IT Helpdesk Manager
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Job Description
IT Helpdesk Manager overseeing IT support operations and mentoring technicians in a growing remote law firm. Leading helpdesk functions and ensuring high-quality support delivery.
Responsibilities:
- Lead, mentor, and grow a team of IT support technicians, with the goal of providing timely, high-quality request resolution.
- Own day-to-day helpdesk operations including ticket intake, triage, prioritization, and resolution via an ITSM platform.
- Define, track and report KPIs and SLA performance to IT leadership; drive continuous improvement based on data.
- Conduct regular 1:1s, performance check-ins, and coaching sessions with direct reports.
- Serve as the escalation point for complex, sensitive, or executive-level issues.
- Administer enterprise-wide collaboration platforms (Microsoft 365 and/or Google Workspace), including user provisioning, licensing, security, and troubleshooting.
- Manage endpoints via MDM/UEM across Windows and Mac environments, with hands-on experience in Microsoft Intune / Endpoint Manager or equivalent.
- Triage and resolve endpoint compliance alerts and policy violations via MDM software.
- Support full user lifecycle management (onboarding, changes and offboarding) through HRIS and directory/IAM integrations.
- Provide tier 2/3 support for Slack, Salesforce, and other firm-wide SaaS platforms.
- Maintain IT documentation, SOPs, and self-service knowledge resources for staff.
- Manage IT vendor relationships, procurement workflows, and invoice review in coordination with Finance.
- Oversee hardware and software asset lifecycle from procurement through deployment, refresh, and decommission.
- Maintain disaster recovery and backup readiness; coordinate patching and endpoint hygiene across the fleet.
- Enforce IT security policies, including MFA/2FA, access control, and acceptable use.
- Monitor and resolve endpoint compliance and configuration issues via MDM software.
- Support security awareness initiatives, phishing simulations, and policy rollouts.
- Coordinate with internal operations teams on access reviews, offboarding checklists, and compliance activities.
- Contribute to incident response and escalation as needed.
- Identify recurring issues and drive root cause resolution to reduce ticket volume.
- Build and maintain a user-facing helpdesk documentation knowledge base.
- Collaborate with the IT Director on tooling decisions, infrastructure projects, and strategic operational improvements.
Requirements:
- 5+ years of IT support or IT operations experience, with at least 2+ years in a lead, manager, or senior supervisory capacity.
- Deep proficiency in Microsoft 365 and / or Google Workspace administration (Email, Collaboration, Cloud File Storage) or equivalent enterprise collaboration platform.
- Hands-on experience with Azure AD / Entra ID for identity and access management.
- Demonstrated MDM/UEM experience, including endpoint compliance monitoring and policy enforcement (Microsoft Intune preferred).
- Proven SLA ownership and KPI reporting across a helpdesk or service desk function
- Experience managing hardware and software asset lifecycle from procurement through decommission.
- Vendor management experience including procurement, invoice review, and cost tracking.
- Solid grounding in IT security fundamentals: MFA, least-privilege access, endpoint hygiene, phishing defense.
- Strong written and verbal communication skills; comfortable supporting and presenting to executive stakeholders.
- Proven ability to operate independently in a remote or distributed environment with minimal supervision.
Benefits:
- Medical, dental, and vision insurance
- 401(k) with company match
- HSA
- Life insurance
- Disability coverage
- Paid time off
- Parental leave
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