Help Desk Supervisor

Foster Garvey PC is looking for a full-time Help Desk Supervisor to oversee Foster Garvey’s IT Help Desk's day-to-day operations and supervise a team of Help Desk technicians, ensuring prompt and efficient resolution of IT issues and maintaining high service levels across the firm's technology infrastructure.

This is a full-time exempt position that requires an on-site presence five days per week at Foster Garvey’s Downtown Seattle office. The Help Desk Supervisor will be available for after-hours support on a rotating schedule along with the rest of the Help Desk team members.

• Supervise, mentor, and develop a team of Help Desk technicians and analysts, providing guidance and support as needed
• Set clear performance goals and expectations
• Lead the recruitment and onboarding of staff, provide ongoing performance management, and assist with performance evaluations

• Oversee and prioritize the Firm’s ticketing system, ensuring all issues are addressed in a timely manner
• Monitor response and resolution times to ensure compliance with Service Level Agreements (SLAs)
• Provide hands‑on support when necessary and troubleshoot Firm hardware and software issues
• Evaluate and improve Help Desk processes and workflows to enhance efficiency and customer service; identify recurring issues and develop long‑term solutions
• Work with external vendors and consultants for specialized IT services; ensure efficient coordination with outside parties to resolve complex technical issues
• Work with the Support Trainer to develop training programs for end‑users on new software, systems, and tools; maintain detailed records and documentation for system configurations, processes, and troubleshooting guides
• Oversee routine maintenance and upgrades of end‑user’s computer systems and software applications
• Ensure the IT Help Desk team conducts regular system checks
• Serve as a liaison between the IT department and the Firm’s legal teams to meet their technology needs
• Facilitate clear communication and problem‑solving between departments
• Ensure the firm's IT policies align with legal industry standards, including data security and compliance
• Project Management:
  Assist with IT‑related projects, such as system upgrades, migrations, or deployments
• Provide input for budget planning and resource allocation
• Other duties or projects as assigned

Job Requirements:

• Strong leadership, interpersonal, and customer service skills and personal initiative
• Proven project management skills and an ability to work under time constraints to meet deadlines
• Ability to effectively present information and respond to questions from groups of managers, clients, and customers
• Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information
• Ability to define goals and follow through to achieve results
• Excellent organization and communications skills, both oral and written
• Ability to work in a fast‑paced environment while exhibiting strong attention to detail
• Extensive knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook)
• Ability to write reports, business correspondence, and procedure manuals
• Working knowledge of typical law‑firm software applications or similar is desirable (iManage, Inter Action, Intapp Time, Workshare, etc.)

• Bachelor’s degree or appropriate combination of education and experience
• 5+ years of Help Desk, IT Tech Support, or Desktop Engineering experience is required; prior experience in a law firm environment is a plus
• Experience as a lead Help Desk technician or Supervisor

• In‑person and virtual training opportunities
• Collaboration across all five Foster Garvey offices
• Workplace Wellness Program and more!

The pay range for this position is $90,000–$120,000 annually; however, actual pay may vary depending on the candidate's education, training, experience, and other job‑related factors permitted by law.

• Medical, dental, and vision insurance
• 401(k) retirement plan, match, and profit‑sharing
• Commuter allowance
• Paid time off plus paid…