Job Title: Help Desk Supervisor

Location: Seattle, WA 98101

Salary/Payrate: $110K-$120K annually, bonus and AWESOME benefits!!!

Work Environment: Onsite

Term: Permanent

Bachelor’s degree required: Preferred

Referral Fee: AMS will pay $500 should the person you refer gets hired

Job Description:

Please send your resume in Word format if you are interested in a Help Desk Supervisor opening located in Seattle, WA 98101. Salary in the $110K-$120K range, bonus, and AMAZING benefits. If you are not interested in this position, please pass onto colleagues/associates as we do offer referral fees should they be hired.

RESPONSIBILITIES:

• Supervise, mentor, and develop a team of Help Desk technicians and analysts, providing guidance and support as needed
• Set clear performance goals and expectations
• Lead the recruitment and onboarding of staff, provide ongoing performance management, and assist with performance evaluations
• Oversee and prioritize the Firm’s ticketing system, ensuring all issues are addressed in a timely manner
• Monitor response and resolution times to ensure compliance with Service Level Agreements (SLAs)
• Provide hands-on support when necessary and troubleshoot Firm hardware and software issues
• Evaluate and improve Help Desk processes and workflows to enhance efficiency and customer service; identify recurring issues and develop long-term solutions
• Work with external vendors and consultants for specialized IT services; ensure efficient coordination with outside parties to resolve complex technical issues
• Work with the Support Trainer to develop training programs for end-users on new software, systems, and tools; maintain detailed records and documentation for system configurations, processes, and troubleshooting guides
• Oversee routine maintenance and upgrades of end-user’s computer systems and software applications
• Ensure the IT Help Desk team conducts regular system checks
• Serve as a liaison between the IT department and the Firm’s legal teams to meet their technology needs
• Facilitate clear communication and problem-solving between departments.
• Ensure the firm's IT policies align with legal industry standards, including data security and compliance
• Project Management: Assist with IT-related projects, such as system upgrades, migrations, or deployments
• Provide input for budget planning and resource allocation

QUALIFICATIONS:

• Bachelor’s degree or appropriate combination of education and experience
• 5+ years of Help Desk, IT Tech Support, or Desktop Engineering experience is required; prior experience in a law firm environment is a plus
• Experience as a lead Help Desk technician or Supervisor
• Strong leadership, interpersonal, and customer service skills and personal initiative
• Proven project management skills and an ability to work under time constraints to meet deadlines
• Ability to effectively present information and respond to questions from groups of managers, clients, and customers
• Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information
• 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 strong attention to detail
• Extensive knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook)
• Ability to write reports, business correspondence, and procedure manuals
• Working knowledge of typical law firm software applications or similar is desirable (iManage, InterAction, Intapp Time, Workshare, etc.)