Qualified Help Desk Manager will lead a team responsible for end user support and training at the Firm, which includes support of all end-user hardware, software, mobile devices, applications, and related technologies that are needed for employees to perform their duties. The Help Desk Manager will work in tandem with the Engineering Manager to implement new technologies, policies, and best practices to support the growing technology needs of the Firm.
Qualified Help Desk Manager must demonstrate a blend of technical skills, positive personality, customer service, leadership, dedication, and responsibility for the daily operations of the Firm. Help Desk Manager must understand the use of technology in the practice of law.
Help Desk Manager must perform the duties of the position according to the Firm’s policies and procedures and maintain the confidentiality of client and Firm matters at all times.
DUTIES AND RESPONSIBILITIES
- Ideal candidate responsibilities include:
Resolving Help Desk tickets, incidents, and outages.
- Ensure SLA compliance and customer satisfaction are being met on a daily basis.
- Multitask and prioritize requests in a complex, diverse, production environment.
- Identify trends and patterns to proactively prevent issues or outages.
- Backfill and support Help Desk Analysts as needed.
- Serve as a second tier escalation point for user support requests.
- Provide analytical troubleshooting skills to quickly resolve issues with minimal downtime.
- Review and escalate user support requests to the Engineering team.
- Manage and maintain the Help Desk ticketing system.
- Generate reports to track metrics and trends within the environment.
- Manage relationships with after-hours Help Desk support vendor and other IT-related vendors.
- Oversees recruiting, hiring, training, mentoring and conducts annual performance evaluations.
- Create and maintain knowledge base documentation for the Help Desk and technical documentationfor end-user applications and processes.
- Review and approve change controls within the change management system.
- Communicate IT maintenance, downtime, and outages to the Firm.
- Work with the Engineering team to pilot, test, and implement new technologies.
- Work with the project team to meet implementation milestones and deadlines.
- Maintain knowledge of the Firm’s policies and procedures and firm-supported technologies, while being aware of current industry trends and technologies.
- Support the IT Director with implementing and enforcing IT policies and best practices.
- Flexible and available to work after-hours as needed.
KNOWLEDGE, SKILLS AND ABILITIES
- Minimum 5 years of IT support experience in a production environment.
- Minimum 2 years of supervisory experience is preferred.
- Experience working in a law firm, legal department, or with legal applications is required.
- Experience using and managing a Help Desk ticketing system.
- Strong troubleshooting skills in a Windows based enterprise environment.
- Associate/Bachelor’s degree in a related technical field or equivalent work experience.
- ITIL Foundations Certification or knowledge preferred.
- Experience using IT incident and problem management solutions.
- Experience utilizing IT change management procedures in an enterprise environment.
- Clear and effective written and verbal communication.
- Excellent interpersonal skills and ability to handle difficult situations regarding support issues
- Ability to work in a dynamic team environment.
- Ability to work independently to meet project milestones and deadlines.
- Ability to lift and move equipment up to 30 lbs. and is required to stoop, kneel, crouch or crawl in confined areas.
- Flexibility to work beyond 37.50 hours a week when necessary.
- Other duties as assigned.
Job Type: Full-time
Salary: $85,000.00 to $95,000.00 /year
Additional Compensation:
- Bonuses
Work Location:
- One location
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
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