IT Help Desk Manager - 3576466

The User Support Manager leads the Firm’s IT user support function, with a strong emphasis on coaching, team development, and service excellence. This role is responsible for building and managing a high-performing, people-centered support team that prioritizes customer experience, consistency, and continuous improvement. The position ensures the delivery of professional, responsive, and efficient support services across all offices and, reporting directly to the Director of IT, works in close partnership to drive process improvements, support team growth, and foster a culture of accountability, collaboration, and high-quality service delivery.

• Bachelor’s degree preferred; equivalent professional experience may be considered in lieu of a degree.
• Minimum of five years of IT support experience within a law firm or similar professional services organization.
• Minimum of two years of experience managing or leading a Help Desk or end-user support team.
• Experience supervising staff, handling performance management, and coordinating hiring activities preferred.
• Relevant IT service management or leadership certifications preferred.
• Must have strong written communication skills and excellent interpersonal skills, with the ability to interact effectively with attorneys, professional staff, Firm leadership, and IT personnel. Must be able to communicate clearly during high-impact issues and escalations.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and leadership skills.
• Ability to handle escalated situations diplomatically and professionally.
• Ability to set expectations and hold staff accountable while maintaining positive working relationships

• Serve as the primary liaison between the user community, IT teams, and Firm leadership regarding support services.
• Anticipate potential service issues and proactively address risks before they escalate into problems.
• Maintain strong relationships with attorneys, professional staff, and IT teams to ensure alignment and prevent misunderstandings.
• Demonstrate sound judgment and high emotional intelligence when managing sensitive situations and competing priorities.
• Coordinate across IT functions to resolve issues impacting users and ensure alignment on service priorities.

• Ensure support services consistently meet the expectations of attorneys and staff in a high-demand environment.
• Own the user experience during incidents and service disruptions, ensuring issues are driven to resolution with clear communication and follow-through.
• Lead the management of escalations and high-impact user issues.
• Track and report support KPIs, including ticket volume, user satisfaction, and backlog trends.
• Implement structured feedback and reporting mechanisms to measure service quality, user satisfaction, and continuous improvement opportunities.

• Oversee daily Help Desk and end-user support operations across all Firm locations.
• Ensure appropriate staffing and coverage during business hours, after hours, and critical periods.
• Define, implement, and maintain structured support processes and procedures.
• Identify opportunities to improve operational efficiency and service quality.
• Provide regular status updates to IT leadership regarding support operations.

• Lead the hiring process for Help Desk staff, including candidate screening, interviews, and selection recommendations, subject to approval from the Director of IT and Firm administrative staff.
• Provide thoughtful coaching and guidance to support staff, strengthening team capabilities, confidence, and performance.
• Foster a culture of accountability, professionalism, collaboration, and customer service.

• Ensure documentation of solutions, procedures, and support guidance.
• Maintain a structured knowledge base to promote consistency and reduce recurring issues.

• Limited inter-office travel may be required to support any of the Firm’s offices.

• Perform additional responsibilities and special projects as assigned by the Director of IT in support of the Firm’s operational and strategic objectives.

• This position requires regular, on-site attendance and is designated as a fully in-office role.
• Ability to lift and carry items up to 25 pounds, such as office supplies, files, mail bins, and packages.
• Frequent walking, standing, and bending, particularly when assisting with onboarding logistics, preparing meeting spaces, or organizing materials.
• Remaining seated for extended periods while performing computer-based and clerical tasks.
• Regular use of a computer, including extended periods of typing and viewing a monitor.
• Operation of standard office equipment, including copiers, scanners, printers, and multi-line phone systems.