Service Desk Supervisor

Ogletree Deakins•Greenville, SC

About The Position

We have the opportunity for an experienced Service Desk Supervisor to join the Firm's Technology department. The Service Desk Supervisor is responsible for the first level supervision of the 24/7 365 IT Service Desk, delivering technology support over phone and email to all Ogletree locations firm wide.

Requirements

Four-year technical degree or equivalent work experience
6+ years Help Desk experience in an enterprise environment.
6+ years Microsoft product support experience including Windows 10, Windows 7, Microsoft Office Suite
2+ years supervising a team of five or more
Superior customer service/interpersonal skills (both oral & written)
Superior multi-task and time management skills
Independent analysis and strong problem solving skills
Excellent sense of urgency, attention to detail and the ability to triage incidents, problems, tasks, and projects quickly
Ability to work as a member of a team or independently
Overtime will be common place for the average week as no problem is left unresolved. It is estimated that the work week will average 45 hours per week.
The position oversees first-responder assistance to end-users, escalated incidents from the Help Desk, and may require after-hours, weekends, and holidays for emergencies and scheduled projects/tasks.
The candidate must be willing to respond during disasters or emergencies.

Nice To Haves

Law firm experience a major plus
Certification(s): ITIL Foundations v3, Help Desk Institute (HDI), MOS
Document Management System support experience
Mobile Device Management experience

Responsibilities

Provide first level supervisory support and direction to Help Desk Staff
Supervise, mentor, coach and lead staff, conduct performance evaluations, develop professional growth opportunities and initiate corrective action.
Oversee scheduling, prioritization and timely completion of Help Desk related activities and projects
With a focus on ITIL best practices, monitor and report on continuous improvement goals against Key Performance Indicators that include (but not limited to):
Help Desk Analyst Scorecard
Average Speed of Answer/Abandoned Call Rate
First Contact Resolution
Mean Time To Resolution/Ticket Aging
Agent Utilization
Ticket Quality/Customer Satisfaction
Handle technical escalations from other Help Desk analysts
Oversee and participate in new Help Desk analyst training
Continuous Improvement and Project Management
Participate in, or project manage projects/tasks assigned for the Help Desk
Work with other technology teams including Site Support, Applications & Infrastructure teams
Meet regularly with Help Desk Manager and participate in process and procedure improvement discussions
Responsible for firm wide communications related to scheduled and unscheduled technology service downtime and rollouts.
Participates in new application testing and special projects
Oversee and contributes to the IT Service Management knowledge-base
Provides excellent customer service and practices total contact ownership from acknowledgement to closure
Contributes to the good of the IT Department and the entire firm

Benefits

Paid Time Off
Paid Sick Leave
a 401(k) matching program
Profit Sharing
Paid Holidays
Paid Parental Leave
affordable Health and Life Insurance including Dental & Vision coverage
Health Savings Account /Flexible Spending Accounts to help offset the cost of dependent care and/or health care expenses
Tuition Reimbursement
Employee Assistance Program