Help Desk & Applications Lead - Drive IT Excellence

Pierce Atwood LLP; Portland (ME); On-site; USD 90,000 - 115,000; Full time

Job summary

Pierce Atwood LLP in Portland, ME seeks a Help Desk Manager and Applications Lead to oversee all Help Desk operations and the firm's Application Ownership program.

You will lead a service-oriented team, partner with the network group, and drive improvements, automation, and timely software updates to support users and cases.

Minimum 3 years in Help Desk and applications management; a Bachelor's in IT; strong experience with Microsoft 365, Windows Server, Active Directory, Exchange, and SQL.

Qualifications

• 3+ years in Help Desk and applications management.
• Solid experience with document management solutions and Microsoft 365.
• Experience in mid to large corporate/legal IT environments.

Responsibilities

• Manages and continuously improves Help Desk service delivery operations.
• Leads Help Desk personnel and sets goals and development plans.
• Develops and maintains Application Ownership program and oversees automation initiatives.
• Coordinates application support with vendors and ensures timely software updates.
• Documents procedures and establishes service delivery metrics and reporting.

Skills

Customer service

Process improvement

People management

Project leadership

Communication

Documentation

Time management

Remote troubleshooting

Education

Bachelor's degree in information technology or related field

Tools

Microsoft 365

Windows Server

Active Directory

MS Exchange

SQL

PowerShell

Job description

Pierce Atwood LLP in Portland, ME seeks a Help Desk Manager and Applications Lead to oversee all Help Desk operations and the firm's Application Ownership program.

You will lead a service-oriented team, partner with the network group, and drive improvements, automation, and timely software updates to support users and cases.

Minimum 3 years in Help Desk and applications management; a Bachelor's in IT; strong experience with Microsoft 365, Windows Server, Active Directory, Exchange, and SQL.