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IT Service Desk Supervisor

Title IT Service Desk Supervisor
Categories IT
Salary $80-90K USD
Job Information
The IT Service Desk provides a technology first-point-of-contact service for lawyers, secretaries and other business professionals in offices around the world. The IT Service Desk Supervisor is a new role, the focus of which will be the optimisation of technology investment through the provision of global technical support services and proactive systems monitoring. The successful applicant will be responsible for ensuring that partners and staff have access to the best possible IT support services, and that the existing Service Desk team delivers timely and efficient resolution of technical problems.
Key responsibilities include:
  • Maintenance and ongoing development of service delivery framework. Preparation of metrics reports.
  • Management, prioritisation, escalation and timely resolution of customer and vendor issues.
  • Dissemination of technical knowledge to Service Desk professionals through the provision of a structured training program.
  • Developing, leading and motivating the team of Service Desk professionals in order to deliver prompt and professional technical support and advice, resulting in outstanding customer satisfaction.
  • Definition and enhancement of Service Desk and IT operational procedures
The successful candidate will be a first-class communicator, will have strong knowledge of Microsoft Windows, Microsoft Office, and law-firm technologies including document management systems (FileSite), practice management systems (Aderant) and document construction technology. He or she will have a solid understanding of all aspects of IT Service Desk management, and knowledge of framework for IT Service Management would be a distinct advantage. Significant experience working in a Service Desk role is a prerequisite, preferably in a law firm or professional services environment.
All candidates should be able to demonstrate excellent interpersonal skills and should be able to interact professionally with staff at all levels of the organisation, both verbally and in writing. Reliability and attention to detail are essential. Salary will be commensurate with qualifications and experience. Please submit a cover letter and resume.
If you are interested in this position submit your resume to mike@baraud.com
Job Type permanent