Supervisor IT Desktop Support

Fish & Richardson•Minneapolis, MN

2d•Hybrid

About The Position

Fish & Richardson, a premier global intellectual property law firm, is seeking a Supervisor of IT Desktop Support to join their Information Technology Department in Minneapolis. This role involves overseeing and directing the daily activities of a geographically dispersed team of IT Specialists, ensuring coverage across all locations. The supervisor will be responsible for developing work schedules, planning and assigning tasks, and serving as the primary technical and operational escalation point for the ITDS team. This includes investigating and resolving complex issues, analyzing problems, and implementing solutions. The role also requires monitoring ITDS work queues to ensure timely ticket resolution according to SLAs, preparing monthly management reports on group operations and performance, and developing structured training for team members. The firm emphasizes a creative and inclusive culture that values diversity.

Requirements

5+ years of experience in direct end-user desktop support, preferably in the professional services/legal industry.
2+ years of experience supervising a team of three or more staff.
High attention to detail in tracking large numbers of issues, with proven ability to identify and analyze issues, recommend and implement solutions.
Strong working knowledge of and experience supporting an enterprise desktop computing environment, including Microsoft Windows 11; Microsoft Office and Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint), document and practice-management systems; Adobe Acrobat, client networking (wired/wireless), remote access technologies including VPN and Citrix; and standard end-user hardware such as laptops, docking stations, monitors, printers, and peripherals.
Possess the managerial skills necessary in order to interact and communicate with team members, provide instruction and direction, determine work priorities, and coordinate the activities of a team.
Ability to oversee team members in various positions and geographic locations and to delegate and manage resources effectively.
Ability to work in the Minneapolis office up to 3 days per week is required.

Nice To Haves

Formal training in people management is preferred.

Responsibilities

Oversee and direct the daily activities of 10-20 geographically dispersed IT Specialists and ensure full coverage across all locations.
Develop, maintain, and enforce standard and on-call work schedules that align with business needs, including special projects.
Plan, assign, and direct work; ensure workloads are properly and evenly distributed, deadlines are met, and all tasks reflect organizational and departmental priorities.
Serve as the primary technical and operational escalation point for the ITDS team and lead the investigation and resolution of complex issues that go beyond basic troubleshooting.
Apply critical thinking to thoroughly analyze questions and issues, participate in investigations to identify their root causes, and develop and implement effective solutions.
Provide clear, comprehensive responses that demonstrate sound judgement and a deep understanding of the underlying challenges when needed.
Monitor all ITDS work queues within the ITSM and other systems to ensure tickets, tasks, and projects are addressed promptly according to the prescribed ticket handling standards and defined SLAs or project plans.
Prepare monthly management-level reports on the operations, performance and productivity of the ITDS group, including lease refresh scheduling and lease return progress.
Procure or develop and assign structured training for new and existing ITDS employees, ensuring all team members at each level possess the knowledge, technical competence, and behavioral standards required to perform their roles at a high level.