IT Service Desk Manager (Law Firm) - Washington, D.C.

Location: Washington, DC
Date Posted: 06-14-2018

IT Service Desk Manager - Washington, D.C.   

The Information Technology Department of a top-rated law firm has an opening for an IT Service Desk Manager in their Washington D.C. office. The Manager is responsible for the supervision, management, maintenance and coordination of the centralized IT Service Desk resources to ensure the timely delivery of a superior customer service experience handling computer-related incident resolution and request fulfillment to end users firm wide in a fast paced 24/7 environment. 
Additional responsibilities include::scheduling D.C. and Tallahassee Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment; identifying, recommending, and documenting procedure and process improvements related to IT service delivery and incident resolution; collaborating with other Directors, Managers and Supervisors in the Firm to ensure that departmental and Firm projects are completed efficiently; performing incident trend analysis (Incident Management) and making recommendations to the Director, IT Support Services for ways to reduce recurring issues; reviewing, editing, and maintaining the IT Service Desk  knowledge database and providing feedback to the Training Manager to ensure training programs meet the needs of the Firm’s end users.
  • Four year college degree preferred; equivalent experience will be considered.
  • Minimum of six years’ experience in providing end-user support and a minimum of three 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.
  • The successful candidate will have knowledge in the following areas of IT: computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access and Network connectivity.
  • Excellent customer service skills and personal initiative.
  • Proven project management skills.
  • Ability to work under pressure and meet deadlines.
  • Excellent written and oral communication skills.
  • Strong organizational skills.
  • Excellent time management skills.
  • Ability to work in a fast-paced environment.
  • Flexibility to work additional hours, as necessary.
To Apply: Please email your resume for consideration to:
Craig Fleck
Vice President
Chelsea Search Group
3050 Rue D'Orleans #317
San Diego, CA 92110
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