IT Service Desk Supervisor

Job Description

Position Title: IT Service Desk Supervisor
Location: Washington, D.C.

Position Overview:

We have an opening for an Information Technology (IT) Service Desk
Supervisor in the Washington DC office. The IT Service Desk Supervisor
is responsible for managing the day-to-day operations of the service
desk, ensuring that all requests for support are handled in a timely and
efficient manner. This position reports to the IT Service Desk Manager.

Responsibilities:

- Managing the day-to-day operations of the service desk, ensuring
that all requests for support are handled in a timely and efficient
manner.

- Supervising the Service Desk Analysts and Senior Service Desk
Analysts, providing guidance and support to ensure that they are
able to provide high-quality customer service to the firm's staff
and clients.

- Developing and implementing processes and procedures to improve the
efficiency and effectiveness of the service desk.

- Monitoring and reporting on service desk performance, identifying
areas for improvement, and implementing changes as needed to ensure
SLAs are met.

- Working closely with other members of the IT department to ensure
that the service desk is able to provide effective support for all
IT systems and services.

- Providing training and support to Service Desk Analysts to ensure
that they are able to effectively use the firm's IT systems and
provide high-quality customer service.

- Handling escalated support requests including working with other
members of the IT department as needed to resolve complex issues.

Education and Experience:

- A two-year college degree preferred; equivalent experience will be
considered.

- Experience supervising a service desk in a law firm or other
professional services environment.

- Prior supervisory experience.

- ITIL Foundation certification preferred.

- Minimum four years’ experience implementing, maintaining, and
supporting Windows operating systems and MS Office application
suites.

- Experience with Exchange and a document management system is a
plus.

- Strong customer service skills and personal initiative.

- Technical experience with hardware configuring and supporting
workstations, laptops, and printers required.

- Strong technical knowledge of IT systems and services commonly used
in a law firm or other professional services environment.

- Experience using service desk management software to manage support
requests and monitor performance.

- Ability to write reports, business correspondence, and procedure
manuals.

- Analytical mindset with the ability to analyze data, identify trends
and make data-driven decisions.

- Ability to effectively present information and respond to questions
from groups of managers and directors.

- Ability to make sound decisions and demonstrate a high degree of
trustworthiness in handling confidential and sensitive information.

- Ability to motivate, coach and develop Service Desk Analysts.

- Ability to be a change agent and drive new firm initiatives.

- Possess exceptional judgement and professionalism.

- Ability to define goals and follow though to achieve results and
demonstrate strategic focus.

- Ability to work in a fast-paced environment while exhibiting a
strong attention to detail.

- Exceptional client service both internal and external.

- Strong customer service skills and the ability to effectively manage
a team of Service Desk Analysts.

- Excellent communication and interpersonal skills, with the ability
to effectively communicate with staff at all levels of the
organization.

- Strong problem-solving and organizational skills and the ability to
think creatively to find solutions to complex issues.

- Ability to work well under pressure and manage multiple priorities.

- Flexibility to work additional hours, as necessary.

Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer
(EOE) who will provide equal employment opportunity to employees and
applicants for employment without regard to race, ethnicity, religion,
color, sex, pregnancy, national origin, age, veteran status, ancestry,
sexual orientation, gender identity or expression, marital status,
family structure, genetic information, or mental or physical disability.

