IT Service Desk Supervisor

About the role

Fawkes IDM is looking for an IT Service Desk Supervisor in Washington to oversee the day-to-day supervision of its Service Desk Analysts and the DC Service Desk team. The role provides quality customer service to the firm's staff and keeps support issues resolved promptly in a 24/7 environment.

Key responsibilities

• Supervise the Service Desk Analysts and the DC Service Desk team, and schedule resources to handle support issues on time.
• Provide support and maintenance of computers and printers, identifying, prioritizing and resolving end-user application and system issues.
• Advise the Director of Technology Support on IT Service Desk staffing levels and give career development guidance and training path recommendations to staff.
• Process leave requests, timecards and annual reviews administratively.
• Identify, recommend and document process improvements for IT service delivery and problem resolution.
• Perform incident trend analysis and recommend ways to reduce recurring issues to the Director of IT Support Services.
• Maintain the support services knowledge database and give feedback to the Training Manager so training meets end-user needs.
• Plan and manage location-specific projects such as laptop replacement, and collaborate with other directors, managers and supervisors on departmental and firm projects.

Required profile

• Four-year college degree required.
• 6+ years of end-user support experience and 3+ years supervisory experience in a Help Desk or Service Desk environment.
• Knowledge and experience of law firm specific applications; previous employment in a law firm or legal department is preferred.
• Flexibility to work additional hours as necessary.

Required skills

• Extensive experience with computer and mobile device operating systems, application software and computer hardware.
• Remote access and network connectivity.

What we offer

• Anticipated base salary of $110,000 to $130,000.