Our Greenville, South Carolina office has the opportunity for an experienced Help Desk Supervisor to join the firm’s expanding Technology department. The Help Desk Supervisor will be responsible for the first level supervision of the IT Help Desk, delivering technology support over phone and email to all Ogletree locations firm wide.
Successful job applicants will be able to perform these essential functions with or without reasonable accommodations.
Provide first level supervisory support and direction to Help 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 Help 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):
Help Desk Analyst Scorecard
Average Speed of Answer/Abandoned Call Rate
First Contact Resolution
Mean Time To Resolution/Ticket Aging
Ticket Quality/Customer Satisfaction
Handle technical escalations from other Help Desk analysts
Oversee and participate in new Help Desk analyst training
Continuous Improvement and Project Management
Participate in, or project manage projects/tasks assigned for the Help Desk
Work with other technology teams including Site Support, Applications & Infrastructure teams
Meet regularly with Help 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 contributes 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
Four-year technical degree or equivalent work experience
6+ years Help Desk experience in an enterprise environment.
6+ years Microsoft product support experience including Windows 10, Windows 7, Microsoft Office Suite
2+ years supervising a team of five or more
Superior customer service/interpersonal skills (both oral & written)
Superior multi-task and time management skills
Independent analysis and strong problem solving skills
Excellent sense of urgency, attention to detail and the ability to triage incidents, problems, tasks, and projects quickly
Ability to work as a member of a team or independently
Law firm experience a major plus
Certification(s): ITIL Foundations v3, Help Desk Institute (HDI), MOS
Document Management System support experience
Mobile Device Management experience
Please note, we are not working with outside recruiters for this position.
Ogletree Deakins offers a robust suite of benefits for our Staff including: Paid Time Off, Sick Time, a 401(k) matching program, Profit Sharing, Paid Holidays, Paid Parental Leave, affordable Health and Life Insurance including Dental & Vision coverage, Health Savings Account /Flexible Spending Accounts to help offset the cost of dependent care and/or health care expenses, Teladoc (24/7 access to a doctor by phone or online video), Tuition Reimbursement and an Employee Assistance Program.
To apply for this position, please submit your application through the APPLY NOW button on the top of the page. If you have any questions about this opportunity, please reach out to Megan Becker at email@example.com with “Help Desk Supervisor” in the subject line.
To learn more about Ogletree Deakins and to keep up to date with all of our opportunities, follow us on Twitter @JobsAtOgletree and visit our LinkedIn Company Page.
Ogletree Deakins is one of the largest labor and employment law firms representing management in all types of employment-related legal matters. The firm has 850 lawyers located in 53 offices across the United States, Canada, Europe and Mexico. Ogletree Deakins has been named a “Law Firm of the Year” for seven consecutive years by U.S. News – Best Lawyers® “Best Law Firms”. In 2018, the publication named Ogletree Deakins its “Law Firm of the Year” in the Litigation - Labor & Employment category.” In addition to handling labor and employment law matters, the firm has thriving practices focused on business immigration, employee benefits, and workplace safety and health law. Ogletree Deakins represents a diverse range of clients, from small businesses to Fortune 50 companies.
We are fully committed to the importance of diversity within the legal profession, as well as all workplace environments and strongly encourage the interest of diverse candidates in the firm.
Equal Opportunity Employer.
About Ogletree Deakins Law Firm
Ogletree Deakins is one of the largest labor and employment law firms representing management in all types of employment-related legal matters. The firm has a reputation for legal excellence and responsive client service. Ogletree Deakins' labor and employment practice is complemented and supported by related practice groups in the areas of business immigration, litigation, employee benefits, occupational safety and health, and construction law.
With offices throughout the United States and in Europe, Canada, and Mexico, the firm represents a diverse range of clients. Our depth of experience in labor and employment law has produced a successful track record for our clients - Fortune 50 corporations to start-up companies.
Although the size and scope of our practice has grown over the past quarter century, our core values remain constant. We are committed to personalized attention, innovative solutions and old-fashioned hard work.
Our approach to providing clients with the resources to solve today's business challenges is always forward-thinking and strategic. We remain committed to providing our clients with an insider's view of the workplace issues of the day.