Integritas Search
Integritas is working with a network partner to help fill an
IT Service Desk Manager role in Washington DC
.
This role has a hybrid option, but the ideal candidate resides in the DC area. Contact Ben (ben@integritassearch.com) for more information.
IT Service Desk Manager
Our client, a prestigious international law firm, is seeking a seasoned IT Service Desk Manager to lead their technology support operations in Washington, DC. This role is pivotal in ensuring seamless, high-quality IT support across the firm's global footprint, operating in a fast-paced, 24/7 environment. Role Overview
The IT Service Desk Manager will oversee the centralized Service Desk team, driving excellence in incident resolution and request fulfillment. This leader will manage personnel, optimize workflows, and champion a culture of superior customer service for end users firm-wide. Key Responsibilities
Lead and mentor the Service Desk Supervisor and Analysts, ensuring consistent, high-quality support. Oversee maintenance and troubleshooting for computers, printers, and related systems, ensuring timely issue resolution. Strategically schedule Service Desk coverage to meet 24/7 operational demands. Advise the Director of Technology Support on staffing needs and resource planning. Guide career development and training initiatives for Service Desk staff. Define and track performance metrics to drive continuous improvement. Manage administrative tasks including leave approvals, timecards, and performance reviews. Identify and implement process enhancements for service delivery and problem resolution. Conduct incident trend analysis and recommend strategies to reduce recurring issues. Maintain and enhance the support services knowledge base. Collaborate with the Training Manager to align end-user training programs with firm needs. Oversee location-specific IT projects, such as hardware refresh initiatives. Partner with cross-functional leaders to ensure efficient execution of firm-wide technology projects. Promote compliance with IT policies and procedures across the organization. Qualifications Bachelor's degree preferred; equivalent experience considered. 6+ years of end-user support experience, with at least 3 years in a supervisory role. Strong technical expertise in: Windows OS and Microsoft Office Suite Computer hardware and mobile devices Remote access and network connectivity
Proven leadership and project management capabilities. Exceptional communication, organizational, and customer service skills. Ability to manage confidential information with discretion and integrity. Skilled in interpreting complex instructions and solving practical problems. Strategic mindset with a focus on driving change and achieving results. Willingness to work flexible hours as needed.
#ben #infotech
IT Service Desk Manager role in Washington DC
.
This role has a hybrid option, but the ideal candidate resides in the DC area. Contact Ben (ben@integritassearch.com) for more information.
IT Service Desk Manager
Our client, a prestigious international law firm, is seeking a seasoned IT Service Desk Manager to lead their technology support operations in Washington, DC. This role is pivotal in ensuring seamless, high-quality IT support across the firm's global footprint, operating in a fast-paced, 24/7 environment. Role Overview
The IT Service Desk Manager will oversee the centralized Service Desk team, driving excellence in incident resolution and request fulfillment. This leader will manage personnel, optimize workflows, and champion a culture of superior customer service for end users firm-wide. Key Responsibilities
Lead and mentor the Service Desk Supervisor and Analysts, ensuring consistent, high-quality support. Oversee maintenance and troubleshooting for computers, printers, and related systems, ensuring timely issue resolution. Strategically schedule Service Desk coverage to meet 24/7 operational demands. Advise the Director of Technology Support on staffing needs and resource planning. Guide career development and training initiatives for Service Desk staff. Define and track performance metrics to drive continuous improvement. Manage administrative tasks including leave approvals, timecards, and performance reviews. Identify and implement process enhancements for service delivery and problem resolution. Conduct incident trend analysis and recommend strategies to reduce recurring issues. Maintain and enhance the support services knowledge base. Collaborate with the Training Manager to align end-user training programs with firm needs. Oversee location-specific IT projects, such as hardware refresh initiatives. Partner with cross-functional leaders to ensure efficient execution of firm-wide technology projects. Promote compliance with IT policies and procedures across the organization. Qualifications Bachelor's degree preferred; equivalent experience considered. 6+ years of end-user support experience, with at least 3 years in a supervisory role. Strong technical expertise in: Windows OS and Microsoft Office Suite Computer hardware and mobile devices Remote access and network connectivity
Proven leadership and project management capabilities. Exceptional communication, organizational, and customer service skills. Ability to manage confidential information with discretion and integrity. Skilled in interpreting complex instructions and solving practical problems. Strategic mindset with a focus on driving change and achieving results. Willingness to work flexible hours as needed.
#ben #infotech