The Information Technology Department of Arnold & Porter has an opening for an Information Technology (IT) Service Desk Manager in the Washington DC office. The 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.
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 firm’s 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 firm’s 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.
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 $136,160 to $185,000. 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.
For benefits information, please click here
The firm may provide a discretionary bonus annually.
#LI-HYBRID
Arnold & Porter is an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, sex, pregnancy and childbirth (including breastfeeding and related medical conditions), age, marital or partnership status, familial status, sexual orientation, gender, gender identity, gender expression, transgender, physical or mental disability, medical condition, family leave status, citizenship status, immigration status, ancestry, genetic information, military or veteran status, or any other characteristic protected by local, state or federal laws, rules or regulations. Our Firm's equal opportunity policy applies to all employment practices and terms and conditions, including, without limitation, recruitment, employment, assignment, training, compensation, benefits, promotions, disciplinary action and terminations. For purposes of the firm's Anti-discrimination and Anti-harassment Policies, the term "race" includes, without limitation, traits historically associated with race, including, but not limited to, hair texture and protective hairstyles, such as braids, locks, and twists.
Arnold & Porter Kaye Scholer LLP endeavors to make www.arnoldporter.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Director of Support Staff Stephanie Denmark at +1 202.942.6068. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
For our EEO Policy Statement, please click here. If you would like more information about your EEO rights as an applicant under the law, please click Know Your Rights.
Arnold & Porter Kaye Scholer LLP uses E-Verify, which is a web-based system, to confirm the eligibility of our employees to work in the United States. As an E-Verify employer, we verify the identity and employment eligibility of newly hired employees by electronically matching information provided by employees on the Form I-9, Employment Eligibility Verification, against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). We use E-Verify because we are a federal contractor containing the Federal Acquisition Regulation (FAR) E-Verify clause. Please see the posters for details regarding E-Verify or contact Arnold & Porter Kaye Scholer LLP’s Human Resources Department for more information. E-Verify Participation Poster and Right-to-work Poster.
• Company Name - Arnold & Porter
• Job Industry - Technology and Software
• Job Industry - Technology and Software
• Job Status - Full-Time
• City - Washington
- location
- Washington, DC
Similar Listings
This position is available within the University of Maryland’s Division of Information Technology (DIT).
The Data Engineering Manager will lead a team responsible for d...
