Sidley Austin LLP

  • Service Desk Supervisor (Monday -Thursday 12:00 pm-10:30 pm)

    Recruiting Location US-IL-Chicago
    Information Technology
  • Summary

    The preferred shift is Monday-Thursday 12:00pm-10:30pm. The Service Desk Supervisor a working supervisor role that is responsible for all levels of operations, customer service and technical support. This role serves as the next level of escalation for Service Desk Analysts in providing high-level technical solutions to end-users. The Service Desk Supervisor will be responsible for directly supervising, coaching, mentoring and developing all levels of Service Desk Analysts.

    Duties and Responsibilities

    • Provide technical and procedural guidance to team members and act as an escalation point
    • Maintain expert knowledge of supported applications, hardware and mobile devices
    • Train and mentor new Service Desk staff
    • Provide immediate feedback and coaching on service desk interactions, as warranted
    • Directly handle difficult or exceptional client interactions
    • Conduct daily review on open and escalated incidents and work with the assigned Support Analyst to follow-up with other teams within the firm, as necessary
    • Accept and log user calls in the ITSM system and provide resolutions to users by telephone, email or remote tools, as needed, to support busy call periods or to cover when resource levels are low
    • Execute basic, routine and high level systems administration tasks and account management (e.g., RSA Administration, Sidley Mobile Account Administration) as defined by the firm
    • Review, analyze, evaluate and implement technical processes and products to support initiatives of the Service Desk and ultimately the firm while effectively communicating with all impacted parties and by troubleshooting and resolving issues with a sense of urgency to minimize any system downtime
    • In conjunction with the Service Desk management team, establish and implement mechanisms to identify chronic support problems and expedite resolution; report monthly on status of chronic issues
    • In conjunction with the Service Desk management team, analyze and report on Service Desk tickets to identify trends in client service and satisfaction and in technical performance; assist in identifying issues that require communication to the firm’s users
    • Work closely with all levels of management and other IT Teams to act as a liaison for the Service Desk to provide the best solutions to end-user issues and to align with business initiatives
    • Research complex support issues and provide recommendations for operational improvements
    • Schedule teams to ensure proper coverage is maintained
    • Perform other duties, as required


    To perform this job successfully, an individual must be able to perform the Duties and Responsibilities (Duties) above satisfactorily and meet the requirements below. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. If you need such an accommodation, please email (current employees should contact Human Resources).


    Education and/or Experience:



    • BA/BS degree or equivalent work experience.
    • 5+ years of experience in a technology environment providing direct and exceptional user support in a high performance culture
    • 5+ years of experience supporting Microsoft Office Applications, Windows operating systems, legal specific applications, and Remote Access, such as Citrix
    • Proficiency in hardware support including mobile devices.
    • Proven success building strong relationships with team members and mentoring in support of organization-wide initiatives.
    • Knowledge of Service Desk operations and methodologies.



    • ITIL Incident Management concepts
    • ITIL and Microsoft Office Application certifications
    • 5+ years of prior law firm or professional services experience
    • 5+ years of experience providing advanced support of Document Management Systems, Document Comparison Applications and other legal specific applications
    • Prior supervisory experience
    • Basic knowledge of network topologies and best practices
    • Technical Understanding of Macs in a Mac environment.



    Other Skills and Abilities:

    The following will also be required of the successful candidate:

    • Strong organizational skills
    • Strong attention to detail
    • Good judgment
    • Strong interpersonal communication skills
    • Strong analytical and problem solving skills
    • Able to work harmoniously and effectively with others
    • Able to preserve confidentiality and exercise discretion
    • Able to work under pressure
    • Able to manage multiple projects with competing deadlines and priorities


    Sidley Austin LLP is an Equal Opportunity/Affirmative Action Employer.


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