Overview
On Site
$100,000 - $140,000
Full Time
No Travel Required
Skills
SERVICE DESK
HELP DESK
CHANGE AGENT
COMPLEX ISSUES
analyze data
identify trends
data-driven decision
SERVICE DESK AGENTS
it SUPPORT SERVICES
ITIL
SERVICE NOW
REMEDYs
Job Details
IT Service Desk Supervisor Washington, DC Major International Law Firm | $120K + Bonus
A top international law firm is seeking an experienced IT Service Desk Supervisor for their Washington, DC office. This role oversees daily service desk operations, ensuring efficient, high-quality IT support for attorneys and staff. Reports to the IT Service Desk Manager.
Key Responsibilities:
- Lead and support Service Desk Analysts, ensuring timely issue resolution and excellent customer service.
- Monitor and improve service desk performance, processes, and adherence to SLAs.
- Handle escalated technical issues and collaborate with other IT teams.
- Train and develop team members, fostering a client-focused, solutions-driven culture.
Requirements:
- 4+ years' experience supporting Windows OS, MS Office, and IT systems in a law firm or professional services environment.
- Prior supervisory/service desk leadership experience required.
- ITIL certification preferred.
- Strong technical, problem-solving, and communication skills.
- Experience with Exchange, document management systems, and help desk software is a plus.
- Proven ability to lead teams, manage escalations, and drive process improvements.
Bonus: Collaborative culture, excellent benefits, and room to grow.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.