Help Desk Manager

Job Overview

Job Description

Help Desk Manager - for top tier global law firm in Washington, DC.
This position is responsible for leading the help desk team to provide gold-standard technology experience. This role takes lead on the end-to-end design and delivery of IT Help Desk support services to maintain defined service levels and uphold customer expectations for quality.

Duties:
Oversees global IT Help Desk staff to provide timely and courteous technology support. Work to provide responsive/customer oriented service that meets or exceeds expectations. Contributes to the design/development/support of the IT Service Catalog, along with defined SLAs, owners, and fulfillment processes. Partners with the Director of Service Management and other cross-functional IT leads to define, implement, measure, and continuously enhance ITSM processes for the IT Help Desk. Partners with the Director of Service Management and other peer IT functional leadership to establish a global tiered service model. Schedules Help Desk staff shifts to ensure hours of operation are covered. Manages 3rd party support vendors.
Works closely with cross functional IT leadership to provide feedback on services, help identify and understand system changes. Works with supervisory leads to monitor and adjust inbound work assignments for handling support requests within established service level agreements. Actively works to deploy and promote ITIL best practices. Actively informs and co-develops the knowledge base for technology services. Conducts quality review procedures to ensure quality services. Reviews IT Help Desk training materials created by Training staff and conducts IT Help Desk training at Help Desk meetings. Stays abreast of industry trends and best practices for service management.

Position Requirements: Must have at least seven years of relevant experience, ideally in a large law firm. College degree preferred. ITIL v4 technical certification preferred. Proven success leading an IT Support team. Demonstrated experience designing/implementing/refining a global, tiered IT support desk model. Demonstrated experience with ITIL oriented process design for IT Service Management. Experience leading service desk performance indicators and service level standards. Experience with leading service desk technology solutions such as ServiceNow. Experience with current operating systems and applications/technologies common to a Law firm. Strong service orientation. Proven success managing a team of information technology specialists. Highly motivated, analytical, organized, and efficient. Excellent problem solving and debugging skills.

Salary is commensurate with experience.