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# IT Service Desk Supervisor

- **Company:** Fawkes IDM
- **Location:** Washington, DC, United States
- **Experience:** Experienced
- **Salary:** $110,000.0 - $130,000.0
- **Contract:** Permanent contract
- **Skills:** Software Applications, Desktop Computing, Network Connections, Remote Access Technology, Computer Equipment
- **Published:** September 27, 2026
- **Apply:** https://www.juju.com/job/16_f93ce45e7

## About the Role

* Four year college degree required
 * 6+ years experience in providing end-user support; 3+ years supervisory experience in a Help Desk or Service Desk environment.
 * Knowledge and experience with law firm specific applications is required.
 * Previous employment in a law firm or legal department is preferred.
 * Extensive experience in computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access and Network connectivity.
 * Flexibility to work additional hours, as necessary

## Description

* Overseeing the day-to-day supervision of the firm's Service Desk Analysts to provide quality customer service to all of the firm's staff in support of the firm's IT Service Desk.
 * Supervising the DC Service Desk team.
 * Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized and resolved).
 * Scheduling the firm's Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment.
 * Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.
 * Providing career development guidance to staff and recommending training paths.
 * Performing administrative duties related to the processing of all leave requests, timecards, and annual reviews in a timely manner.
 * Identifying, recommending, and documenting procedures and processing improvements related to IT service delivery and problem resolution.
 * Performing incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services for ways to reduce recurring issues.
 * Reviewing, editing, and maintaining support services knowledge database.
 * Providing feedback to the Training Manager to ensure training programs meet the needs of the firm's end users.
 * Supervising planning and management of location specific projects; i.e., laptop replacement.
 * Collaborating with other Directors, Managers and Supervisors to ensure that departmental and firm projects are completed efficiently.


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