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Robert Half Logo Robert Half · IT - Administration

Help Desk Supervisor

United States, Seattle 90000.00 - 120000.00 USD / Year · Job Posted March 21, 2026
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Job Description

Robert Half hiring for a Help Desk Supervisor to join our client and lead day‑to‑day IT support operations and ensure exceptional service for attorneys, staff, and firm leadership. This role combines team leadership with hands‑on technical escalation, driving service excellence, process improvement, and operational consistency across the Help Desk. The position is fully onsite at the firm’s Seattle office and includes participation in an after‑hours on‑call rotation.

Job Responsibility

  • Oversee, coach, and support a team of Help Desk technicians and analysts
  • Set performance expectations, manage reviews, and support hiring and onboarding
  • Serve as the main escalation point for complex technical issues
  • Promote a culture of high-quality service and operational accountability
  • Manage ticket intake, prioritization, and resolution within the firm’s Zoho environment
  • Track and improve SLAs, response times, and resolution quality
  • Provide advanced troubleshooting for hardware, software, and system issues
  • Identify recurring issues and implement proactive, long-term solutions
  • Maintain documentation, processes, and support procedures
  • Partner with attorneys, business teams, and firm leadership to address technology needs
  • Work with the Support Trainer to deliver effective onboarding and user education
  • Maintain clear communication between IT and internal stakeholders
  • Ensure IT processes meet legal industry standards, especially around data security
  • Support firmwide technology initiatives, including system upgrades and deployments
  • Contribute to resource planning, budgeting, and vendor coordination
  • Participate in a rotating after-hours support schedule

Requirements

  • Proven experience in service desk management or a similar IT leadership role
  • Strong knowledge of Active Directory, including user and group management
  • Familiarity with IT service management (ITSM) frameworks and tools
  • Ability to manage service desk tickets effectively, ensuring timely resolution
  • Experience in deskside support, including troubleshooting hardware and software issues
  • Exceptional organizational and communication skills
  • Leadership capabilities with a focus on team development and performance optimization
  • Knowledge of industry standards and best practices for IT operations
  • 5+ years of experience in IT Support, Desktop Support, or Help Desk environments
  • Prior experience as a lead technician or supervisor
  • Strong leadership, communication, and customer service capabilities
  • Proficiency with Microsoft Office, Windows/PC environments, and documentation creation
  • Ability to support executive-level stakeholders with professionalism and poise
  • High attention to detail, organization, and confidentiality

Nice to have

  • Background in a law firm, detail oriented services, or healthcare
  • Familiarity with systems such as: iManage, InterAction, Intapp Time, Workshare
  • Experience using Zoho or other ITSM tools (ServiceNow, etc.)
  • Certifications such as CompTIA (A+, Network+), Microsoft credentials, or ITIL

What we offer

  • Medical, dental, and vision insurance
  • 401(k) with employer match + profit sharing
  • Paid holidays, PTO, parental leave
  • Commuter benefits
  • Disability & life insurance
  • Community service leave
  • Wellness programs
  • detail oriented training and development opportunities across firm offices
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