Help Desk Supervisor

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 neededSet clear performance goals and expectationsLead the recruitment and onboarding of staff, provide ongoing performance management, and assist with performance evaluationsIncident Management, Operations, and Technology Support:Oversee and prioritize the Firm’s ticketing system, ensuring all issues are addressed in a timely mannerMonitor response and resolution times to ensure compliance with Service Level Agreements (SLAs)Provide hands-on support when necessary and troubleshoot Firm hardware and software issuesEvaluate and improve Help Desk processes and workflows to enhance efficiency and customer service; identify recurring issues and develop long-term solutionsWork with external vendors and consultants for specialized IT services; ensure efficient coordination with outside parties to resolve complex technical issuesWork 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 guidesOversee routine maintenance and upgrades of end-user’s computer systems and software applicationsEnsure the IT Help Desk team conducts regular system checksServe as a liaison between the IT department and the Firm’s legal teams to meet their technology needsFacilitate clear communication and problem-solving between departments.Ensure the firm's IT policies align with legal industry standards, including data security and complianceProject Management: Assist with IT-related projects, such as system upgrades, migrations, or deploymentsProvide input for budget planning and resource allocationOther duties or projects as assignedSkills:Strong leadership, interpersonal, and customer service skills and personal initiativeProven project management skills and an ability to work under time constraints to meet deadlinesAbility to effectively present information and respond to questions from groups of managers, clients, and customersAbility to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive informationAbility to define goals and follow though to achieve resultsExcellent organization and communications skills, both oral and writtenAbility to work in a fast-paced environment while exhibiting strong attention to detailExtensive knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook)Ability to write reports, business correspondence, and procedure manualsWorking 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 experience5 years of Help Desk, IT Tech Support, or Desktop Engineering experience is required; prior experience in a law firm environment is a plusExperience as a lead Help Desk technician or SupervisorPerks:In-person and virtual training opportunitiesCollaboration across all five Foster Garvey officesWorkplace 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 insurance401(k) retirement plan, match, and profit-sharingCommuter allowancePaid time off plus paid holidays throughout the calendar yearDisability and life insuranceParental leaveCommunity service leaveAnnual 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.TO APPLY for this position visit www.foster.com/careers and complete the online application. Please include your resume and a cover letter with salary requirements.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.

Salary : $90,000 - $120,000