Service Desk Supervisor

Position Summary

Ogletree Deakins has an opportunity for an experienced Service Desk Supervisor to join the firm’s Technology Department. The Service Desk Supervisor is responsible for the first level, hands-on, supervision of the IT Service Desk, delivering technology support over phone and email to all Ogletree locations firm wide.

Responsibilities

• Provide first-level supervisory support and direction to Service Desk Staff
• Supervise, mentor, coach, and lead staff, conduct performance evaluations, develop professional growth opportunities, and initiate corrective action.
• Oversee scheduling, prioritization, and timely completion of Service Desk-related activities and projects
• With a focus on ITIL best practices, monitor and report on continuous improvement goals against Key Performance Indicators that include (but not limited to): Service Desk Analyst Scorecard, Average Speed of Answer/Abandoned Call Rate, First Contact Resolution, Mean Time To Resolution/Ticket Aging, Agent Utilization, Ticket Quality/Customer Satisfaction/Survey Responses
• Handle technical escalations from other Service Desk analysts
• Oversee and participate in new Service Desk analyst training
• Continuous Improvement, creative approach to automation using AI tools, and Project Management
• Participate in, or project manage projects/tasks assigned for the Service Desk
• Work with other technology teams and firm administrative teams, including Site Support, Applications & Infrastructure teams, HR, and Knowledge & Innovation teams
• Meet regularly with Service Desk Manager and participate in process and procedure improvement discussions
• Responsible for firm-wide communications related to scheduled and unscheduled technology service downtime and rollouts.
• Participates in new application testing and special projects
• Oversee and contribute to the IT Service Management knowledge-base
• Provides excellent customer service and practices total contact ownership from acknowledgement to closure
• Contributes to the good of the IT Department and the entire firm

Requirements

• Four-year technical degree or equivalent work experience
• 6+ years Service Desk experience in an enterprise environment.
• 6+ years Microsoft product support experience, including Windows 11, Azure, Microsoft Office Suite including Teams
• 2+ years supervising a team of five or more, or equivalent experience as a Senior Analyst demonstrating leadership, mentoring, and