About Pivotal Solutions

Help Desk Supervisor

Posted on: November 8, 2010, Job Type: Full Time

Job Title: Help Desk Supervisor
Skills: Help Desk, Management
Location: Washington, DC

Job Description:
Provide leadership and supervision of the Help Desk services. Plan, coordinate and conduct quality control of the Help Desk services. Ensure Help Desk technical and document support services are effective, high quality, and timely. Provide solutions to our lawyers and staff on the use of systems and document support.
Supervisory Duties
• Supervise the Help Desk Support staff to provide timely, accurate, and courteous technical and document support, including Beeper Duty.
• Schedule Help Desk Support staff shifts to ensure Help Desk hours of operation are covered.
• Organize Help Desk support, including remote support if required, for emergency office closures such as weather related events.
• Assure full training of all Help Desk Support staff at all times, including document production best practices, technical, introduction of new systems, personnel, procedures and policies.
• Analyze Help Desk work flow for trends to identify problem areas, improve business processes, make recommendations to trainers, and improve Help Desk support services.
• Prepare timely and accurate performance evaluations for the Help Desk staff.
• Escalate problems up the management chain to ensure timely support services.
• Establish metric reporting on the Help Desk and monitor overall success and satisfaction with the Help Desk by the user community.

Regular Duties & Responsibilities
• Working supervisor of the 1st shift responsible for daily organization of technical support and document production services.
• Solve problems and organize resources to meet the technical and document support needs of our lawyers and staff for all Firm standard software, systems, and document support.
• Maintain document tracking and completion estimates on all documents which have been submitted to the Help Desk as they are received and update status hourly.
• Provide hands on document support as needed.
• Organize and conduct document quality review procedures to insure quality document services.
• Maintain up to date skills on the use of Firm software in the practice of law.
• Maintain c.Support/ticketing system and run weekly reports.
• Establish a skills certification program for the Help Desk Staff specializing in technical and document support.
• Write tips and frequently asked questions for the firm’s Intranet and maintain the Help Desk knowledge bases.
• Review training materials created by Training staff and conduct training at Help Desk meetings.
• Timely and regular attendance.

• Minimum of 4 years working on a Word Processing/Help Desk or related experience.
• Minimum of 2 years of supervisory experience with at least 5 direct reports.
• Previous experience in law firm environment or legal documents.
• Excellent verbal, written and interpersonal skills.
• Proven experience working in a time sensitive environment. Ability to multi-task and manage competing priorities with little direction.
• Availability to work before and after business hours and weekends with little or no notice.
• Knowledgeable on Office 2003 to Advanced level, particularly as used in a legal environment.
• Excellent follow through, attention to detail and organizational skills.
• Ability to work independently and in a team environment.

• BS/BA Degree preferred or relevant experience.
• MOS Certification in Office 2003 preferred but not required.

Send resumé in MS Word format to: s.edelman@pivotal-solutions.net