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Desktop & VC Supervisor

New York, NY
This supervisor position is responsible for user end-point technologies firm-wide, with a focus on Desktop and Video Conferencing Support. This individual will be leading a desktop support team of 9 total staff located around the country, plus desktop project-based contractors on an as-needed basis. This role reports to the IT User Support Manager and will lead, develop, supervise, and mentor the Desktop team to deliver excellent customer service to the Firm's 1,600+ personnel, inclusive of 800 attorneys, and over 35 regional offices. The Desktop & VC Supervisor will be responsible for the daily operational performance of the desktop team and individuals within it to meet productivity and service level agreements. This will include reviewing ticketing reports, KPIs and metrics, as well as overseeing the day-to-day response to incidents and requests.

  • Minimum of 2 years' experience supervising a Desktop technology team
  • Minimum of 4 years' experience working with Desktop technologies and within a Desktop Support department
  • Minimum of 2 years' hands-on technical user support experience across multiple technical disciplines
  • Stable work history with at least 2 years average duration per employer, few breaks in employment, and with progressively increasing career responsibility.
  • Excellent oral and written communication, organizational, time management and customer relationship skills
  • Outstanding performer, persistent and pro-active leader, exceptionally detail oriented, and driven to exceed expectations.
  • Skilled communicator and negotiator with exceptional written, verbal, presentation, and interpersonal skills
  • Ability to work as a team and supervise multiple people while operating autonomously
  • Ability to relay to non-technical users in user-friendly language
  • Ability to manage multiple and sometimes competing priorities to meet all deadlines
  • Willingness to receive constructive criticism or feedback on job performance and adjust work habits as necessary
  • Experience within a Legal or Professional Services Firm highly desired
  • Bachelor's degree in Computer Science or related field
  • ITIL v3 Certification Preferred
  • Ability to travel to metro area offices, as needed

  • Responsible for the supervision, operation, and administration of all Desktop Support systems, including desktop PCs, laptops and video conferencing endpoints (Cisco/LifeSize codecs and VC Integrated rooms)
  • Provide hands-on leadership and support for Desktop solutions and 3rd party vendor products
  • Work with the IT User Support Manager to establish, track and ensure compliance with key performance metrics for the desktop team, inclusive of Responsiveness/Service Level Agreements, Aging, Productivity, and User Satisfaction reporting
  • Provide oversight, coordination and communication for operational issues, being able to quickly and effectively follow production issue Incident Management and escalation to the IT User Support Manager
  • Personally address desktop escalation issues and provide VIP/Executive Management support on an as-needed basis
  • Supervise the day-to-day planning, operation, and team incident/request response
  • Coordinate Desktop team scheduling and coverage planning for flagship offices
  • Coach and motivate the team to ensure delivery of a consistently superior customer experience
  • Work with Support Desk Supervisor counterpart to optimize processes between both team
  • Ensure Desktop team members comply with firm and IT policies and procedures
  • Coordinate Support and set-up for firm-wide events such as Continuing Legal Education events (CLEs) and the annual Partner's Conference
  • Aid in third-party Statement of Work, contract review/negotiation and expert management of vendor resources
  • Provide feedback and participate in Desktop team performance reviews while providing mentorship in order to optimize productivity and quality standards
  • Contribute to HR processes relating to the Desktop team, including the recruitment, selection, and on-boarding processes for new hires

Essential Functions & Technical Skills
  • Supervise Desktop team processing of day-to-day incidents and requests
  • Review Daily, Weekly and Monthly ticket reports and service metrics to identify performance issues
  • Report to and coordinate with the IT User Support Manager regarding team KPIs
  • Coordinate team video and web conferencing set-ups 
  • Provide escalation status notification on service impacting events
  • Understanding of networking (LAN, WAN), and active directory
  • Manage and support printers locally and networked in all regional offices
  • Interface with the external Managed Print Service vendor for networked printer service requests and escalations
  • Oversee team responses to level 2 and 3 escalations from the support desk and other departments
  • Aid in the development, updating and maintenance of Desktop Image(s) for the physical and virtual environments
  • Administer Desktop equipment deployments and setups for new hires and moves
  • Work with the procurement analyst to maintain an inventory database of all desktop and laptop hardware
  • Support the loaner laptop program and enforce loaner policies
  • Participate in project-based work within the Desktop team as well as other teams (e.g., Microsoft Office Upgrade)
  • Provide guidance and oversight to planned PC refresh in 2018
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