IT Service Desk Manager - law firm

Are you an IT Help Desk Manager or ready to become one?   Do you have law firm experience?    Would you like to work with one of the top law firms in the US?   If so, R & W Group has a great new opportunity!   One of our favorite law firm clients is looking for an Information Technology (IT) Service Desk Manager in DC. In this role you would be 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. Qualifications: Four-year college degree preferred; equivalent experience will be considered. Minimum six years' experience in providing end-user support. Minimum of three years' supervisory experience in a Help Desk or Service Desk environment. Working knowledge of and technical experience providing support for computer related systems which include but are not limited to the following areas:  computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access and Network connectivity. Expert knowledge in Windows operating systems and Microsoft Office Suite and/or related software. Strong leadership, interpersonal and customer service skills and personal initiative. Proven project management skills and an ability work under time constraints to meet deadlines. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information. Ability to strategically maintain financial/budgetary information. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to be a change agent and drive new firm initiatives. Ability to demonstrate strategic focus. 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 a strong attention to detail. Flexibility to work additional hours, as necessary.

Created: 2025-09-23