Email Alert for
ⓘ There was an unexpected error processing your request.
Please refresh the page and try again.
If the problem persists, please contact us with your issue.
You can always manage your preferences and update your interests to ensure you receive the most relevant opportunities.
Get ready to discover your next great opportunity.
Motion Recruitment Partners LLC
Arlington, VA, United States
Help Desk Manager- ONSITE The IT Help Desk Manager is responsible for leading the Firm’s technical support teams to provide a gold-standard technology experience for our lawyers, staff, practice groups, and clients. This role takes lead on the end-to-end design and delivery of IT Help Desk support services to maintain defined service levels and u
Job Source: Motion Recruitment Partners LLCThe Joint Chiropractic
Washington D.C.
Are you looking for a company you can grow your career with and advance in? Are you goal oriented, self-motivated & proactive by nature? Do you have a passion for health and wellness and love sales? If you have the drive, desire, and initiative to work with a world-class organization, we want to talk to you. At The Joint Chiropractic we provide wor
Job Source: The Joint ChiropracticThe Joint Chiropractic
Washington, DC, United States
Are you looking for a company you can grow your career with and advance in? Are you goal oriented, self-motivated & proactive by nature? Do you have a passion for health and wellness and love sales? If you have the drive, desire, and initiative to work with a world-class organization, we want to talk to you. At The Joint Chiropractic we provide wor
Job Source: The Joint ChiropracticMotorola Solutions
Washington, DC, United States
Company Overview At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies acros
Job Source: Motorola SolutionsMotorola Solutions
Washington, DC, United States
Company Overview At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies acros
Job Source: Motorola SolutionsBiofrontera AG
Washington, DC, United States
The Territory Manager is responsible for achieving predetermined sales goals and quotas for the Washington, D.C. territory. The position must establish, build, and maintain customer relations through constant communication and in-person appointments with the goal of increasing territory results. The Territory Manager represents the company and prom
Job Source: Biofrontera AGF1 Arcade
Washington, DC, United States
Join F1 Arcade as Technology Manager in DC! Ready to dive into an exhilarating world where cutting-edge technology meets unforgettable experiences? F1 Arcade, in partnership with Formula 1, is seeking a skilled Technology Manager to ensure our upcoming Washington, DC venue runs like a well-oiled machine. As our Technology Manager, you'll oversee
Job Source: F1 ArcadeF1 Arcade
Washington, DC, United States
Join F1 Arcade as our Office Manager in Washington, D.C.! At F1 Arcade, we're revolutionizing hospitality with our groundbreaking partnership with Formula 1, delivering unforgettable social and competitive experiences globally. Our venues combine state-of-the-art F1 racing simulations with a vibrant global food and beverage program, appealing to di
Job Source: F1 ArcadeArlington, VA, United States
Help Desk Manager- ONSITE
The IT Help Desk Manager is responsible for leading the Firm's technical support teams to provide a gold-standard technology experience for our lawyers, staff, practice groups, and clients. This role takes lead on the end-to-end design and delivery of IT Help Desk support services to maintain defined service levels and uphold customer expectations for quality. The combination of technical acumen with a relentless customer focus, communication skills, and a desire to help prevent / resolve issues enables the IT Help Desk Manager to promote a reliable and effective technology experience.
The company is located in Washington, DC and will be 5 days onsite.
What You Will Be Doing:
Oversees the Firm's global IT Help Desk (Level 1) staff to provide timely, accurate, and courteous technology support.
Works with lawyers, staff, clients, and other departments to provide responsive and customer-oriented service that meets or exceeds expectations.
Contributes to the design, development, and ongoing support of the IT Service Catalog, along with defined SLAs, owners, and fulfillment processes.
Actively partners with the Director of Service Management and other cross-functional IT leads to define, implement, measure, and continuously enhance ITSM processes for the IT Help Desk (e.g., Incident, Problem).
Actively partners with the Director of Service Management and other peer IT functional leadership (e.g., Regional IT Services) to establish a global tiered service model that optimizes IT service resources, drives efficiencies, and delivers a gold standard experience.
Measures support teams against defined performance SLAs and proactively leads continuous improvement efforts (in partnership with cross functional IT stakeholders as appropriate).
Establishes recurring reporting of the IT Help Desk to monitor performance against pre-defined indicators.
Schedules Help Desk staff shifts to ensure hours of operation are covered, including during emergency office closures such as weather-related events.
Informs the continuous development standards for the IT Help Desk, defining the baseline operating knowledge required for staff (e.g., best practices, technical skills, introduction of new systems, procedures, and policies).
Manages 3rd party support vendors to ensure that agreed service levels are being met.
Analyzes Help Desk workflows for trends to identify potential problem areas / improve business processes and works with supervisory leadership to implement continuous improvement.
Works closely with cross functional IT leadership to provide feedback on services, help identify and understand system changes, and to prepare support staff for these changes.
Actively works with supervisory leads to monitor and adjust inbound work assignments for handling support requests within established service level agreements.
Actively works to deploy and promote ITIL best practices.
Actively informs and co-develops the knowledge base (IT / Firm facing) for the Firm's technology services.
Required Skills & Experience: College degree is strongly preferred, ideally in Computer Science, Information Systems, or a related technical discipline.
Appropriate technical certification(s) are preferred (e.g., ITIL v4).
7+ years of relevant experience, ideally in a large Law Firm setting, a comparable professional services organization, or a legal information services provider.
Demonstrated experience leading an IT Support team or function.
Demonstrated experience designing, implementing, and continuously refining a global, tiered IT support desk model.
Demonstrated experience with ITILoriented process design for IT Service Management.
Demonstrated experience working in a time-sensitive, high-visibility environment.
Experience with leading service desk performance indicators and service level standards.
Experience with leading service desk technology solutions for IT and non-IT users (e.g., ServiceNow).
Experience with current operating systems and ideally applications and technologies common to a Law firm (e.g., Collaboration solutions, Document Management Solutions).
Strong service orientation, and an understanding of the importance of developing effective working relationships with users and organizational stakeholders of all levels.
Demonstrated ability to manage a team of information technology specialists in the execution of both project and operational workloads.
Demonstrated ability to serve as a change agent, leading and inspiring others to act, especially under circumstances when change is unpopular.
Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.
This position doesn't provide sponsorship.
Posted by: Ashton Corbett
Specialization: Management
Email Alert for Help Desk Manager- Onsite Washington D.C. jobs in Arlington, VA, United States
ⓘ There was an unexpected error processing your request.
Please refresh the page and try again.
If the problem persists, please contact us with your issue.
You can always manage your preferences and update your interests to ensure you receive the most relevant opportunities.
Get ready to discover your next great opportunity.