IT Service Desk Supervisor - Arnold & Porter Kaye Scholer LLP - Hybrid in Washington D.C., DC, US | Dice.com

Arnold & Porter Kaye Scholer LLP

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IT Service Desk Supervisor

Hybrid in Washington D.C., DC, US • Posted 60+ days ago • Updated 27 days ago

Full Time

No Travel Required

Hybrid

$110,000 - $130,000/yr

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Supervisory Experience
Customer Service

Summary

The Information Technology Department of Arnold & Porter has 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 include but are not limited to:

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

Qualifications:

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.

The anticipated base salary for this position is $110,000 to $130,000. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.

For benefits information, please click here .

The firm may provide a discretionary bonus annually.

Arnold & Porter is an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, sex, pregnancy and childbirth (including breastfeeding and related medical conditions), age, marital or partnership status, familial status, sexual orientation, gender, gender identity, gender expression, transgender, physical or mental disability, medical condition, family leave status, citizenship status, immigration status, ancestry, genetic information, military or veteran status, or any other characteristic protected by local, state or federal laws, rules or regulations. Our Firm's equal opportunity policy applies to all employment practices and terms and conditions, including, without limitation, recruitment, employment, assignment, training, compensation, benefits, promotions, disciplinary action and terminations. For purposes of the firm's Anti-discrimination and Anti-harassment Policies, the term "race" includes, without limitation, traits historically associated with race, including, but not limited to, hair texture and protective hairstyles, such as braids, locks, and twists.

Arnold & Porter Kaye Scholer LLP endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Director of Support Staff at +1 . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

For our EEO Policy Statement, please . If you would like more information about your EEO rights as an applicant under the law, please click .

Arnold & Porter Kaye Scholer LLP uses E-Verify, which is a web-based system, to confirm the eligibility of our employees to work in the United States. As an E-Verify employer, we verify the identity and employment eligibility of newly hired employees by electronically matching information provided by employees on the Form I-9, Employment Eligibility Verification, against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). We use E-Verify because we are a federal contractor containing the Federal Acquisition Regulation (FAR) E-Verify clause. Please see the posters for details regarding E-Verify or contact Arnold & Porter Kaye Scholer LLP s Human Resources Department for more information. and .

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.

Dice Id: RTL519909
Position Id: 5204
Posted 30+ days ago

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