Help Desk Supervisor supervises the staff and the day-to-day operations of an organization's technical help desk. Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Being a Help Desk Supervisor trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. Ensures the latest product/technical updates and policies are available and communicated to the team. Additionally, Help Desk Supervisor monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency. Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree. Typically reports to a manager. The Help Desk Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Help Desk Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Help Desk Technician
Portland, Maine
Drummond Woodsum is seeking a full-time Help Desk Technician to join our IT team and support our attorneys and staff in their day-to-day technology needs, scheduled for 10:30 am – 7:00pm Monday – Friday. This position will be based in our Portland, Maine office, with occasional needs to travel to our satellite offices in New Hampshire. Prior experience in a legal setting is a plus, but we will train the right person who has a combination of technical skills and experience, along with the motivation and ability to learn new skills.
Responsibilities:
Skills:
At Drummond Woodsum we are committed to the growth and development of our employees. Our focus is geared toward fostering a culture where you can work with and learn from diverse individuals, explore and expand your capabilities, and are valued for the contributions and perspectives you bring.
This is a full-time position, with a competitive salary and comprehensive benefits available, including insurances (health, dental, vision, life/AD&D), disability (both long-term and short-term), paid time off, 12 weeks paid parental leave, 401(k) retirement plan with profit-sharing, and HSA contributions for employees enrolled in our HSA plan. For consideration, please submit your resume and cover letter by email to hr@dwmlaw.com. We look forward to hearing from you.
Applying for an Open Position
If you would like to apply for an open position, you enjoy a challenge, and would like to join our top-notch team, please submit your resume and letter of interest via e-mail to hr@dwmlaw.com. No phone calls, please. All inquiries held in the strictest confidence.
Drummond Woodsum offers a generous benefits package including your choice of medical/dental plans with wellness reimbursements, life insurance, short and long-term disability insurance, 401k/Profit Sharing plan, paid holidays, paid vacation, personal and sick time, on-site subsidized parking, longevity bonuses and more. We are committed to diversity and inclusion in our hiring practice and encourage qualified candidates of all backgrounds to apply for open positions.
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