IT Service Desk Manager Jobs in Washington DC

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Washington, DC 20001

Employment Type: Direct Hire Position Type: Tech Support Job Number: 25598 Rate DOE: $136,160 to $185,000

Job Description

Position: IT Service Desk Manager

Location: Washington, DC (Hybrid, 2-3 days in office)

Pay: $136,160 to $185,000 annually

Experience: 6+ years of experience to be responsible for the supervision, management, maintenance, and coordination of the IT Service Desk.

Education: Bachelor’s degree preferred (equivalent experience will be considered).

Type: Full-time; Direct Hire

Schedule: Day Shift, 9:00am to 5:30pm (Overtime as needed)

Kent Daniels & Associates is seeking an IT Service Desk Manager to join our dynamic law firm client!

Job Description:

Supervise IT Service Desk Supervisor and IT Service Desk Analysts to ensure quality customer service.
Provide support/maintenance of all computers and printers; ensuring timely resolution of issues.
Schedule firm’s Service Desk resources to maintain the timely handling of support issues in a 24/7 environment.
Provide information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.
Identify metrics and collect associated data to ensure optimal Service Desk operations.
Perform administrative duties related to the processing of all leave requests, timecards, and annual reviews; provide career development guidance to staff/recommend training paths.
Identify, recommend, and document procedures and processing improvements related to IT service delivery and problem resolution.
Perform incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services.
Supervise planning and management of location specific projects; review, edit, and maintain support services knowledge database.
Provide feedback to the Training Manager to ensure training programs meet needs of the firm.
Supporting firm policies and procedures.

Position Requirements:

Expert knowledge in Windows operating systems and Microsoft Office is required.
Working knowledge of and technical experience providing support for computer-related systems (computer/mobile Operating systems, Application Software, Computer Hardware, Remote Access, and Network connectivity) is needed.
Must have strong leadership, customer service, and communication skills, and personal initiative.
Proven project management skills and an ability to work in a deadline-driven environment.
Ability to write reports, business correspondence, and procedure manuals; effectively present information and respond to questions from all stakeholders.
Demonstrate a high degree of trustworthiness in handling confidential and sensitive information; ability to be a change agent and drive new firm initiatives.
Must be able to strategically maintain financial/budgetary information and read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.
Ability to demonstrate strategic focus and define goals and follow through to achieve results. Excellent organization skills with a strong attention to detail.

Kent Daniels & Associates is part of Array Corporation, the leading technology-enabled workforce solutions company whose mission is to fix how work is bought, sold and delivered to enable access to the American Dream.

We are proud to be an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Job Requirements

Supervise IT Service Desk Supervisor and IT Service Desk Analysts to ensure quality customer service.
Provide support/maintenance of all computers and printers; ensuring timely resolution of issues.
Schedule firm’s Service Desk resources to maintain the timely handling of support issues in a 24/7 environment.
Provide information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.
Identify metrics and collect associated data to ensure optimal Service Desk operations.
Perform administrative duties related to the processing of all leave requests, timecards, and annual reviews; provide career development guidance to staff/recommend training paths.
Identify, recommend, and document procedures and processing improvements related to IT service delivery and problem resolution.
Perform incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services.
Supervise planning and management of location specific projects; review, edit, and maintain support services knowledge database.
Provide feedback to the Training Manager to ensure training programs meet needs of the firm.
Supporting firm policies and procedures.

Position Requirements:

Expert knowledge in Windows operating systems and Microsoft Office is required.
Working knowledge of and technical experience providing support for computer-related systems (computer/mobile Operating systems, Application Software, Computer Hardware, Remote Access, and Network connectivity) is needed.
Must have strong leadership, customer service, and communication skills, and personal initiative.
Proven project management skills and an ability to work in a deadline-driven environment.
Ability to write reports, business correspondence, and procedure manuals; effectively present information and respond to questions from all stakeholders.
Demonstrate a high degree of trustworthiness in handling confidential and sensitive information; ability to be a change agent and drive new firm initiatives.
Must be able to strategically maintain financial/budgetary information and read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.
Ability to demonstrate strategic focus and define goals and follow through to achieve results. Excellent organization skills with a strong attention to detail.

Additional Information

Kent Daniels and Associates is a legal staffing service specializing in the placement of temporary, temp-to-hire and full-time regular employees in law firms and corporate legal departments in Los Angeles, San Francisco, San Diego, and nationwide. We staff all positions in law firms and all three shifts - day, swing and graveyard. Kent Daniels was established in 1986, giving us 37 years of experience finding candidates legal jobs in law firms nationwide. Applicants will be considered in a manner consistent with federal, state, and local requirements as applicable. Salary ranges are provided in good faith at the time of posting and represent the compensation KDA/our clients are willing to pay for the advertised position. Exact compensation will be determined by a wide range of factors including but not limited to experience level, education/training, relevant skills, business needs and location.

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