The Washington, DC office of Finnegan, Henderson, Farabow, Garrett & Dunner, LLP, one of the world’s leading and largest intellectual property law firms, is seeking a Help Desk Supervisor. Reporting to the Help Desk Manager, the supervisor is responsible for ensuring the smooth day-to-day operations of the help desk function, consistent and high quality technical support to users, and the proper escalation and resolution of technology issues. The Help Desk Supervisor works closely with the Help Desk Manager in the hiring, development, and training of the Help Desk staff. This position has frequent contact with firm staff, management, attorneys, and vendors.
Responsibilities include: supervising day-to-day tasks and activities; administering and maintaining ticketing system; processing service requests; setting assignments and priorities; resolving unusual problems and handling high priority issues; balancing workload and assignments across the department; assisting Audio/Visual Support staff; responding to requests for technical support; monitoring and responding to questions directed to the hotline or e-mail alias; scheduling internal skills training for staff as needed; evaluating and recommending improvements to processes and procedures; monitoring and continuously improving support services model to identify opportunities for improved efficiency and address any backlogs or service delays; analyzing work flow for trends to identify potential problem areas, improving business processes; working closely with networking department, to provide feedback and help identify and understand system changes; working closely with the Help Desk Manager to establish metric reporting of staff; supervising help desk staff including monitoring staff workflow and coordinating assignments.
Successful candidates must have a Bachelor’s degree in relevant information technology area, or equivalent years of relevant experience in lieu of a degree and 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: computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access, Network connectivity, 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 as well as 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 is required.
The firm offers an excellent compensation and benefits package and is an equal opportunity employer.