IT Service Desk Supervisor Location: Washington, DC, US Job ID: ATR 17107 Job Description Position Title: IT Service Desk Supervisor Location: Washington, D.C. Position Overview: We have 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: - Managing the day-to-day operations of theservice 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. Education and Experience: - 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 certificationpreferred. - Minimum four years’ experience implementing, maintaining, and supporting Windows operating systems and MS Office application suites. - Experience withExchangeand adocument management systemis 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. Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer (EOE) who will provide equal employment opportunity to employees and applicants for employment without regard to race, ethnicity, religion, color, sex, pregnancy, national origin, age, veteran status, ancestry, sexual orientation, gender identity or expression, marital status, family structure, genetic information, or mental or physical disability. First Name Required Last Name Required Email Address Required Phone Number CountryNoneAfghanistanÅland IslandsAlbaniaAlgeriaAmerican SamoaAndorraAngolaAnguillaAntarcticaAntigua and BarbudaArgentinaArmeniaArubaAustraliaAustriaAzerbaijanBahamasBahrainBangladeshBarbadosBelarusBelgiumBelizeBeninBermudaBhutanBoliviaBonaire, Sint Eustatius and SabaBosnia and HerzegovinaBotswanaBouvet IslandBrazilBritish Indian Ocean TerritoryBritish Virgin IslandsBruneiBulgariaBurkina FasoBurundiCabo VerdeCambodiaCameroonCanadaCayman IslandsCentral African RepublicChadChileChinaChristmas IslandCocos (Keeling) IslandsColombiaComorosCongoCongo-BrazzavilleCook IslandsCosta RicaCôte d'IvoireCroatiaCubaCuraçaoCyprusCzechiaDemocratic People's Republic of KoreaDenmarkDjiboutiDominicaDominican RepublicEcuadorEgyptEl SalvadorEquatorial GuineaEritreaEstoniaEthiopiaFalkland IslandsFaroe IslandsFederated States of MicronesiaFijiFinlandFranceFrench GuianaFrench PolynesiaFrench Southern TerritoriesGabonGambiaGeorgiaGermanyGhanaGibraltarGreeceGreenlandGrenadaGuadeloupeGuamGuatemalaGuernseyGuineaGuinea-BissauGuyanaHaitiHeard Island and McDonald IslandsHondurasHong KongHungaryIcelandIndiaIndonesiaIraqIrelandIslamic Republic of IranIsle of ManIsraelItalyJamaicaJapanJerseyJordanKazakhstanKenyaKiribatiKuwaitKyrgyzstanLao People's Democratic RepublicLatviaLebanonLesothoLiberiaLibyaLiechtensteinLithuaniaLuxembourgMacaoMacedoniaMadagascarMalawiMalaysiaMaldivesMaliMaltaMarshall IslandsMartiniqueMauritaniaMauritiusMayotteMexicoMonacoMongoliaMontenegroMontserratMoroccoMozambiqueMyanmarNamibiaNauruNepalNetherlandsNew CaledoniaNew ZealandNicaraguaNigerNigeriaNiueNorfolk IslandNorthern Mariana IslandsNorwayOmanPakistanPalauPanamaPapua New GuineaParaguayPeruPhilippinesPitcairnPolandPortugalPuerto RicoQatarRepublic of KoreaRepublic of MoldovaReunionRomaniaRussiaRwandaSaint BarthelemySaint Helena, Ascension and Tristan da CunhaSaint Kitts and NevisSaint LuciaSaint MartinSaint Pierre and MiquelonSaint Vincent and the GrenadinesSamoaSan MarinoSao Tome and PrincipeSaudi ArabiaSenegalSerbiaSeychellesSierra LeoneSingaporeSint Maarten (Dutch part)SlovakiaSloveniaSolomon IslandsSomaliaSouth AfricaSouth Georgia and the South Sandwich IslandsSouth SudanSpainSri LankaState of PalestineSudanSurinameSvalbard and Jan MayenSwazilandSwedenSwitzerlandSyriaTaiwanTajikistanThailandTimor-LesteTogoTokelauTongaTrinidad and TobagoTunisiaTurkeyTurkmenistanTurks and Caicos IslandsTuvaluU.S. Virgin IslandsUgandaUkraineUnited Arab EmiratesUnited KingdomUnited Republic of TanzaniaUnited StatesUnited States Minor Outlying IslandsUruguayUzbekistanVanuatuVaticanVenezuelaVietnamWallis and FutunaWestern SaharaYemenZambiaZimbabwe State/ProvinceNone City ZIP/Postal Code Resume Choose File... Required, maximum file size is 512KB, allowed file types are doc, docx, pdf, odf, and txt Message Success! Your application was successfully sent!