# IT Service Desk Supervisor

**Company:** [Fawkes IDM](http://jobs.workable.com/companies/pFR6HdAh4dPMmBuoykDJF5.md)
**Location:** Washington, United States
**Workplace:** hybrid
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/982893a5-041b-426c-bf8f-de2fbbf7146c)

## Description

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.

## Requirements

-   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.
-   Previous employment in a law firm or legal department is preferred.
-   Extensive experience in computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access and Network connectivity.
-   Flexibility to work additional hours, as necessary

## Benefits

The anticipated base salary for this position is $110,000 to $130,000