Apply Now

First Name

Required

Last Name

Required

Email Address

Required

Phone Number

Country None Afghanistan Åland Islands Albania Algeria American Samoa Andorra Angola Anguilla Antarctica Antigua and Barbuda Argentina Armenia Aruba Australia Austria Azerbaijan Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia Bonaire, Sint Eustatius and Saba Bosnia and Herzegovina Botswana Bouvet Island Brazil British Indian Ocean Territory British Virgin Islands Brunei Bulgaria Burkina Faso Burundi Cabo Verde Cambodia Cameroon Canada Cayman Islands Central African Republic Chad Chile China Christmas Island Cocos (Keeling) Islands Colombia Comoros Congo Congo-Brazzaville Cook Islands Costa Rica Côte d'Ivoire Croatia Cuba Curaçao Cyprus Czechia Democratic People's Republic of Korea Denmark Djibouti Dominica Dominican Republic Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Ethiopia Falkland Islands Faroe Islands Federated States of Micronesia Fiji Finland France French Guiana French Polynesia French Southern Territories Gabon Gambia Georgia Germany Ghana Gibraltar Greece Greenland Grenada Guadeloupe Guam Guatemala Guernsey Guinea Guinea-Bissau Guyana Haiti Heard Island and McDonald Islands Honduras Hong Kong Hungary Iceland India Indonesia Iraq Ireland Islamic Republic of Iran Isle of Man Israel Italy Jamaica Japan Jersey Jordan Kazakhstan Kenya Kiribati Kuwait Kyrgyzstan Lao People's Democratic Republic Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Macao Macedonia Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Martinique Mauritania Mauritius Mayotte Mexico Monaco Mongolia Montenegro Montserrat Morocco Mozambique Myanmar Namibia Nauru Nepal Netherlands New Caledonia New Zealand Nicaragua Niger Nigeria Niue Norfolk Island Northern Mariana Islands Norway Oman Pakistan Palau Panama Papua New Guinea Paraguay Peru Philippines Pitcairn Poland Portugal Puerto Rico Qatar Republic of Korea Republic of Moldova Reunion Romania Russia Rwanda Saint Barthelemy Saint Helena, Ascension and Tristan da Cunha Saint Kitts and Nevis Saint Lucia Saint Martin Saint Pierre and Miquelon Saint Vincent and the Grenadines Samoa San Marino Sao Tome and Principe Saudi Arabia Senegal Serbia Seychelles Sierra Leone Singapore Sint Maarten (Dutch part) Slovakia Slovenia Solomon Islands Somalia South Africa South Georgia and the South Sandwich Islands South Sudan Spain Sri Lanka State of Palestine Sudan Suriname Svalbard and Jan Mayen Swaziland Sweden Switzerland Syria Taiwan Tajikistan Thailand Timor-Leste Togo Tokelau Tonga Trinidad and Tobago Tunisia Turkey Turkmenistan Turks and Caicos Islands Tuvalu U.S. Virgin Islands Uganda Ukraine United Arab Emirates United Kingdom United Republic of Tanzania United States United States Minor Outlying Islands Uruguay Uzbekistan Vanuatu Vatican Venezuela Vietnam Wallis and Futuna Western Sahara Yemen Zambia Zimbabwe

State/Province None

City

ZIP/Postal Code

Resume

Choose File...

Required, maximum file size is 512KB, allowed file types are doc, docx, pdf, odf, and txt

Message

Apply Now

Success!

Your application was successfully sent!

Send Us Your Information

We are always looking for passionate and dedicated people to join our team.

Send us your resume and if a job opens up and we find a good match, we’ll be in touch!

Your Information

We’re sorry, there was some trouble processing your submission. The error code is:

Please ensure all fields have been filled.

Your Information

Please enter your first name.

First Name*

Please enter your last name.

Last Name*

Please enter your email e.g.

. Email Address*

Phone (optional)

Please select your country.

Country* Select your state USA Canada

Please select your state.

State* Select your state Alabama Alaska Arizona Arkansas California Colorado Connecticut Delaware Florida Georgia Hawaii Idaho Illinois Indiana Iowa Kansas Kentucky Louisiana Maine Maryland Massachusetts Michigan Minnesota Mississippi Missouri Montana Nebraska Nevada New Hampshire New Jersey New Mexico New York North Carolina North Dakota Ohio Oklahoma Oregon Pennsylvania Rhode Island South Carolina South Dakota Tennessee Texas Utah Vermont Virginia Washington Washington, D.C. West Virginia Wisconsin Wyoming

Please enter your city.

City*

Please enter your zip code.

Zip Code*

Upload your Resume

Please note only files with .pdf, .docx , .rtf or .doc file extensions are accepted.

Max file weight: 512KB.

Please attach your resume, ensure it is in the correct format and smaller than 512KB.

• Direct Upload
• Dropbox
• Google Drive

×

Leave blank!

Submit your information

Success! Your resume is on its way.

Thanks for your interest!

