Position Summary:

Our Greenville, South Carolina office has the opportunity for an experienced Help Desk Supervisor to join the firm’s expanding Technology department.  The Help Desk Supervisor will be responsible for the first level supervision of the IT Help Desk, delivering technology support over phone and email to all Ogletree locations firm wide. 

Office Perks: The IT department brings in bagels once a week, does a Help Desk lunch once a month, and has a semi-annual off-site event.  Fun office events include: ice cream socials, Halloween costume competition, summer bash with dunk tanks and picnic food, staff appreciation day, and many more!  Additional perks offered are a wellness program, yoga classes offered at the office, on-site gym and/or discount gym membership plans, and jeans Fridays.

Successful job applicants will be able to perform these essential functions with or without reasonable accommodations.

• Provide first level supervisory support and direction to Help 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 Help 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):
  • Help 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 Help Desk analysts
• Oversee and participate in new Help Desk analyst training
• Continuous Improvement and Project Management
  • Participate in, or project manage projects/tasks assigned for the Help Desk
  • Work with other technology teams including Site Support, Applications & Infrastructure teams
  • Meet regularly with Help 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:

• Four-year technical degree or equivalent work experience
• 6+ years Help 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

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:

Ogletree Deakins offers a robust suite of benefits for our Staff including: Paid Time Off, Sick Time, 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, Teladoc (24/7 access to a doctor by phone or online video), Tuition Reimbursement and an Employee Assistance Program.

Contact Information:

To apply for this position, please submit your application through the APPLY NOW button on the top of the page.  If you have any questions about this opportunity, please reach out to Megan Becker at megan.becker@ogletree.com  with “Help Desk Supervisor” in the subject line.

To learn more about Ogletree Deakins and to keep up to date with all of our opportunities, follow us on Twitter @JobsAtOgletree and visit our LinkedIn Company Page.

Firm Overview:

Ogletree Deakins is one of the largest labor and employment law firms representing management in all types of employment-related legal matters. The firm has 850 lawyers located in 53 offices across the United States, Canada, Europe and Mexico.  Ogletree Deakins has been named a “Law Firm of the Year” for seven consecutive years by U.S. News – Best Lawyers® “Best Law Firms”.  In 2018, the publication named Ogletree Deakins its “Law Firm of the Year” in the Litigation - Labor & Employment category.”  In addition to handling labor and employment law matters, the firm has thriving practices focused on business immigration, employee benefits, and workplace safety and health law. Ogletree Deakins represents a diverse range of clients, from small businesses to Fortune 50 companies.

We are fully committed to the importance of diversity within the legal profession, as well as all workplace environments and strongly encourage the interest of diverse candidates in the firm.

Equal Opportunity Employer.