Help Desk & Training Manager

The Help Desk & Training Manager will oversee the firm's technology help desk operations and technology training functions. This individual will be responsible for ensuring attorneys and staff receive timely, high-quality technical support while also developing and delivering training initiatives that enhance technology proficiency across the firm.

Key Responsibilities:

Help Desk Management

• Manage and lead the help desk team, ensuring prompt and effective resolution of technical issues for attorneys and staff.
• Oversee ticketing system operations, workflows, and escalation procedures.
• Coordinate with other IT teams on system upgrades, rollouts, and incident management.
• Develop and maintain a knowledge base of common issues and solutions.
• Develop on-call and after-hours coverage schedules to ensure support availability outside standard business hours..
• Oversee deployment, configuration, and troubleshooting of desktops, laptops, mobile devices, printers, and peripherals firm-wide.
• Provide white-glove technical support for attorneys, partners, and firm leadership, including courtroom, conference room, and remote/hybrid work technology needs.
• Coordinate technology support for depositions, hearings, closings, client meetings, and firm events as needed.
• Ensure remote and traveling attorneys have reliable access to firm systems, VPN, and mobile technology.

Training & Development

• Manage and lead the technology training team.
• Develop and oversee firm-wide training programs on legal technology platforms, software applications, and firm-specific systems.
• Oversee onboarding technology training for new hires, including attorneys, paralegals, and administrative staff, ensuring consistent, effective delivery of training.
• Assess training needs through surveys, feedback, and consultation with department leaders; measure training results and effectiveness.
• Create and maintain training materials for new software rollouts, ongoing training and role-specific training and create user guides, quick reference cards, and e-learning content.
• Coordinate training schedules and delivery formats (in-person, virtual, self-paced) across all firm offices to maximize attendance and effectiveness.

Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, Education, or a related field.
• Minimum of 5+ years of experience in IT support and/or training, with 3+ years in a supervisory or management role.
• Experience working in a law firm or professional services environment strongly preferred
• Proficiency with legal technology platforms such as document management systems (e.g., iManage, NetDocuments), practice management software, and Microsoft 365.
• Familiarity with help desk ticketing systems (e.g., ServiceNow, Freshdesk, Zendesk).
• Experience with learning management systems (LMS) and e-learning development tools.
• Strong leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and projects simultaneously.
• ITIL certification or equivalent training is a plus.