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. Please note, a Signing Bonus will be included in our offer to complement our competitive total compensation package.
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.
Provide first level supervisory support and direction to Help Desk Staff.
Supervise, mentor, coach, train 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 including scheduled and unscheduled technology service downtime and rollouts.
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.
Participate in, or project manage projects/tasks assigned for the Help Desk.
Work with other technology teams including Site Support, Applications & Infrastructure teams and meet regularly with Help Desk Manager and participate in process and procedure improvement discussions.
Participates in new application testing and special projects.
Provides excellent customer service and practices total contact ownership from acknowledgement to closure.
Four-year technical degree or equivalent work experience, law firm experience a major plus.
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.
ITIL Foundations v3, Help Desk Institute (HDI), MOS certifications preferred.
Document Management System support experience and Mobile Device Management experience is preferred.
Please note, we are not working with outside recruiters for this position.
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.
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 more than 900 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 eight consecutive years by U.S. News – Best Lawyers® “Best Law Firms”. In 2019, the publication named Ogletree Deakins its “Law Firm of the Year” in the Employment Law 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.
About Ogletree, Deakins, Nash, Smoak & Stewart, P.C.
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 a reputation for legal excellence and responsive client service. Ogletree Deakins' labor and employment practice is complemented and supported by related practice groups in the areas of business immigration, litigation, employee benefits, occupational safety and health, and construction law.
With offices throughout the United States and in Europe, Canada, and Mexico, the firm represents a diverse range of clients. Our depth of experience in labor and employment law has produced a successful track record for our clients - Fortune 50 corporations to start-up companies.
Although the size and scope of our practice has grown over the past quarter century, our core values remain constant. We are committed to personalized attention, innovative solutions and old-fashioned hard work.
Our approach to providing clients with the resources to solve today's business challenges is always forward-thinking and strategic. We remain committed to providing our clients with an insider's view of the workplace issues of the day.