- Company Name
- Arnold & Porter
- Job Title
- IT Service Desk Supervisor
- Job Description
-
**Job Title**
IT Service Desk Supervisor
**Role Summary**
Lead and manage daily operations of the IT service desk, ensuring timely, high‑quality support for staff and clients. Supervise Service Desk Analysts, develop processes, monitor performance against SLAs, and act as a liaison with broader IT teams.
**Expectations**
- 4+ years of IT support experience, including at least 2–3 years in a supervisory/leadership role.
- Background in a law firm or professional‑services environment preferred.
- Demonstrated ability to apply ITIL principles and drive process improvement.
**Key Responsibilities**
- Oversee day‑to‑day service desk workflow, ensuring all tickets are addressed within SLA timelines.
- Supervise and coach Service Desk Analysts and Senior Analysts, fostering talent development and customer‑service excellence.
- Design, implement, and refine service desk processes, tools, and documentation to enhance efficiency and effectiveness.
- Monitor, analyze, and report on key performance metrics; identify trends and recommend corrective actions.
- Collaborate with IT infrastructure, security, and application teams to resolve escalated incidents.
- Deliver training on IT systems, tools, and customer‑service procedures.
- Produce clear, concise reports, correspondence, and operational manuals for stakeholders.
- Lead change initiatives and influence adoption of new technologies or procedures.
**Required Skills**
- Leadership & coaching, with strong interpersonal communication.
- Advanced customer‑service orientation, able to manage complex escalations.
- Technical proficiency: Windows OS, MS Office, Exchange, hardware (workstations, laptops, printers), and document‑management systems.
- Experience with service‑desk management software (e.g., ServiceNow, Remedy).
- Strong analytical and data‑driven decision‑making capabilities.
- Ability to write procedures, reports, and executive summaries.
- High integrity, confidentiality, and judgment in handling sensitive information.
- Adaptability to fast‑paced, multi‑priority environments; resilience under pressure.
**Required Education & Certifications**
- 2‑year college degree preferred (equivalent experience acceptable).
- ITIL Foundation certification preferred.
- Relevant professional certifications (e.g., CompTIA A+/Network+, Microsoft Certified IT Professional, or equivalent) optional but advantageous.
Washington dc district of columbia, United states
On site
Junior
24-12-2025