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Pillsbury Winthrop Shaw Pittman LLP
IT Service Desk Manager
Join Pillsbury Winthrop Shaw Pittman LLP as an IT Service Desk Manager in Nashville. Lead a high-performing team using ServiceNow and ITIL best practices.
Consulting
Mid-Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
Governance, Risk, and Compliance
IT Service Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
March 19, 2025
The Service Desk Manager is a critical leadership role responsible for strategic oversight of a high-performing, fast-paced service desk team that supports both U.S. and international offices of a large law firm.
Requirements
- 5+ years of experience in IT support or service desk roles, with at least 3 years in a managerial or supervisory capacity.
- Strong knowledge of ITIL best practices; ITIL certification is preferred.
- Experience with IT Service Management (ITSM) tools such as ServiceNow, Zendesk, or similar
- ITIL Foundation Certification or higher.
- Experience managing an IT service desk in a medium to large enterprise.
- Strong customer service orientation with a focus on continuous improvement.
- Experience in performance monitoring and reporting tools.
- Previous experience in the legal industry is a plus.
Requirements Summary
5+ years of IT experience, 3+ years in managerial capacity, ITIL knowledge, and experience with ITSM tools
