IT Service Desk Manager

Integritas is working with a network partner to help fill an IT Service Desk Manager role in Washington DC . This role has a hybrid option, but the ideal candidate resides in the DC area.

Contact Ben (ben@integritassearch.com) for more information.

IT Service Desk Manager

Our client, a prestigious international law firm, is seeking a seasoned IT Service Desk Manager to lead their technology support operations in Washington, DC. This role is pivotal in ensuring seamless, high-quality IT support across the firm's global footprint, operating in a fast-paced, 24 / 7 environment.

Role Overview

The IT Service Desk Manager will oversee the centralized Service Desk team, driving excellence in incident resolution and request fulfillment. This leader will manage personnel, optimize workflows, and champion a culture of superior customer service for end users firm-wide.

Key Responsibilities

• Lead and mentor the Service Desk Supervisor and Analysts, ensuring consistent, high-quality support.
• Oversee maintenance and troubleshooting for computers, printers, and related systems, ensuring timely issue resolution.
• Strategically schedule Service Desk coverage to meet 24 / 7 operational demands.
• Advise the Director of Technology Support on staffing needs and resource planning.
• Guide career development and training initiatives for Service Desk staff.
• Define and track performance metrics to drive continuous improvement.
• Manage administrative tasks including leave approvals, timecards, and performance reviews.
• Identify and implement process enhancements for service delivery and problem resolution.
• Conduct incident trend analysis and recommend strategies to reduce recurring issues.
• Maintain and enhance the support services knowledge base.
• Collaborate with the Training Manager to align end-user training programs with firm needs.
• Oversee location-specific IT projects, such as hardware refresh initiatives.
• Partner with cross-functional leaders to ensure efficient execution of firm-wide technology projects.
• Promote compliance with IT policies and procedures across the organization.

Qualifications

Windows OS and Microsoft Office Suite

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