Service Desk Manager, Emerson Zane, US

IT Service Desk Manager

A leading law firm is seeking a highly skilled and customer-focused Service Desk Manager to oversee technical support operations across the organization. This individual will be responsible for managing a team of helpdesk professionals, ensuring timely resolution of IT issues, and maintaining exceptional service levels for attorneys, staff, and other stakeholders. The role requires a hands-on leader who can balance operational oversight with strategic improvement initiatives.

Key Responsibilities

• Lead, coach, and mentor the service desk team to ensure high performance and professional growth.
• Oversee day-to-day operations of the helpdesk, ensuring prompt and effective support.
• Develop and implement processes to improve incident resolution times, customer satisfaction, and overall service quality.
• Monitor ticket queues, assign priorities, and ensure adherence to SLAs.
• Collaborate with IT leadership to align service desk objectives with the firm’s overall technology strategy.
• Analyze service metrics, identify trends, and recommend solutions to recurring issues.
• Coordinate with other IT teams on escalated incidents and projects.
• Manage scheduling to ensure adequate coverage at all times.
• Ensure compliance with firm policies, security protocols, and industry best practices.

Qualifications

• Proven experience managing a service desk or IT support team
• Strong leadership skills with the ability to inspire and guide a high-performing team.
• Exceptional verbal and written communication skills , with the ability to communicate technical concepts to non-technical users.
• In-depth knowledge of IT service management (ITSM) principles, ticketing systems, and service desk workflows.
• Proficiency in common business applications, enterprise systems, and collaboration tools.
• Ability to work under pressure, manage multiple priorities, and maintain composure in high-demand situations.
• Strong problem-solving and decision-making abilities.
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred; relevant certifications (ITIL, HDI) a plus.
• Experience in a professional services or law firm environment IS A PLUS (NOT a requirement).

Why Join Us

You’ll play a pivotal role in ensuring that one of the most respected law firms in the industry runs smoothly. This position offers the opportunity to lead a committed team, shape service delivery, and directly contribute to the firm’s ongoing success.