IT Service Desk Manager

Scion Technology has been engaged to conduct a search for Arnold & Porter Kaye Scholer LLP IT Service Desk Manager position. This position is for immediate, direct hire, and is onsite based out of their office in Washington DC.

Arnold & Porter Kaye Scholer LLP (“Arnold & Porter”) is a leading Am Law 50 multinational law firm with over 1,000 attorneys located across 14 international offices. The firm represents public and private companies, governmental entities, financial institutions, and other organizations worldwide in sophisticated litigation and transactional matters. With a client-focused approach and deep industry knowledge, Arnold & Porter’s attorneys possess expertise in more than 30 areas, including antitrust, environmental, government contracts, life sciences, financial services, legislative & public policy, bankruptcy, corporate & finance, intellectual property, litigation, real estate, and taxation.
 
Arnold & Porter is consistently recognized by the legal industry’s most well-known and respected publications and organizations for its achievements and sophisticated delivery of professional legal services. The firm has been ranked on The American Lawyer’s “A-List” of top 20 firms 14 times since 2003. Chambers USA 2023 ranked 106 Arnold & Porter attorneys as leaders in 61 practice areas. Similarly, Legal 500 United States 2023 recognized 174 Arnold & Porter attorneys in 51 practice areas. The guide also distinguished 18 Arnold & Porter attorneys as elite “Leading Lawyers,” five partners in the “Hall of Fame,” and eight partners were listed as “Next Generation Lawyers.” Global relationships have been established through the firm’s representation of top companies. Arnold & Porter has more than 130 attorneys who have held positions in United States and European governments and the military, and 121 Fortune 250 companies have selected the firm as their outside counsel.

Arnold & Porter’s culture is guided by its longstanding commitment to its core values:

• Excellence in the practice of law

• Being guided by clients’ needs

• Delivering the highest quality service

• Approaching work with the highest standards of ethics and professionalism

• Respecting diversity and individuality among colleagues

• Maintaining a deep commitment to public service and pro bono work

Arnold & Porter cultivates an inclusive, positive, and supportive work environment where all talent is supported and accorded dignity and respect. The firmwide Diversity & Inclusion Committee, together with the Chief Diversity & Inclusion Officer, guides the firm’s approach to diversity and inclusion, setting goals grounded in five pillars: recruitment, retention, advancement, engagement, and service. These pillars support a structure that drives the rich firm culture and inspires greater performance, innovation, and creativity. The commitment and efforts are evidenced by Arnold & Porter’s continual recognitions from Human Rights Campaign—Best Places to Work for LGBTQ Equality, Seramount’s (formerly Working Mother) Best Companies, and Best Law Firms, as well as their status as a Mansfield Plus Certified Firm.

What you will be doing:

• 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.

• Performing advanced technology, information security, and managerial work providing direction and guidance in strategic operations and planning.

• Identifying metrics and collecting associated data to ensure optimal Service Desk operations.

• Developing technology, security protocol, business standards, and action plans as needed.

• Providing strategic and tactical leadership for projects, development of additional resources, and direction of allocated budgeting.

• Scheduling the firm’s Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment.

• Developing systems, policies, and practices to ensure an outstanding customer service experience for internal staff.

• Monitor trends and adjust support accordingly to meet the needs of the firm

• Overseeing the upkeeping of the Service Desk’s knowledge base to maintain a good collection of documentation that includes answers to frequently asked questions, how-to guides, and troubleshooting instructions.

• Developing and the upkeeping of the Service Desk’s Playbook to maintain consistency in the baseline knowledge and technical levels required to provide optimal end-user support.

• Providing support of all computers and printers; ensuring timely resolution of issues as needed.

Qualifications:

• Minimum of 5 years of related experience is required. At least 3 years of managerial/supervisory experience in a related position is required.

• Experience managing a two-tiered Service Desk a plus.

• Strong leadership, interpersonal and customer service skills and personal initiative.

• knowledge of and experience in information technology, networking, software concepts, and IT systems.

• Ability to provide effective management, training, and supervision of staff.

• Strong written and verbal communication.

• Medical, Vision, and Dental Insurance
• Medical, Vision, and Dental Insurance for Spouses, Domestic Partners, and Their Children
• Life Insurance
• Supplemental Life Insurance
• Dependent (Spouse/Domestic Partner/Child) Life Insurance
• Long-Term Disability Insurance
• Supplemental Long-Term Disability Insurance
• Long-Term Care Insurance
• Healthcare and Dependent Care Flexible Spending accounts
• Health Savings Account
• 401(k) Deferrals
• Profit-Sharing Contributions
• Paid Time Off
• Travel Accident Insurance
• Employee Assistance Program
• Health Advocate
• Pet Insurance
• Group Auto, Homeowner’s & Renter's Insurance
• Pre-Tax Transportation Program
• A "Healthy Incentive" Bonus

Interested?
Please contact Emily McMonigle at Scion Technology today if you are interested. All candidates interested in applying must send a resume and letter of interest directly to the Senior Manager of Technology Recruitment at Scion Technology, Emily, via emparse@scionstaffing.com.

About our firm: 
Scion Technology is a national award-winning technology & IT staffing firm! Since 2006, we have had the pleasure of successfully placing thousands of talented candidates with amazing opportunities. Through our innovative team building and recruiting solutions, we bridge the gap in executive leadership searches, direct hire technology recruiting, interim leadership placement and temporary professional staffing. Our track record and recruitment process has made us one of the top recruitment firms in the nation.

We are proud to be part of the Forbes lists of the Best Recruitment Firms and the Best Executive Search Firm in America. Additionally, Scion has been recognized as a ClearlyRated Best of Staffing firm as well as a top recruitment firm by The Business Times! More information about us can also be found at www.sciontechnology.com.

Scion Technology, a division of Scion Staffing, Inc. is an equal opportunity employer and service provider and does not discriminate on the basis of race, religion, gender, gender identity, national origin, citizenship status, sexual orientation, disability, political affiliation or belief, or any other protected class. We are committed to the principles of Equal Opportunity Employment and are dedicated to making employment decisions based on merit and value, for ourselves, our client companies, and for the candidates we represent. We are committed to the principles of Equal Opportunity Employment and are dedicated to making employment decisions based on merit and value, for ourselves, our client companies, and for the candidates we represent. For opportunities located in a region that have enacted fair chance, arrest or conviction-based employment ordinances, Scion Technology proactively follows the enacted guidance and considers for employment all qualified applications with arrest and conviction records. We believe in following best practices and considering all qualified applicants that apply with us.