Service Desk Manager

Van Ness Feldman, LLP, a mid-sized law firm that specializes in energy, natural resources, environmental and transportation policy, seeks a Manager, Service Desk in it Washington, DC or Seattle, WA office. The Manager, Service Desk provides leadership, vision, and daily guidance to the Service Desk team that primarily focus on support for laptops/desktops/peripherals, commercial software (Microsoft Office, Microsoft M365 Suite), approved software/hardware, enterprise applications, and network access. This position must have experience creating and adhering to an ITSM incident management operating model to resolving technical end-user support issues in a Service Desk setting as well as data analysis/KPI development for all activities. You will oversee members of the Service Desk to resolve reported client issues in a timely and professional manner. It is expected to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide in-person, hands-on assistance at the desktop level. The Service Desk Manager is expected to take ownership of user support issues and be proactive when dealing with them.

Reporting to the Chief Information Officer, this position must be able to collaborate with the firm IT team, professionals, departments, and vendors across multiple time zones with responsibilities servicing all firm offices. The individual will ensure a positive end user experience in all aspects of the incident management lifecycle and mentor junior staff as well as service as the primary point for escalation of Tier 1 and 2 incidents.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Work with the CIO to create and maintain a new Service Desk model to include but is not limited to: IT Service Level Agreements (SLA), incident management process and ticketing system, knowledge base creation, off-hours coverage models, and customer feedback mechanisms.
• Ensure a high-quality user-experience environment through a customer-first mentality.
• Manage the daily operations of the Service Desk to include mentoring, training, and developing Service Desk Analysts and Deskside Support Technicians.
• Being hands on as needed to assist with the user requests to ensure they are being processed in accordance with SLAs and quality metrics and demonstrating process/procedures to more junior staff.
• Contribute to the maintenance and improvement of the knowledge base by documenting resolved issues, troubleshooting steps, and best practices for future reference.
• Triage and thoroughly solve all service-related issues and break fixes including engaging with internal stakeholders and third parties on root cause analysis and mitigations.
• Working with the CIO and Director of Finance to define an asset lifecycle management process for all technology assets.
• Create and maintain current Service Desk policies and procedures, and document unwritten policies and procedures.
• Ensure the Service Desk supports firm employees with an emphasis on excellent customer service and that Service Desk projects are completed on time and within budget.
• Establish and monitor actionable metrics/SLAs for the Service Desk.
• Assists with firm operations for technical services with major conferences, hearing, coalition meetings, or A/V studio as requested.
• Partner with firm IT engineering staff on a streamlined imaging process and patching system, endpoint management telemetry, notifications/alerts for pro-active incident management.
• Advocate for user/desktop experience during system design/test events.
• Troubleshoot, research, diagnoses, document, and resolve technical incidents related to MS Windows OS, endpoint devices, printers, network connections and Desktop Software.
• Coordinate with authorized vendors for PC hardware repair or services as needed.

DESIRED QUALIFICATIONS AND SKILLS

• 10+ years of desktop support-related work experience, 3-5 years management experience
• Proven ability to independently perform initial diagnosis, troubleshooting, and resolution of Tier 1 and 2 technical issues related to hardware, software, network, and applications
• Proven experience in IT Service Desk management, including team leadership and performance management
• Experience creating, reviewing, and updating technical documentation
• Excellent communication skills both verbal and written
• Service Desk Support experience in Windows environments; experience with performing desktop builds, fixes, repair, software installs & upgrades, and other troubleshooting tasks in a Windows 10 and 11 environment.
• Intermediate knowledge of Microsoft Office 365 Suite

• Hands-on technical experience in maintaining and supporting Microsoft 365 cloud systems, including Azure AD/Entra, Autopilot, MEM, Intune, and related provisioning and compliance software

• Ability to maintain composure and customer focus while troubleshooting and solving technical issues
• Experience with configuring ticketing systems such as Azure Desk, JIRA, Autotask, ServiceNow or similar tools
• Experience in leading technology asset lifecycles and equipment refresh/disposals, coordinating purchases for managing inventory of hardware assets, software assets and supplies
• Experience with a mixture of the following technologies: Active Directory, Azure Active Directory, Networking, Encryption, Anti-Virus, VPN, Endpoint Management, Patch Deployment, Software Deployment
• ITIL Foundation or HDI certification is a plus
• Microsoft certifications are a plus.

Van Ness Feldman enthusiastically extends an equal employment opportunity to all persons without regard to race, religion, color, sex, sexual orientation, gender identity or expression, age, national origin, military status, physical disability, or any similarly protected status. The firm has a policy of positive action to ensure the fulfillment of our commitment to a diverse and equitable workplace.

Benefits include health, dental, 401(k), and profit-sharing plan.

Salary range: $93,000 to $135,000

*Salary ranges may vary based on skills and overall experience.