[Hiring] Service Desk Supervisor @Ogletree Deakins

Role Description

Ogletree Deakins has an opportunity for an experienced Service Desk Supervisor to join the firm’s Technology Department. The Service Desk Supervisor is responsible for the first level, hands-on, supervision of the IT Service Desk, delivering technology support over phone and email to all Ogletree locations firm wide.

• Provide first-level supervisory support and direction to Service 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 Service 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):
  • Service 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/Survey Responses
• Handle technical escalations from other Service Desk analysts
• Oversee and participate in new Service Desk analyst training
• Continuous Improvement, creative approach to automation using AI tools, and Project Management
• Participate in, or project manage projects/tasks assigned for the Service Desk
• Work with other technology teams and firm administrative teams, including Site Support, Applications & Infrastructure teams, HR, and Knowledge & Innovation teams
• Meet regularly with Service 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 contribute 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

Qualifications

• Four-year technical degree or equivalent work experience
• 6+ years Service Desk experience in an enterprise environment
• 6+ years Microsoft product support experience, including Windows 11, Azure, Microsoft Office Suite including Teams
• 2+ years supervising a team of five or more, or equivalent experience as a Senior Analyst demonstrating leadership, mentoring, and team coordination responsibilities
• 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 commonplace for the average week as no problem is left unresolved. It is estimated that the workweek will average approximately 45 hours.
• The position oversees first-responder assistance to end-users, escalated incidents from the Service 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
• Occasional travel may be required for in-person meetings and other events

Requirements

• 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

Benefits

• Paid Time Off
• Paid Sick Leave
• 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

Contact Information

If you have questions, please e-mail Andrew Doucet at [email protected] with “Help Desk Supervisor" in the subject line. Please note, applications submitted via e-mail will not be considered.