Arnold & Porter · 1 week ago
IT Service Desk Supervisor
Washington, DC
Full-time
Onsite
Mid, Senior Level
$110K/yr - $130K/yr
4+ years expArnold & Porter is seeking an IT Service Desk Supervisor in their Washington DC office. This role is responsible for managing the day-to-day operations of the service desk, supervising staff, and ensuring high-quality customer service and support for IT systems and services.
Consulting
Responsibilities
Managing the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient manner
Supervising the Service Desk Analysts and Senior Service Desk Analysts, providing guidance and support to ensure that they are able to provide high-quality customer service to the firm's staff and clients
Developing and implementing processes and procedures to improve the efficiency and effectiveness of the service desk
Monitoring and reporting on service desk performance, identifying areas for improvement, and implementing changes as needed to ensure SLAs are met
Working closely with other members of the IT department to ensure that the service desk is able to provide effective support for all IT systems and services
Providing training and support to Service Desk Analysts to ensure that they are able to effectively use the firm's IT systems and provide high-quality customer service
Handling escalated support requests including working with other members of the IT department as needed to resolve complex issues
Qualification
Required
Experience supervising a service desk in a law firm or other professional services environment
Prior supervisory experience
Minimum four years' experience implementing, maintaining, and supporting Windows operating systems and MS Office application suites
Strong customer service skills and personal initiative
Technical experience with hardware configuring and supporting workstations, laptops, and printers required
Strong technical knowledge of IT systems and services commonly used in a law firm or other professional services environment
Experience using service desk management software to manage support requests and monitor performance
Ability to write reports, business correspondence, and procedure manuals
Analytical mindset with the ability to analyze data, identify trends and make data-driven decisions
Ability to effectively present information and respond to questions from groups of managers and directors
Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information
Ability to motivate, coach and develop Service Desk Analysts
Ability to be a change agent and drive new firm initiatives
Possess exceptional judgement and professionalism
Ability to define goals and follow though to achieve results and demonstrate strategic focus
Ability to work in a fast-paced environment while exhibiting a strong attention to detail
Exceptional client service both internal and external
Strong customer service skills and the ability to effectively manage a team of Service Desk Analysts
Excellent communication and interpersonal skills, with the ability to effectively communicate with staff at all levels of the organization
Strong problem-solving and organizational skills and the ability to think creatively to find solutions to complex issues
Ability to work well under pressure and manage multiple priorities
Flexibility to work additional hours, as necessary
Preferred
A two-year college degree preferred; equivalent experience will be considered
ITIL Foundation certification preferred
Experience with Exchange and a document management system is a plus
Benefits
The firm may provide a discretionary bonus annually.
Company
Arnold & Porter
Arnold & Porter combines sophisticated regulatory, litigation, and transactional capabilities to resolve clients’ most complex issues.
1001-5000 employees
H1B Sponsorship
Arnold & Porter has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (2)
2023 (6)
2022 (10)
2021 (4)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Jeffrey Miller
Partner
Recent News
Mergers & Acquisitions
2025-11-06
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