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Help Desk Manager

Washington, DC

Our client, a well-known law firm, is seeking an experienced Help Desk Manager to lead their team of 13 Analysts and to define, implement, measure, and enhance our IT Help Desk department. The Help Desk Manager will ensure that all Help Desk tickets related to our computer systems, hardware, software, mobile devices, and remote access are handled effectively and efficiently.


  • Lead, manage, and mentor the Help Desk team to ensure high-quality service delivery and customer satisfaction
  • Develop and implement processes, procedures, and standards to improve the effectiveness and efficiency of the Help Desk
  • Ensure timely resolution of Help Desk tickets and maintain accurate records of all requests and resolutions
  • Identify areas for process improvement and develop and implement solutions to enhance Help Desk performance
  • Manage vendor relationships and maintain a strong understanding of relevant products and services
  • Collaborate with other IT departments to provide seamless IT support to the organization
  • Prepare and present regular reports on Help Desk performance to senior management
  • Ensure compliance with IT security policies and procedures
  • Foster a culture of continuous learning, growth, and development within the Help Desk team


  • 7+ years of experience managing a medium-sized team
  • Prior experience managing a Help Desk team and implementing new processes and procedures to enhance department effectiveness
  • Bachelor's degree preferred; ITIL cert v4 preferred
  • Legal experience isn't required but preferred
  • Strong knowledge of computer systems, hardware, software, mobile devices, and remote access
  • Excellent communication and interpersonal skills
  • Ability to lead and influence others
  • Stable work tenure/history
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