What are the responsibilities and job description for the Help Desk Supervisor position at Eckert Seamans?

Eckert Seamans is a full-service national law firm with a strong reputation and history of success that spans more than 65 years. With approximately 300 lawyers across a network of 15 offices, we provide clients with proactive, solution-oriented business and litigation counsel. We are seeking an experienced Help Desk Supervisor for our Pittsburgh, PA office.

Supervisory Responsibilities :

Participates in the selection process and decision for positions within the help desk
Responsible for the training of new staff
Manage the daily workflow within the helpdesk
Provides constructive and timely performance evaluations
Manage and approve timecards and time off
Provide first level discipline and conflict resolution
Foster an inclusive environment
Enforce firm policies and procedures

Primary Responsibilities :

Manage help desk team

Oversee and perform day-to-day activities of the help desk : phone and email support, conference support, new user creation, user terminations, and pc delivery

Establish and manage help desk processes and adherence to response times

Monitor quality of help desk responses

Establish and uphold customer service standards

Provide first level triage of system issues and serve as escalation point.

Performs other related duties as assigned.

Skills / Abilities

Strong supervisory and leadership skills

Excellent communication skills

Excellent interpersonal and customer service skills

Excellent analytical and problem solving skills

Excellent organizational skills and attention to detail

Excellent time management skills with a proven ability to meet deadlines

Ability to prioritize tasks and to delegate them when appropriate

Ability to function well in a high-paced environment

Aptitude for learning new applications, systems and processes

Proficient with Microsoft Office365

Proficient in iManage preferred

Proficient with ticketing system platforms preferred

Education and Experience :

High school diploma or equivalent; Bachelor’s degree preferred

Minimum five years of help desk experience

Minimum of two years supervisory experience preferred

Physical Requirements :

Prolonged periods of sitting and working on a computer

Must be able to lift 25 pounds, stand, walk, carry, push, pull, reach, stoop, bend, twist, crouch, grasp, kneel and climb

Use of carts, dollies, and other equipment may be required

Travel expectation :

None

Benefits :

Generous PTO and holiday schedule

Medical / Vision / Dental insurance

Hybrid work schedule

Commuter Benefits

Paid parental leave

401k plan

Eckert Seamans is committed to providing equal employment opportunity to all employees and applicants without regard to race, color, religion, creed, sex, national origin, age, citizenship, marital status, sexual orientation, gender, gender identity or expression, disability or any protected military or veteran status.

Eckert Seamans will not consider resumes submitted by external agencies or recruiters unless specifically requested and approved by an HR / Recruiting representative for this position. Prior approval is required even if the agency or recruiter has an agreement in place with Eckert Seamans Cherin & Mellott, LLC. An external agency or recruiter will not be compensated in any way for the submission of a candidate for this position if prior approval is not obtained.

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