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HELP DESK SUPERVISOR
Ref No.: 17-16801
Location: Washington, District of Columbia
Immediate need for a talented HELP DESK SUPERVISOR with experience in the Legal Industry.
This is a Permanent opportunity with long-term potential and is located in Washington,DC. Please review the job description below and contact me ASAP if you are interested.

JobDiva: 17-16801

 Key Responsibilities:
 
  • Supervises day-to-day Help Desk tasks and activities.
  • Administers and maintains Help Desk ticketing system. Processes Help Desk service requests. Makes assignments to staff members, sets priorities, follows up to ensure that service requests are handled within the time specified, resolves unusual problems and handles high priority issues as needed, and retains a log of outstanding and completed service requests.  Effectively balances workload and types of assignments across the department.
  • Provides multimedia meeting support as necessary to assist the Audio/Visual Support staff, including the support of projectors and video & teleconference systems in a timely and efficient manner.
  • Responds to telephone, email, and in-person requests for technical support; including monitoring and responding to questions directed to the Help Desk Hotline and/or Help Desk e-mail alias.
  • Tracks, documents, monitors, and completes all issues in IQ-track to ensure timely and effective resolution, escalating to others in IT Support and overall IT as necessary to realize issue resolution.
  • Serves as a technical resource for the Help Desk staff to ensure problems are resolved and team members continuously learn.
  • Assures full training of the Help Desk staff at all times, including technical, best practices, procedures and policies. Schedules internal skills training for staff as needed.
  • Schedules Help Desk staff shifts to ensure hours of operation are covered, including during emergency office closures such as weather related events.
  • Evaluates and recommends improvements to processes and procedures, including assisting Help Desk Manager develop and implement standard operating procedures (SOPs).
  • Monitors and continuously improves support services model to identify opportunities for improved efficiency and address any backlogs or service delays.
  • Serves as liaison with after-hours support vendor to ensure service needs are met by reviewing tickets, providing training, and making sure the Knowledge Base information is accurate and current.
  • Analyzes Help Desk work flow for trends to identify potential problem areas, improve business processes, make recommendations to IT technical trainers, and improve technical support services.
  • Works closely with other IT teams such as Networking, to provide feedback to help identify and understand system changes, and to prepare the Help Desk for these changes.
Staff Development, Leadership and Management:
  • Supervises Help Desk staff including monitoring staff workflow to ensure that workloads are appropriately weighted and balanced; coordinating assignments to meet daily, weekly and monthly deadlines.
  • Participates in interviewing and candidate selection, assimilation, and training of new and current Help Desk staff, as needed.
  • Provides guidance/coaching to staff members through real-time feedback during the course of day-to-day interactions.
  • Assists Help Desk Manager with the performance evaluation process in a thoughtful, fair and timely manner; and ensures development plans are in place to monitor staff growth and make appropriate progress against stated developmental goals.
  • Identifies areas for additional training to ensure that skill levels meet the firm's high standards of excellence. Provides guidance and development opportunities to help staff members achieve longer-term career aspirations.
  • Participates in regular staff meetings to discuss departmental operations issues, firm initiatives, and provide continuing education on policies and trends relating to Help Desk issues.
Key Requirements and Technology Experience:
  • Bachelor's degree in relevant information technology area required; or equivalent years of relevant experience in lieu of a degree.
  • At least seven years of Help Desk or Information Technology customer service experience; law firm experience preferred.
  • Advanced knowledge of current Information Technology devices and software applications, such as: Microsoft Office products, NetDocuments, EMS, Cisco UCCX (Finesse), and Anti-malware software.
  • Certifications in Microsoft technologies, ITIL or ITSM are desirable.
  • In-depth experience with Microsoft desktop operating systems.
  • Thorough understanding of Help Desk operations, IT best practices, industry trends and best practice customer service.
  • Well-developed and sophisticated organizational, communication and interpersonal skills, with a proven ability to relate to and gain the confidence of people at all levels within an organization, as well as an ability to build strong relationships and work in a collaborative environment.
  • Ability to display professionalism, quality service and a "can do" attitude to internal members/departments of the firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.
  • Ability to remain current and adapt to new technology, changes in systems and operational procedures, and shifts in information technology demands.
  • Flexibility & Agility:  Ability to adapt behavior in response to new information or changing circumstances; remaining open to new methods, ideas, or approaches.
  • Continuous Learning:  Demonstrates self-awareness and lifelong learning; ability to continually improve skills and capabilities; willingness to learn new things; proactively identifying new areas for growth; takes the time to learn and apply newly gained knowledge and skills on the job.
  • Customer Service:  Ability to create an environment dedicated to superior customer service, making each interaction a positive one by acknowledging the importance and value of the person being served.
  • Emotional Intelligence:  Ability to maintain a clear, realistic understanding of personal goals, capabilities, and limitations.
  • Coaching and Mentoring:  Ability to inspire, motivate, and guide staff toward goal accomplishment; developing leadership skills in others through feedback and guidance.
  • Problem Solving:  Ability to quickly and systematically analyze the causes of work-related problems before taking corrective action.
  • Decision Making:  Ability to generate and evaluate alternatives before making a decision or taking action; anticipating the consequences of decisions and involving people appropriately in decisions that may impact them.
  • Strategic Planning:  Ability to identify key issues affecting the work of the organization; developing and implementing effective short and long-term strategies to address key issues and achieve the goals and objectives of the organization.
  • Communication:  Ability to convey ideas and opinions clearly to others at all levels of the organization, both verbally and in writing; adapting communication strategy to the needs of the audience.
  • Managing and Leading Change:  Ability to clearly communicate the need for change and put a realistic plan in place to achieve the desired outcome, helping staff adapt behavior and work methods in response to new information or changing conditions.
  • Time Management:  Ability to allocate time appropriately among people and projects in order to respond quickly and positively to shifting demands and opportunities in a fast-paced environment; ability to work under tight deadlines and handle multiple, detailed tasks.
  • Resilience:  Ability to project credibility and poise under difficult or adverse conditions; remaining focused, composed, and optimistic.
  • Team Building and Managing Conflict:  Team-oriented person who can share information, goals, opportunities, successes and failures with the appropriate parties; able to facilitate the constructive resolution of conflict.
  • Performance Management:  Ability to set clear performance targets and check on the progress and quality of work, providing specific feedback on a regular basis that enables others to understand what they have done well and how they can improve in the future.
  • Managing Diversity:  Ability to foster an environment in which people who are culturally and educationally diverse can work together cooperatively and effectively in achieving organizational goals.
  • Morale Building:  Ability to understand the factors that affect employee morale; creating an organizational climate which promotes enthusiasm and dedication to achieving organizational goals; treating people as the organization's most valuable asset.
  • Collaboration: Ability to work collaboratively and effectively with other firm leaders and managers to meet organizational goals in a multi-office environment.

Our client is a leading Legal  organization and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.