Flex Employee Services ยท 2 months ago
IT Service Desk Manager (Recent Law Firm or Professional Services Experience Required
New York, NY
Full-time
Hybrid
Mid, Senior Level
$136K/yr - $185K/yr
6+ years expFlex Employee Services is seeking an IT Service Desk Manager for their Information Technology Department. This role is responsible for supervising the IT Service Desk team, ensuring quality customer service, and managing the resolution of computer-related incidents and requests in a fast-paced environment.
EmploymentRecruitingStaffing Agency
No H1B
Responsibilities
Supervising the IT Service Desk Supervisor and IT Service Desk Analysts ensuring quality customer service to the firm
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
Identifying metrics and collecting associated data to ensure optimal Service Desk operations
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
Supporting, upholding, and encouraging compliance with all company computer related policies throughout the enterprise
Supporting firm policies and procedures related to the Information Technology Department
Qualification
Required
Four-year college degree preferred; equivalent experience will be considered
Minimum six years experience in providing end-user support
Minimum of three years supervisory experience in a Help Desk or Service Desk environment
Working knowledge of and technical experience providing support for computer related systems which include but are not limited to the following areas: 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
Strong leadership, interpersonal and customer service skills and personal initiative
Proven project management skills and an ability work under time constraints to meet deadlines
Ability to write reports, business correspondence, and procedure manuals
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information
Ability to strategically maintain financial/budgetary information
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
Ability to be a change agent and drive new firm initiatives
Ability to demonstrate strategic focus
Ability to define goals and follow though to achieve results
Excellent organization and communications skills, both oral and written
Ability to work in a fast-paced environment while exhibiting a strong attention to detail
Flexibility to work additional hours, as necessary
Preferred
Recent law firm or professional services experience required
Benefits
401(k)
Health insurance
Paid time off
Vision insurance
Company
Flex Employee Services
Flex Employee Services provides data analysis, application management, and cloud computing services.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase