The Information Technology Department of Arnold & Porter has an opening for an IT Service Desk Manager in the Washington DC or Tallahassee office. The 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. Additional responsibilities include but are not limited to: scheduling DC and Tallahassee Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment; identifying, recommending, and documenting procedure and process improvements related to IT service delivery and incident resolution; collaborating with other Directors, Managers and Supervisors in the Firm to ensure that departmental and Firm projects are completed efficiently; performing incident trend analysis (Incident Management) and making recommendations to the Director, IT Support Services for ways to reduce recurring issues; reviewing, editing, and maintaining the IT Service Desk knowledge database and providing feedback to the Training Manager to ensure training programs meet the needs of the Firm’s end users.
Four year college degree preferred; equivalent experience will be considered.
Minimum of six years’ experience in providing end-user support and a minimum of three years’ supervisory experience in a Help Desk or Service Desk environment.
Knowledge and experience with law firm specific applications is required.
Previous employment in a law firm or legal department is preferred.
The successful candidate will have knowledge in the following areas of IT: computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access and Network connectivity.
Excellent customer service skills and personal initiative.
Proven project management skills.
Ability to work under pressure and meet deadlines.
Excellent written and oral communication skills.
Strong organizational skills.
Excellent time management skills.
Ability to work in a fast-paced environment.
Flexibility to work additional hours, as necessary.
Arnold & Porter is an equal opportunity and affirmative action employer that does not discriminate on the basis of race, color, creed, religion, national origin, sex (which includes pregnancy, childbirth, breastfeeding and related medical conditions), age, marital status, sexual orientation, gender, gender identity, gender expression, transgender, disability, medical condition, family leave status, citizenship 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. To achieve our goal of equal opportunity, Arnold & Porter maintains an affirmative action plan through which it makes good faith efforts to recruit, hire and advance in employment qualified minorities, females, individuals with disabilities and protected veterans. If you would like more information about your EEO rights as an applicant under the law, please click EEO is the LAW and the Supplement poster.
Arnold & Porter is an EO Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity.
Internal Number: 1126
About Arnold & Porter
Arnold & Porter is a 1,000+ lawyer firm with sophisticated litigation and transactional capabilities, renowned regulatory experience and market-leading multidisciplinary practices in the life sciences and financial services industries. Client-driven and industry focused, our lawyers practice across more than 30 practice areas, including bankruptcy, corporate finance, intellectual property, litigation, real estate and tax, to help clients with complex needs stay ahead of the global market, anticipate opportunities and address issues that impact the very value of their businesses. Our global reach, experience and deep knowledge allow us to work across geographic, cultural, technological and ideological borders, to offer clients forward-looking, results-oriented solutions that resolve their US, international and cross-border legal needs.