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IT Service Desk Supervisor

New Haven , CT

Posted: 07/15/2019 Employment Type: Full Time Industry: Information Technology Job Number: A Pay Rate: $90,000 to $105,000

International Law Firm looking to hire an IT Service Desk Supervisor to help with organizing the Library and cataloging for the firm. Great opportunity to manage an IT Service Desk and a team of six Support Analysts!

Areas of focus and responsibilities:

  • IT Service Desk Supervisor is responsible for leading and mentoring a team of six IT Support Analyst across seven US offices.
  • Day-to-day accountability for the US Service Delivery function and ensuring an excellent IT service to Partners and staff
  • Monitor, audit, report and analyze the health of the Service Desk function using ticket related performance KPIs.
  • Provide regular and ad hoc status updates to line management.
  • Act as the first point of escalation for performance issues within the team and customer related issues.
  • Inform line management of any escalating issues so they can be resolved within reasonable time scales.
  • Deliver end-to-end support in accordance with IT service management procedures.
  • Act as the communications lead following an agreed major incident procedure and be responsible for service related communications.
  • Identify improvement opportunities and work with line management to implement programs that enhance Service Desk operations, customer satisfaction with IT, and overall usage of the firm's technology products and services.
  • Organize rotas, monitor queues, calls, and interactions of Service Desk staff including the ticketing system, documentation, and escalations to ensure that all interactions and escalations meet established criteria, and are documented appropriately.
  • Set goals for performance, support and develop staff through regular coaching meetings, training needs analysis, development plans, and appraisals.
  • Proactively learn and train other staff members on new products and service technologies.
  • Ensure that IT asset inventories are maintained and records are kept fully up-to-date.
  • Supervise the production and maintenance of technical documentation and articles for the knowledge base.
  • Perform technical support functions via phone, remote connection and desk side visits, as required.


Skills, knowledge, qualifications and competencies:

  • The role is based in the New Haven office with regular travel to the New York and Greenwich offices, and occasional travel to our west coast offices
  • At least three years of experience supervising a busy, well-structured and mature Service Desk.
  • Experience in Incident, Request, Major Incident, and Problem Management gained in an ITIL-based organisation.
  • It is expected that the qualified candidate will have relevant ITIL qualifications.
  • Experience working with/optimising an ITSM tool (Alemba vFire or similar).
  • Strong KPI focus - Reporting and monitoring skills.
  • Ability to identify and analyze process related metrics.
  • Experience with leading small improvement projects/initiatives.
  • Good technical knowledge of Windows 10 Professional, Skype, Microsoft Active Directory, Exchange, and SCCM.
  • Detailed knowledge of the Microsoft Office 2010/13/16 Suite including installing, configuring, and supporting a network environment.
  • Technical knowledge of remote working technologies – Citrix, VPN, and DUO Administration.
  • Technical knowledge of supporting video conferencing systems.
  • Technical knowledge of supporting telephone systems – Avaya or similar.
  • Configuration, analysis, and diagnostics of PC, Printer and Laptop faults.
  • Familiarity with HP PC hardware, Lenovo Laptops, HP Laser printers, and Canon multifunction devices.
  • Experience with a Document Management System – iManage or similar.
  • Experience with scanning solutions, Omtool AccuRoute or similar.
  • Legal industry applications – iManage, BigHand, Elite, Workshare, InterAction, Template Management systems.

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