IT Service Desk Supervisor

Position Title: IT Service Desk Supervisor

Location: Washington, D.C.

Position Overview:

We have an opening for an Information Technology (IT) Service Desk

Supervisor in the Washington DC office.  The IT Service Desk Supervisor

is responsible for managing the day-to-day operations of the service

desk, ensuring that all requests for support are handled in a timely and

efficient manner. This position reports to the IT Service Desk Manager.

Responsibilities:



- Managing the day-to-day operations of the service desk, ensuring

that all requests for support are handled in a timely and efficient

manner.



- Supervising the Service Desk Analysts and Senior Service Desk

Analysts, providing guidance and support to ensure that they are

able to provide high-quality customer service to the firm's staff

and clients.



- Developing and implementing processes and procedures to improve the

efficiency and effectiveness of the service desk.



- Monitoring and reporting on service desk performance, identifying

areas for improvement, and implementing changes as needed to ensure

SLAs are met.



- Working closely with other members of the IT department to ensure

that the service desk is able to provide effective support for all

IT systems and services.



- Providing training and support to Service Desk Analysts to ensure

that they are able to effectively use the firm's 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.



Education and Experience:



- 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 service desk management software to manage support

requests and monitor performance.



- Ability to write reports, business correspondence, and procedure

manuals.



- Analytical mindset with the ability to analyze data, identify trends

and make data-driven decisions.



- Ability to effectively present information and respond to questions

from groups of managers and directors.



- Ability to make sound decisions and demonstrate a high degree of

trustworthiness in handling confidential and sensitive information.



- Ability to motivate, coach and develop Service Desk Analysts.



- Ability to be a change agent and drive new firm initiatives.



- Possess exceptional judgement and professionalism.



- Ability to define goals and follow though to achieve results and

demonstrate strategic focus.



- Ability to work in a fast-paced environment while exhibiting a

strong attention to detail.



- Exceptional client service both internal and external.



- Strong customer service skills and the ability to effectively manage

a team of Service 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.



Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer

(EOE) who will provide equal employment opportunity to employees and

applicants for employment without regard to race, ethnicity, religion,

color, sex, pregnancy, national origin, age, veteran status, ancestry,

sexual orientation, gender identity or expression, marital status,

family structure, genetic information, or mental or physical disability.