Help Desk Supervisor
Williams & Connolly LLP Washington
Williams & Connolly LLP is seeking a Help Desk Supervisor to oversee a team of eight User Support Representatives. Reporting to the Director of IT Service Delivery, this role is responsible for managing the day-to-day operations of the Help Desk, ensuring all requests are handled efficiently and effectively.
The W&C Help Desk provides 24/7 technical support in a fast-paced legal environment. The ideal candidate will have a passion for technology and a commitment to discovering innovative solutions. They will inspire and cultivate an exceptional customer service environment by fostering a positive, motivational, and team-oriented workplace.
Key Responsibilities:- Oversee procedures related to the identification, prioritization, and resolution of end-user help requests, including monitoring, tracking, and coordinating help desk functions.
- Manage the processing of incoming calls to the Help Desk via telephone, email, and walk-ins to ensure courteous, timely, and effective resolution of end-user requests.
- Initiate, implement, and oversee the improvement of Help Desk support processes and performance metrics by incorporating ITIL or similar IT service management best practices.
- Ensure continuous technical development of team members to stay current with the latest technologies.
- Communicate with end users through Help Desk tips, an intranet site, and email announcements as needed.
- Collaborate with Technical Trainers to update training curriculum based on trends identified by the Help Desk.
- Serve as the principal escalation point for critical firmwide problems or unique requests, providing in-person/hands-on support to end users at the desktop level.
- Coordinate communications and support response during critical risk, slowdown, and outage scenarios.
- Manage the weekly on-call schedule. This includes providing HR the confirmed coverage each week.
- Work closely with other IT teams to ensure effective support for all IT systems and services.
InteliblueAlexandria, 7 mi from Washington
This is a very urgent requirement with immediate placement, please apply for immediate consideration.
No Corp-to-Corp candidates - only W2 or 1099 candidates.
Job Title: Help Desk Analyst
Location: Mechanicsville, Virginia
Interview: In-Person...
Herndon (VA), 20 mi from Washington
is looking for a NANA Shareholder Help Desk Intern to work in our Herndon, VA office. The intern will assist providing the timely delivery of high-quality Level 1 services & support to all internal and external clients.
To join our team of outstanding...
MSR - Metro Staffing ResourcesBethesda (MD), 8 mi from Washington
IT Help Desk Manager
Location: Onsite (Limited Remote Flexibility)
We're on the lookout for a dedicated IT Help Desk Manager to join our team. In this role, you'll report directly to the Head of IT and play a pivotal role in ensuring...