Information Technology Help Desk Supervisor

Responsible for managing the day-to-day operations of the help desk, ensuring that all requests for support are handled in a timely and efficient manner.

Responsibilities include but are not limited to:

• Managing the day-to-day operations of the help desk, ensuring that all requests for support are handled in a timely and efficient manner
• Supervising the help Desk Analysts and Senior help Desk Analysts, providing guidance and support to ensure that they are able to provide high-quality customer service
• Developing and implementing processes and procedures to improve the efficiency and effectiveness of the help desk.
• Monitoring and reporting on help desk performance, identifying areas for improvement, and implementing changes as needed
• Working closely with other members of the IT department to ensure that the help desk is able to provide effective support for all IT systems and services
• Providing training and support to help Desk team members to ensure that they are able to effectively use the all 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.

Qualifications:

• 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 certification preferred.
• Minimum four years’ experience implementing, maintaining, and supporting Windows operating systems and MS Office application suites.
• Experience with Exchange and a document management system is 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 help desk management software to manage support requests and monitor performance.
• Ability to motivate, coach and develop help Desk Analysts.
• Strong customer service skills and the ability to effectively manage a team of help 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.