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# Service Desk Supervisor

- **Company:** Ogletree Deakins
- **Location:** Greenville, SC, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $68,141.0 - $113,370.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Application Testing, Microsoft Azure, Document Management Systems, Microsoft Office, Microsoft Software
- **Published:** October 14, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=0029a85d2cb3e27a

## About the Role

Required:

 * Four-year technical degree or equivalent work experience
 * 6+ years Service Desk experience in an enterprise environment.
 * 6+ years Microsoft product support experience, including Windows 11, Azure, Microsoft Office Suite including Teams

 * 2+ years supervising a team of five or more, or equivalent experience as a Senior Analyst demonstrating leadership, mentoring, and team coordination responsibilities.
 * 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
 * Overtime will be commonplace for the average week as no problem is left unresolved. It is estimated that the workweek will average approximately 45 hours .
 * The position oversees first-responder assistance to end-users, escalated incidents from the Service Desk, and may require after-hours, weekends, and holidays for emergencies and scheduled projects/tasks.
 * The candidate must be willing to respond during disasters or emergencies.
 * Occasional travel may be required for in-person meetings and other events.

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

## Description

Ogletree Deakins has an opportunity for an experienced Service Desk Supervisor to join the firm's Technology Department. The Service Desk Supervisor is responsible for the first level, hands-on, supervision of the IT Service Desk, delivering technology support over phone and email to all Ogletree locations firm wide.
Essential Functions:

 * Provide first-level supervisory support and direction to Service 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 Service 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):
 * Service 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/Survey Responses
 * Handle technical escalations from other Service Desk analysts
 * Oversee and participate in new Service Desk analyst training
 * Continuous Improvement, creative approach to automation using AI tools, and Project Management
 * Participate in, or project manage projects/tasks assigned for the Service Desk
 * Work with other technology teams and firm administrative teams, including Site Support, Applications & Infrastructure teams, HR, and Knowledge & Innovation teams
 * Meet regularly with Service 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 contribute to the IT Service Management knowledge-base