Full time
Ogletree Deakins
Greenville, SC, USA
Position Summary We have the opportunity for an experienced Service Desk Supervisor to join the Firm's Technology department. The Service Desk Supervisor is responsible for the first level supervision of the 24/7 365 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 Help 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 Help 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): Help Desk Analyst Scorecard Average Speed of Answer/Abandoned Call Rate First Contact Resolution Mean Time To Resolution/Ticket Aging Agent...


