Fawkes IDM · 3 months ago
Service Desk Supervisor
Washington, DC, US
Full-time
Onsite
Senior Level
6+ years expFawkes IDM is a company seeking a Service Desk Supervisor to oversee the Service Desk Analysts and ensure quality customer service for IT support. The role involves supervising the team, managing resources, providing career development guidance, and identifying improvements in IT service delivery.
EmploymentRecruitingStaffing Agency
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
Qualification
Required
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
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
Preferred
Previous employment in a law firm or legal department is preferred
Company
Fawkes IDM
Fawkes IDM is an employment company that provides recruiting services for employers and job seekers.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase