(Helpdesk Manager)

This job is NOW tn NYC AND DC EITHER ONE !

It was previously in DC ONLY

It is in the office 3 days per week

You will manage 15

Law Firm background is KEY but not mandatory

This is a very hot position !

It will pay up to $185 K

IT Service Desk Manager

Information Technology

The Information Technology Department has an opening for an Information Technology (IT) Service Desk Manager in the New York City OR WashingtonDC IT Service Desk Manager is responsible for the supervision management maintenance and coordination of the centralized IT Service Desk resources to ensure the timely delivery of a superior customer service experience handling computer-related incident resolution and request fulfillment to end users firm wide in a fast paced 24/7 environment.

Responsibilities include but are not limited to:

Supervising the IT Service Desk Supervisor and IT Service Desk Analysts ensuring quality customer service to the firm.

Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e. end-user application support and system issues are identified prioritized and resolved).

Scheduling the firms Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment.

Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.

Providing career development guidance to staff and recommending training paths.

Identifying metrics and collecting associated data to ensure optimal Service Desk operations.

Performing administrative duties related to the processing of all leave requests timecards and annual reviews in a timely manner.

Identifying recommending and documenting procedures and processing improvements related to IT service delivery and problem resolution.

Performing incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services for ways to reduce recurring issues.

Reviewing editing and maintaining support services knowledge database.

Providing feedback to the Training Manager to ensure training programs meet the needs of the firms end users.

Supervising planning and management of location specific projects; i.e. laptop replacement.

Collaborating with other Directors Managers and Supervisors to ensure that departmental and firm projects are completed efficiently.

Supporting upholding and encouraging compliance with all Arnold & Porter computer related policies throughout the enterprise.

Supporting firm policies and procedures related to the Information Technology Department.

Qualifications:

Four-year college degree preferred; equivalent experience will be considered.

Minimum six years experience in providing end-user support.

Minimum of three years supervisory experience in a Help Desk or Service Desk environment.

Working knowledge of and technical experience providing support for computer related systems which include but are not limited to the following areas: computer and mobile device Operating systems Application Software Computer Hardware Remote Access and Network connectivity.

Expert knowledge in Windows operating systems and Microsoft Office Suite and/or related software

Strong leadership interpersonal and customer service skills and personal initiative.

Proven project management skills and an ability work under time constraints to meet deadlines.

Ability to write reports business correspondence and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers clients customers and the general public.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written oral diagram or schedule form.

Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information.

Ability to strategically maintain financial/budgetary information.

Ability to read analyze and interpret general business periodicals professional journals technical procedures or governmental regulations.

Ability to be a change agent and drive new firm initiatives.

Ability to demonstrate strategic focus.

Ability to define goals and follow though to achieve results.

Excellent organization and communications skills both oral and written.

Ability to work in a fast-paced environment while exhibiting a strong attention to detail.

Flexibility to work additional hours as necessary.

The anticipated base salary for this position is $136160 to $185000. The actual base salary offered will depend on a variety of factors including without limitation the qualifications of the individual applicant for the position years of relevant experience level of education attained certifications or other professional licenses held and if applicable the location in which the applicant lives and/or from which they will be performing the job.

Please send resume to

Gary Goldberger

This job is NOW tn NYC AND DC EITHER ONE !

It was previously in DC ONLY

It is in the office 3 days per week

You will manage 15

Law Firm background is KEY but not mandatory

This is a very hot position !

It will pay up to $185 K

IT Service Desk Manager

Information Technology

The Information Technology Department has an opening for an Information Technology (IT) Service Desk Manager in the New York City OR WashingtonDC IT Service Desk Manager is responsible for the supervision management maintenance and coordination of the centralized IT Service Desk resources to ensure the timely delivery of a superior customer service experience handling computer-related incident resolution and request fulfillment to end users firm wide in a fast paced 24/7 environment.

Responsibilities include but are not limited to:

Supervising the IT Service Desk Supervisor and IT Service Desk Analysts ensuring quality customer service to the firm.

Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e. end-user application support and system issues are identified prioritized and resolved).

Scheduling the firms Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment.

Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.

Providing career development guidance to staff and recommending training paths.

Identifying metrics and collecting associated data to ensure optimal Service Desk operations.

Performing administrative duties related to the processing of all leave requests timecards and annual reviews in a timely manner.

Identifying recommending and documenting procedures and processing improvements related to IT service delivery and problem resolution.

Performing incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services for ways to reduce recurring issues.

Reviewing editing and maintaining support services knowledge database.

Providing feedback to the Training Manager to ensure training programs meet the needs of the firms end users.

Supervising planning and management of location specific projects; i.e. laptop replacement.

Collaborating with other Directors Managers and Supervisors to ensure that departmental and firm projects are completed efficiently.

Supporting upholding and encouraging compliance with all Arnold & Porter computer related policies throughout the enterprise.

Supporting firm policies and procedures related to the Information Technology Department.

Qualifications:

Four-year college degree preferred; equivalent experience will be considered.

Minimum six years experience in providing end-user support.

Minimum of three years supervisory experience in a Help Desk or Service Desk environment.

Working knowledge of and technical experience providing support for computer related systems which include but are not limited to the following areas: computer and mobile device Operating systems Application Software Computer Hardware Remote Access and Network connectivity.

Expert knowledge in Windows operating systems and Microsoft Office Suite and/or related software

Strong leadership interpersonal and customer service skills and personal initiative.

Proven project management skills and an ability work under time constraints to meet deadlines.

Ability to write reports business correspondence and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers clients customers and the general public.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written oral diagram or schedule form.

Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information.

Ability to strategically maintain financial/budgetary information.

Ability to read analyze and interpret general business periodicals professional journals technical procedures or governmental regulations.

Ability to be a change agent and drive new firm initiatives.

Ability to demonstrate strategic focus.

Ability to define goals and follow though to achieve results.

Excellent organization and communications skills both oral and written.

Ability to work in a fast-paced environment while exhibiting a strong attention to detail.

Flexibility to work additional hours as necessary.

The anticipated base salary for this position is $136160 to $185000. The actual base salary offered will depend on a variety of factors including without limitation the qualifications of the individual applicant for the position years of relevant experience level of education attained certifications or other professional licenses held and if applicable the location in which the applicant lives and/or from which they will be performing the job.

Please send resume to

Gary Goldberger