Supervisor IT Desktop Support

Description Fish & Richardson, the premier global intellectual property law firm, is trusted by the world’s most innovative and influential companies. Fish was established in 1878, and now has more than 400 attorneys and technology specialists in the U.S., Europe, and China. Our success is rooted in our creative and inclusive culture, which values the diversity of people, experiences, and perspectives. Join Fish’s Minneapolis team in our fast-paced Information Technology Department as a Supervisor of IT Desktop Support . How Will You Make a Difference? Oversee and direct the daily activities of 10-20 geographically dispersed IT Specialists and ensure full coverage across all locations. Develop, maintain, and enforce standard and on-call work schedules that align with business needs, including special projects. Plan, assign, and direct work; ensure workloads are properly and evenly distributed, deadlines are met, and all tasks reflect organizational and departmental priorities. Serve as the primary technical and operational escalation point for the ITDS team and lead the investigation and resolution of complex issues that go beyond basic troubleshooting. Apply critical thinking to thoroughly analyze questions and issues, participate in investigations to identify their root causes, and develop and implement effective solutions. Provide clear, comprehensive responses that demonstrate sound judgement and a deep understanding of the underlying challenges when needed. Monitor all ITDS work queues within the ITSM and other systems to ensure tickets, tasks, and projects are addressed promptly according to the prescribed ticket handling standards and defined SLAs or project plans. Prepare monthly management-level reports on the operations, performance and productivity of the ITDS group, including lease refresh scheduling and lease return progress. Procure or develop and assign structured training for new and existing ITDS employees, ensuring all team members at each level possess the knowledge, technical competence, and behavioral standards required to perform their roles at a high level. What Will You Bring to the Table? 5+ years of experience in direct end-user desktop support, preferably in the professional services/legal industry. 2+ years of experience supervising a team of three or more staff. Formal training in people management is preferred. High attention to detail in tracking large numbers of issues, with proven ability to identify and analyze issues, recommend and implement solutions. Strong working knowledge of and experience supporting an enterprise desktop computing environment, including Microsoft Windows 11; Microsoft Office and Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint), document and practice-management systems; Adobe Acrobat, client networking (wired/wireless), remote access technologies including VPN and Citrix; and standard end-user hardware such as laptops, docking stations, monitors, printers, and peripherals. Possess the managerial skills necessary in order to interact and communicate with team members, provide instruction and direction, determine work priorities, and coordinate the activities of a team. Ability to oversee team members in various positions and geographic locations and to delegate and manage resources effectively. Regular travel (30%) is required in this position. Ability to work in the Minneapolis office up to 3 days per week is required. Why Fish? When you join our team, we offer: Competitive pay and discretionary bonus opportunities along with a rich benefits package, including comprehensive medical and dental coverage, generous paid time off, and tuition reimbursement Award-winning retirement and profit sharing plans with employer contribution A family-friendly atmosphere with back-up child care, as well as health and wellness initiatives A positive culture awarded an Outstanding Workplace designation in 2023 and 2024 by People Insight based on our high levels of employee engagement In Minneapolis, the estimated starting pay range is $90,000 - $112,000 per year. Final compensation will be based on a variety of factors, including education, experience, skills, professional background, and overall qualifications. Our Commitment to Diversity As a firm that serves the world’s greatest visionaries, we know that creativity and innovation are the result of seeing the world from multiple different perspectives. Having a diverse team enhances the quality of legal services we provide to our clients, sustains our standing as a premier IP law firm, and strengthens the fabric of our firm. #LI-DM1 #LI-Hybrid