IT Service Desk Manager

Job Description

The Service Desk Manager is a critical leadership role responsible for strategic oversight of a highperforming fastpaced service desk team that supports both U.S. and international offices of a large law firm. This role requires strong leadership sound judgment and the ability to make decisive wellinformed decisions under pressure.

This position involves regular interaction with lawyers and staff ensuring that IT support meets the firms high expectations. The Service Desk Manager must be adept at deescalating difficult situations clearly explaining IT processes systems and policies in a professional and understandable manner and fostering strong working relationships across all levels of the firm.

KEY RESPONSIBILITIES

Leadership & Team Management

• Lead mentor and develop a service desk team supporting global offices to ensure fast and efficient resolution of IT issues.

• Foster a culture of accountability collaboration and continuous improvement to deliver bestinclass IT support.

• Set clear objectives conduct performance evaluations and develop career progression plans for team members.

• Regularly interact with lawyers and staff ensuring their IT needs are met and providing concise effective communication about technical solutions.

• Work closely with senior IT leadership to align IT service goals with the firms broader technology strategy.

Service Desk Operations

• Oversee the daily operations of the service desk ensuring timely incident resolution and adherence to Service Level Agreements (SLAs).

• Establish and enforce IT support policies processes and documentation to optimize service delivery.

• Monitor and analyze key performance metrics (KPIs) to drive efficiency improve response times and enhance customer satisfaction.

• Implement ITIL best practices for incident problem and change management.

• Effectively explain IT processes systems and policies in a way that is easily understood by nontechnical staff and attorneys.

• Drive continuous improvement initiatives by identifying service gaps and implementing automation and selfservice solutions.

• Maintain a comprehensive knowledge base to support international and domestic teams.

Incident & Problem Management

• Serve as the primary escalation point for major incidents ensuring prompt resolution and effective communication with stakeholders.

• Proactively deescalate difficult situations remaining calm and professional while guiding users through solutions.

• Clearly communicate IT policies limitations and solutions in a way that fosters understanding and cooperation.

REQUIRED EDUCATION KNOWLEDGE & EXPERIENCE

• Bachelors degree in Information Technology Computer Science or a related field (or equivalent experience).

• 5 years of experience in IT support or service desk roles with at least 3 years in a managerial or supervisory capacity.

• Strong knowledge of ITIL best practices; ITIL certification is preferred.

• Experience with IT Service Management (ITSM) tools such as ServiceNow Zendesk or similar

• ITIL Foundation Certification or higher.

• Experience managing an IT service desk in a medium to large enterprise.

• Strong customer service orientation with a focus on continuous improvement.

• Experience in performance monitoring and reporting tools.

• Previous experience in the legal industry is a plus.

REQUIRED SKILLS AND ABILITIES

• Proficiency in help desk software and remote troubleshooting tools.

• Excellent problemsolving analytical and decisionmaking skills.

• Strong leadership and team management abilities.

• Excellent communication and interpersonal skills.

• Ability to manage multiple priorities in a fastpaced environment.

• Experience with KPI tracking and reporting.

• Familiarity with cybersecurity best practices.

• Knowledge of cloud computing and remote support technologies is a plus.

• Expertise in Windows 10/11 Microsoft Office and Microsoft Teams is required.

• Experience with macOS iOS and Android is highly desired.

• Familiarity with legal applications including document management systems is preferred.

• Experience utilizing ticketing and asset management systems such as ServiceNow is desired.

• Experience with Mobile Device Management (MDM) is highly desired.

• Understanding of printers remote access tools and mobile devices.

• Familiarity with IPbased telecommunications network troubleshooting and basic configurations.

• Handson experience with audio/visual setups including laptop connectivity videoconferencing and teleconferencing setups.

• Strong commitment to providing exceptional customer service.

• Excellent organizational skills customer service and deskside support skills.

• Selfmotivated with a high attention to detail.

• Strong interpersonal critical thinking and time management skills.

• Excellent oral and written communication skills.

PHYSICAL REQUIREMENTS

• Ability to lift up to 50 pounds individually or assist in the lifting of large parcels.

• Willing to crawl under a desk to service computers.

• Willing and able to travel to other offices domestic and international locations

Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.

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