JMS Talent Acquisition LLC
IT Service Desk Supervisor
JMS Talent Acquisition LLC, Washington, District of Columbia, us, 20022
Overview
We are seeking an
IT Service Desk Supervisor
to manage the day-to-day operations of a centralized service desk. This role is responsible for ensuring timely resolution of support requests, supervising service desk staff, and improving processes to enhance efficiency and customer service. The IT Service Desk Supervisor reports to the IT Service Desk Manager and works closely with other technology teams to provide effective support across all IT systems and services.
Responsibilities
Oversee daily service desk operations, ensuring all support requests are handled promptly and efficiently.
Supervise Service Desk Analysts and Senior Analysts, providing coaching, guidance, and performance feedback.
Develop and implement processes to improve service desk efficiency and effectiveness.
Monitor and report on service desk performance, identifying areas for improvement and ensuring SLAs are consistently met.
Collaborate with IT colleagues to ensure effective support for all systems and services.
Provide training and support to analysts on IT systems and customer service practices.
Manage escalated support requests and coordinate with other IT teams to resolve complex issues.
Maintain documentation, reports, and procedure manuals for service desk operations. Qualifications
Two-year college degree preferred; equivalent work experience will be considered.
Prior supervisory experience in a service desk environment, ideally within a law firm or professional services organization.
Minimum of four years' experience supporting and maintaining Windows operating systems and Microsoft Office application suites.
Experience with Exchange and document management systems preferred.
ITIL Foundation certification a plus.
Strong technical skills in configuring and supporting workstations, laptops, and printers.
Experience using service desk management tools to track and monitor requests.
Excellent customer service and interpersonal skills, with the ability to communicate effectively at all levels.
Strong problem-solving, analytical, and organizational abilities.
Demonstrated ability to coach, motivate, and develop team members.
Ability to manage multiple priorities, work under pressure, and maintain attention to detail.
Proven professionalism, judgment, and discretion in handling sensitive information.
Flexibility to work additional hours as needed.
The anticipated base salary range for this role is
$110,000 - $130,000 , depending on qualifications, experience, education, certifications, and work location.
We are seeking an
IT Service Desk Supervisor
to manage the day-to-day operations of a centralized service desk. This role is responsible for ensuring timely resolution of support requests, supervising service desk staff, and improving processes to enhance efficiency and customer service. The IT Service Desk Supervisor reports to the IT Service Desk Manager and works closely with other technology teams to provide effective support across all IT systems and services.
Responsibilities
Oversee daily service desk operations, ensuring all support requests are handled promptly and efficiently.
Supervise Service Desk Analysts and Senior Analysts, providing coaching, guidance, and performance feedback.
Develop and implement processes to improve service desk efficiency and effectiveness.
Monitor and report on service desk performance, identifying areas for improvement and ensuring SLAs are consistently met.
Collaborate with IT colleagues to ensure effective support for all systems and services.
Provide training and support to analysts on IT systems and customer service practices.
Manage escalated support requests and coordinate with other IT teams to resolve complex issues.
Maintain documentation, reports, and procedure manuals for service desk operations. Qualifications
Two-year college degree preferred; equivalent work experience will be considered.
Prior supervisory experience in a service desk environment, ideally within a law firm or professional services organization.
Minimum of four years' experience supporting and maintaining Windows operating systems and Microsoft Office application suites.
Experience with Exchange and document management systems preferred.
ITIL Foundation certification a plus.
Strong technical skills in configuring and supporting workstations, laptops, and printers.
Experience using service desk management tools to track and monitor requests.
Excellent customer service and interpersonal skills, with the ability to communicate effectively at all levels.
Strong problem-solving, analytical, and organizational abilities.
Demonstrated ability to coach, motivate, and develop team members.
Ability to manage multiple priorities, work under pressure, and maintain attention to detail.
Proven professionalism, judgment, and discretion in handling sensitive information.
Flexibility to work additional hours as needed.
The anticipated base salary range for this role is
$110,000 - $130,000 , depending on qualifications, experience, education, certifications, and work location.