Help Desk Supervisor

Job Description:

Foster Garvey PC is looking for a full-time Help Desk Supervisor to oversee Foster Garvey’s IT Help Desk's day-to-day operations and supervise a team of Help Desk technicians, ensuring prompt and efficient resolution of IT issues and maintaining high service levels across the firm's technology infrastructure.

The Help Desk Supervisor will work closely with the IT department, legal staff, and other operations teams to support the firm's technological needs, improve system functionality, and ensure compliance with legal industry standards.

This is a full-time exempt position that requires an on-site presence five days per week at Foster Garvey’s Downtown Seattle office. The Help Desk Supervisor will be available for after-hours support on a rotating schedule along with the rest of the Help Desk team members.

Responsibilities:

Team Leadership:

• 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
  
  

Incident Management, Operations, and Technology Support:

• 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
• Other duties or projects as assigned
  
  

Job Requirements:

Skills:

• 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.)
  
  

Education and Experience:

• 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
  
  

Perks:

• In-person and virtual training opportunities
• Collaboration across all five Foster Garvey offices
• Workplace Wellness Program and more!
  
  

Salary Range:

The pay range for this position is $90,000-$120,000 annually; however, actual pay may vary depending on the candidate's education, training, experience, and other job-related factors permitted by law.

Other Compensation and Benefits:

Foster Garvey offers a competitive compensation and benefits package** including, but not limited to, the following:

• Medical, dental, and vision insurance
• 401(k) retirement plan, match, and profit-sharing
• Commuter allowance
• Paid time off plus paid holidays throughout the calendar year
• Disability and life insurance
• Parental leave
• Community service leave
• Annual discretionary bonus and more!
• The provision of benefits is contingent on an employee's ability to meet the eligibility requirements for the various types of benefits as outlined in the benefit plan documents and Firm policies.
  
  

Pre-Employment Screening:

Any job offer will be contingent upon successful completion of a pre-employment background screening.

We look forward to hearing from you!

Foster Garvey PC is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital status, military or veteran status, disability, sexual orientation, gender expression or identity, genetic information, or any other basis prohibited by federal, state, or local law.