Direct Upload

Arena Technical Resources, LLC © 2025 All Rights Reserved 104 South Washington Street
Rockville, MD 20850

- Office
- Fax

• Visit our LinkedIn page
• Visit our Instagram page

Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer (EOE) who will provide equal employment opportunity to employees and applicants for employment without regard to race, ethnicity, religion, color, sex, pregnancy, national origin, age, veteran status, ancestry, sexual orientation, gender identity or expression, marital status, family structure, genetic information, or mental or physical disability.

const driveToken = 'AIzaSyDNsp2U7BcAMIxx381ge-pExpUDsAnuOMM'; const oAuthClientId = '574155339633-v7ckpo8luscg2tc4885b6tegu0gk5m8q.apps.googleusercontent.com'; const driveAppId = '574155339633'; const scope = ' let oauthToken; let tokenClient; let pickerApiLoaded = false; const driverHelper = { pickerCallback: function (data) { console.log('mother pickerCaller reached'); } } function onPickerApiLoad(){ gapi.load('picker', ()=>{ pickerApiLoaded = true}); } function gisLoaded() { console.log('isloaded'); tokenClient = google.accounts.oauth2.initTokenClient({ client_id: oAuthClientId, scope: scope, callback: '', // defined later }); gisInited = true; } function createPicker() { const showPicker = () => { let pickerView = new google.picker.View(google.picker.ViewId.DOCS); pickerView.setMimeTypes('application/msword,application/vnd.openxmlformats-officedocument.wordprocessingml.document,application/pdf,text/text'); const picker = new google.picker.PickerBuilder() .addView(pickerView) .enableFeature(google.picker.Feature.NAV_HIDDEN) .setOAuthToken(oauthToken) .setCallback(driverHelper.pickerCallback) // .setDeveloperKey(driveToken) .build(); picker.setVisible(true); } // Request an access token tokenClient.callback = async (response) => { if (response.error !== undefined) { throw (response); } oauthToken = response.access_token; showPicker(); }; if (oauthToken === null) { // Prompt the user to select a Google Account and ask for consent to share their data // when establishing a new session. tokenClient.requestAccessToken({prompt: 'consent'}); } else { // Skip display of account chooser and consent dialog for an existing session. tokenClient.requestAccessToken({prompt: ''}); } } $(function(){ function loadTrackingScripts(){ var csrfToken = $('meta[name=csrf-token]').attr('content'); $.ajax({ url : '/job/ATR%2017107/it_service_desk_supervisor', type: 'GET', headers : { 'X-CSRF-TOKEN': csrfToken }, xhrFields: { withCredentials: true }, success : function(data, textStatus, jqXHR){ if(jqXHR && jqXHR.status >= 200 && jqXHR.status < 300){ $(data).each(function(index,node){ if(node.classList && node.classList.contains('tracking-script')) $('head').append(node) ; }); } }, error : function(data){ throw data } }); } function setCookie(option) { const name = 'allow-cookies'; const value = option; // option is string with value 'yes' or 'no' const days = 14; const path = '/'; const expires = new Date(Date.now() + days * 864e5).toUTCString(); document.cookie = name + '=' + encodeURIComponent(value) + '; expires=' + expires + '; path=' + path; } function isAnalyticsChecked() { return $('#analytics-cookies').is(':checked'); } function getCookie(name) { const value = `; ${document.cookie}`; const parts = value.split(`; ${name}=`); if (parts.length === 2) return parts.pop().split(';').shift(); } $(document).on('click', '.btn-cookie-consent-yes', function () { setCookie('yes'); $(this).closest('.cookie-banner').slideUp(); loadTrackingScripts(); }).on('click', '.btn-cookie-consent-no', function () { setCookie('no'); $(this).closest('.cookie-banner').slideUp(); }).on('click', '#close-cookie-settings', function () { $('#analytics-cookies').prop('checked', getCookie('allow-cookies') === 'yes'); $('#cookie-consent-settings').modal('hide'); }).on('click', '#save-changes', function () { if (isAnalyticsChecked()) { setCookie('yes'); loadTrackingScripts(); } else { setCookie('no'); } $('#cookie-consent-settings').modal('hide'); $('.cookie-banner').slideUp(); }).on('click', '#accept-cookie-settings', function () { setCookie('yes'); loadTrackingScripts(); $('#analytics-cookies').prop('checked', true); $('#cookie-consent-settings').modal('hide'); $('.cookie-banner').slideUp(); }); }); {'@context':'http:\/\/schema.org\/','@type':'JobPosting',