Job Details

Position Summary

We have the opportunity for an experienced Service Desk Supervisor to join the Firm's Technology department. The Service Desk Supervisor is responsible for the first level supervision of the 24/7 365 IT Service Desk, delivering technology support over phone and email to all Ogletree locations firm wide.

Essential Functions

• Provide first level supervisory support and direction to Service Desk Staff

• Supervise, mentor, coach and lead staff, conduct performance evaluations, develop professional growth opportunities and initiate corrective action.

• Oversee scheduling, prioritization and timely completion of Service Desk related activities and projects

• With a focus on ITIL best practices, monitor and report on continuous improvement goals against Key Performance Indicators that include (but not limited to):

• Service Desk Analyst Scorecard

• Average Speed of Answer/Abandoned Call Rate

• First Contact Resolution

• Mean Time To Resolution/Ticket Aging

• Agent Utilization

• Ticket Quality/Customer Satisfaction

• Handle technical escalations from other Service Desk analysts

• Oversee and participate in new Service Desk analyst training

• Continuous Improvement and Project Management

• Participate in, or project manage projects/tasks assigned for the Service Desk

• Work with other technology teams including Site Support, Applications & Infrastructure teams

• Meet regularly with Service Desk Manager and participate in process and procedure improvement discussions

• Responsible for firm wide communications related to scheduled and unscheduled technology service downtime and rollouts.

• Participates in new application testing and special projects

• Oversee and contributes to the IT Service Management knowledge-base

• Provides excellent customer service and practices total contact ownership from acknowledgement to closure
• Contributes to the good of the IT Department and the entire firm

Requirements

Required:

• Four-year technical degree or equivalent work experience

• 6+ years Service Desk experience in an enterprise environment.

• 6+ years Microsoft product support experience including Windows 10, Windows 7, Microsoft Office Suite

• 2+ years supervising a team of five or more

• Superior customer service/interpersonal skills (both oral & written)

• Superior multi-task and time management skills

• Independent analysis and strong problem solving skills

• Excellent sense of urgency, attention to detail and the ability to triage incidents, problems, tasks, and projects quickly

• Ability to work as a member of a team or independently
• Overtime will be common place for the average week as no problem is left unresolved. It is estimated that the work week will average 45 hours per week.
• The position oversees first-responder assistance to end-users, escalated incidents from the Service Desk, and may require after-hours, weekends, and holidays for emergencies and scheduled projects/tasks.
• The candidate must be willing to respond during disasters or emergencies.

Preferred:

• Law firm experience a major plus

• Certification(s): ITIL Foundations v3, Help Desk Institute (HDI), MOS

• Document Management System support experience

• Mobile Device Management experience

Please note, we are not working with outside recruiters for this position.

Benefits

In accordance with the Colorado Equal Pay for Equal Work Act, the expected salary range for this Colorado position is between $71,840 and $107,760. In accordance with New York State's Wage Transparency Law, the expected salary range for this New York State position is between $79,280 and $118,920. In accordance with California's amended labor code as stated in Senate Bill 1162, the expected salary range for this California position is between $75,360 and $118,920. In accordance with the Washington Equal Pay and Opportunities act, the expected salary range for this Washington position is between $75,360 and $113,040. In accordance with the Wage Transparency Omnibus Amendment Act, the expected salary range for this DC position is between $75,360 and $113,040. In accordance with Maryland's Equal Pay for Equal Work-Wage Range Transparency Law, the expected salary range for this Baltimore position is between $67,520 and $101,280. In accordance with NJSA 34:6B-23, the expected salary range for this New Jersey position is between $79,280 and $118,920. Actual pay will be adjusted based on experience, geographic location, and other job-related factors as permitted by law. This position qualifies for the benefits below. The application deadline for this position is December 31, 2026.

Ogletree Deakins offers a robust suite of benefits for our Staff including: Paid Time Off, Paid Sick Leave, a 401(k) matching program, Profit Sharing, Paid Holidays, Paid Parental Leave, affordable Health and Life Insurance including Dental & Vision coverage, Health Savings Account /Flexible Spending Accounts to help offset the cost of dependent care and/or health care expenses, Tuition Reimbursement and an Employee Assistance Program.

Contact Information

If you have questions, please e-mail Megan Becker at ...@ogletree.com with "Service Desk Supervisor" in the subject line. Please note, applications submitted via e-mail will not be considered.

Firm Overview

Ogletree Deakins is one of the largest labor and employment law firms representing management in all types of employment-related legal matters. Best Law Firms® has named Ogletree Deakins a "Law Firm of the Year" for 14 consecutive years. In the 2025 edition, the publication named Ogletree Deakins its "Law Firm of the Year" in the Litigation - Labor and Employment category. Ogletree Deakins has more than 1,100 attorneys located in 60 offices across the United States and in Europe, Canada, and Mexico. The firm represents a diverse range of clients, including many of the Fortune 50 companies in the U.S.

We are fully committed to the importance of diversity within the legal profession, as well as all workplace environments.

Equal Opportunity Employer.