IT Service Desk Manager

JOB DESCRIPTION

Position : IT Service Desk Manager

Status : Direct Hire

Location : Washington, DC

ABOUT THE ORGANIZATION :

This opportunity is for work inside of a world-class law firm with 15 offices world-wide including 10 in the United States. If you are a polished professional with the skills described, demonstrating dependability and long tenure in your previous roles, as well as a willingness to work well with a positive attitude, we encourage you to apply for this role within this highly reputable firm.

The successful candidate will research potential vendors, analyze costs, negotiate contracts, and ensure compliance with firm policies while supporting our technology infrastructure needs across all offices.

Essential Job Functions and 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 Arnold & Porter computer related policies throughout the enterprise.
• Supporting firm policies and procedures related to the Information Technology Department.

Qualifications

This position routinely utilizes standard office equipment such as laptops, computers, phones, photocopiers, and filing cabinets, in a home office as well as an in-person office environment.

GENERAL INFORMATION : Applicants are assured of equal consideration regardless of race, age, color, religion, national origin, gender, GINA, political affiliation, membership or non-membership in employee organization, marital status, physical handicap which has no bearing on the ability to perform the duties of the position.