Supervisor, IT Support

Steptoe LLP
401(k)
United States, D.C., Washington
1330 Connecticut Avenue Northwest (Show on map)
Nov 07, 2024
Position(s) I am Applying for Supervisor, IT Support Steptoe LLP is seeking an IT Support Supervisor to join its Information Technology Department. This role will be a working supervisor position responsible for leading both the on-siteand as-a-service IP support functions to ensure the highest level of service tothe firm and its clients. This role involves meeting or exceeding bothpublished and unpublished service levels. The supervisor will review the firm'ssupport requests to identify patterns and trends, making recommendations forsystem or program updates, training and education opportunities, or any otheractivities that will improve lawyer productivity and client service.Additionally, the supervisor will train new team members and oversee the firm'sproblem reporting system to ensure that all tickets are handled appropriately. Essential Functions Monitor service desk tickets to ensure proper and prompt handling and verify that resolutions are accurate. Follow up with users and technicians if a service complaint has been issued. Ensure that the IT support team meets or exceeds all service level agreements (SLAs), both published and unpublished. Maintain and update Knowledge Base articles within the ticketing system, ensuring that the information is current and accurate. Maintain communication with outsourced/offsite first-tier support to ensure seamless coordination and service. Manage and coordinate urgent and complicated support issues, acting as the escalation point for all requests and incidents. Oversee the training of new team members to ensure they are well-prepared to handle support tasks. Review the firm's support requests to identify patterns and trends, and make recommendations for system or program updates, training opportunities, or other activities to improve lawyer productivity and client service. Non-Essential Functions Perform all other duties as required. Minimum Qualifications Required Qualifications: Bachelor's degree in Computer Science/MIS or equivalent certification from an accredited technical training school or equivalent (4 years') experience in general MIS/computer support. Minimum three years' experience working in a service desk environment. Minimum one year of lead/supervisory experience. Familiarity with support and troubleshooting of computers, mobile devices (phones), operating systems, peripherals, and applications. Desired Qualifications: Experience with hardware/software procurement ITIL v.3 certification Demonstrated experience with standard software applications, including MS Office, Windows. Experience with legal specific applications. Success Factors Communication: Convey goals and objectives clearly; listen effectively and clarify information as needed. Ensure that project status, issues, and successes are communicated to the project team and documented appropriately. Maintain open communications within the project team. Critical Thinking & Problem Solving: Recognize problems or situations that are new or without clear precedent; evaluate alternatives and find solutions using a systematic approach. Develop improvements to enhance performance. Customer Service: Work diligently to ensure that everyone seeking department services receives the highest level of service. Seek to improve service levels across the firm consistently. Decision-Making: Understand how and when to make a choice and escalate issues to higher levels when necessary. Analyze the risks and future impact of decisions and take timely independent action in pursuit of priorities. Responsibility & Accountability: Prioritize your own and your team's work. Anticipate consequences of actions and potential problems and set and meet realistic deadlines. Team Leadership: Develop and retain a high-quality workforce, whether directly employed by the firm or outsourced. Inspire others by creating a vision and gaining buy-in from those important to achieving operational goals. Work Environment Non-Smoking Environment Must be able to work beyond regular hours. Must be able to work under tight deadlines. The anticipated base salary for this position is $90,000 - $95,000. The actual base salary offered will be dependent upon the applicant's experience and qualifications, as well as other job-related factors, including but not limited to, relevant skills, education, certifications or other professional licenses held, and if applicable, geographic location. Steptoe offers a full range of benefits for you and your eligible dependents. Benefits currently include: medical, dental, vision, life, disability, dependent care, health care flexible spending accounts, 401K Plan, Profit-Sharing, Paid Time-Off and a robust Wellness Program. Steptoe LLP is an equal opportunity employer EOE/AA/Minority/Female/Disability/Veteran. All qualified applicants will receive consideration without regard to race, color, religion, gender, national origin, sexual orientation, gender identity and expression, marital status, mental or physical disability, genetic information, or any basis proscribed by applicable statutes.