Phaxis

Compensation

Full Description

Salary is 145k to 185k + bonus We are looking for a hands-on Service Desk Manager to lead and manage our IT support team in a law firm environment. The ideal candidate will have experience managing service desk operations, providing direct technical support, and improving IT service delivery. Prior law firm experience is required. Key Responsibilities: • Lead, mentor, and manage the service desk team to ensure high-quality IT support. • Provide hands-on support for escalated issues, including hardware, software, network, and application problems. • Oversee ticket management, prioritization, and SLA compliance. • Develop, implement, and maintain IT support processes, procedures, and documentation. • Monitor team performance, provide coaching, conduct performance reviews, and ensure professional development. • Collaborate with other IT teams to resolve complex technical issues and implement system improvements. • Ensure end-user satisfaction and act as the point of escalation for critical incidents. • Assist in IT projects and system upgrades, providing both leadership and technical support as needed. • Ensure IT support processes comply with security, compliance, and operational standards specific to law firms. Required Qualifications: • Proven experience managing a service desk or IT support team. • Hands-on technical expertise in desktop support, network troubleshooting, and common IT applications. • Law firm IT support experience is required. • Strong leadership, coaching, and team management skills. • Excellent problem-solving, communication, and interpersonal skills. • Familiarity with ITIL, ticketing systems, and service management best practices. Preferred Qualifications: • Experience with Microsoft 365, Windows environments, and enterprise applications used in law firms. • Knowledge of cybersecurity, data protection, and compliance requirements in legal environments. • IT certifications such as ITIL, CompTIA, or Microsoft certifications.