL Foundation certificationpreferred.
- Minimum four years' experience implementing, maintaining, and
supporting Windows operating systems and MS Office application
suites.
- Experience withExchangeand adocument management systemis 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.
- Ability to be a change agent and drive new firm initiatives.
- Possess exceptional judgement and professionalism.
- Ability to define goals and follow though to achieve results and
demonstrate strategic focus.
- Ability to work in a fast-paced environment while exhibiting a
strong attention to detail.
- Exceptional client service both internal and external.
- Strong customer service skills and the ability to effectively manage
a team of Service Desk Analysts.
- Excellent communication and interpersonal skills, with the ability
to effectively communicate with staff at all levels of the
organization.
- Strong problem-solving and organizational skills and the ability to
think creatively to find solutions to complex issues.
- Ability to work well under pressure and manage multiple priorities.
- Flexibility to work additional hours, as necessary.
Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer
(EOE) who will provide equal employment opportunity to employees and
applicants for employment without regard to race, ethnicity, religion,
color, sex, pregnancy, national origin, age, veteran status, ancestry,
sexual orientation, gender identity or expression, marital status,
family structure, genetic information, or mental or physical disability.
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