Help Desk Lead
LawToolBox
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Benefits offered by this job
Job summary
LawToolBox in Denver seeks a Senior Help Desk Manager to own the support operation end-to-end for a demanding client base of attorneys, IT admins, and Microsoft Partners. You will drive processes, SLAs, and knowledge-base quality while resolving Tier 2/3 issues across SharePoint, Teams, Exchange, and Entra ID.
You bring 5+ years in technical support, deep Microsoft 365 expertise, and a proven ability to lead a support function independently.
Qualifications
- 5+ years in a technical support or help desk role, with at least 2 years supporting a SaaS product in a senior or lead capacity.
- Deep, hands-on expertise with Microsoft 365 — SharePoint, Teams, Exchange, Entra ID (Azure AD), OneDrive, and the M365 Admin Center.
- Experience supporting IT administrators and Microsoft Partners, not just end users — you can go deep technically and hold your own in a collaborative troubleshooting session.
- Proven ability to own a support function independently: building and refining workflows, maintaining documentation, and driving quality without being managed to it.
- Strong written and verbal communication — you write clear, professional support documentation and can explain a complex issue to a frustrated attorney in plain English.
- Experience with ticketing platforms such as Freshdesk, Zendesk, or similar — and a disciplined approach to queue management and SLA adherence.
- Comfortable working with a legal professional client base — you understand the stakes of their environment and bring the appropriate sense of urgency.
- Process-oriented and self-directed — you see what needs to be built, build it, and hold yourself accountable to the outcome.
- Experience supporting legal technology platforms or working within a legal services organization.
- Microsoft certifications (MS-900, MS-700, MS-203, or equivalent).
- Familiarity with Microsoft Power Platform — Power Automate, Power Apps.
- Experience collaborating with or supporting Microsoft CSPs or managed service providers.
- Background in knowledge management, technical writing, or customer education.
- Exposure to CRM platforms such as HubSpot or Salesforce.
Responsibilities
- Own the help desk function end to end, designing workflows, escalation paths, and SLA targets.
- Provide Senior-Level Technical Support across the full LawToolBox and Microsoft 365 stack: SharePoint, Teams, Exchange, Entra ID, OneDrive, and integrations.
- Serve as internal and external authority on Microsoft 365, diagnosing tenant configurations and permission issues across diverse client environments.
- Manage client relationships with a focus on legal and IT audiences, communicating clearly and professionally.
- Diagnose and resolve client-side issues, document patterns, and develop repeatable resolution guides.
- Own knowledge base content and ensure accuracy, usefulness, and easy searchability.
- Track metrics for volume, resolution time, escalations, and CSAT; report to Customer Success and leadership.
- Support onboarding and implementation with customers to ensure proper configuration in the Microsoft environment.
Skills
Education
Tools
Job description
LawToolBox is on a mission to transform the way legal professionals practice law.
We are a LegalTech SaaS company pioneering AI for legal, creating a secure, connected command center for law firms, corporate legal departments, and government agencies. We bring AI to where attorneys work, helping them think through strategic next steps so their clients get better outcomes.
Our platform gives attorneys something they’ve never had before: matter-specific AI that understands their work. It surfaces insights from Outlook threads, co-authored Word documents, and Teams and Zoom transcripts so lawyers can get up to speed fast, work smarter, and focus on the work with the biggest impact.
Highlights
- First legal app to be certified for Microsoft Copilot in 2023
- Deployed globally in Microsoft Innovation Hubs as M365 Copilot for Legal
- 1st Place, SharePoint Integration – Best SharePoint Solution
- 2nd Place, App for Teams – Best Office Integration
We’re hybrid workers, spending 2 days a week at a vibrant co-working space 20 minutes south of downtown Denver just steps from the Arapahoe light-rail station.
As our Help Desk Manager, you own the entire support operation — end to end, start to finish. This is a senior individual contributor role, meaning you don’t manage a team, but you absolutely manage the function: the processes, the standards, the tooling, the knowledge infrastructure, and the customer experience at every touchpoint.
You’ll work directly with a demanding and sophisticated client base — attorneys, paralegals, legal operations professionals, IT administrators, and Microsoft Partners supporting law firms across the country. These are not casual users. They operate in high-stakes environments where deadlines are hard, downtime is costly, and they expect expert-level support delivered with professionalism and speed. You’ll need to earn their trust quickly and keep it.
You bring deep Microsoft 365 expertise, a process-builder’s mindset, and the communication skills to meet every type of user where they are — whether that’s a managing partner who just wants it fixed, or an IT admin who wants to understand exactly why it broke.
You are the help desk. You design and continuously improve how support operates — ticket workflows, escalation paths, response standards, SLA targets, and quality benchmarks. You don’t wait to be told what’s broken; you identify it, fix it, and build systems to prevent it from recurring.
Serve as the internal and external authority on Microsoft 365 as it relates to LawToolBox. That means diagnosing tenant configuration issues, permissions problems, sync failures, Exchange routing, Teams channel behavior, and SharePoint permission inheritance — and doing it across a wide range of client environments managed by different IT teams and Microsoft Partners. You communicate technical findings clearly to both IT-fluent and non-technical stakeholders.
Support a sophisticated mix of clients: attorneys and legal professionals who need fast, clear answers without jargon; IT staff and Microsoft Partners who need technical depth and collaborative troubleshooting. You adapt your communication style fluidly, represent LawToolBox with professionalism, and treat every interaction as an opportunity to strengthen the relationship.
Diagnose and resolve client-side issues — browser cache conflicts, cookie and session problems, extension interference, and compatibility issues across Chrome, Edge, and Safari. You document patterns, build repeatable resolution guides, and work proactively to reduce the volume of these contacts over time.
Own the help center as a strategic asset. You write and maintain support documentation that serves multiple audiences — end users, IT admins, and Microsoft Partners — and you keep it accurate, searchable, and genuinely useful. You identify gaps from ticket trends and close them before they become repeat contacts. Your knowledge base is a reflection of the standard you hold yourself to.
Maintain a clean, well-prioritized queue and track the metrics that matter: volume by category, resolution time, escalation rate, recurring issues, and customer satisfaction. You report regularly to Customer Success and leadership, surface emerging product issues to Engineering and Product, and use data to continuously raise the bar on support quality.
Partner with Customer Success during client onboarding to ensure new law firms and legal teams are properly configured in the Microsoft environment — correct permissions, integrations, and a seamless first experience with LawToolBox. A well-executed setup means fewer support contacts, a better client relationship, and a stronger foundation for retention.
- 5+ years in a technical support or help desk role, with at least 2 years supporting a SaaS product in a senior or lead capacity
- Deep, hands-on expertise with Microsoft 365 — SharePoint, Teams, Exchange, Entra ID (Azure AD), OneDrive, and the M365 Admin Center
- Experience supporting IT administrators and Microsoft Partners, not just end users — you can go deep technically and hold your own in a collaborative troubleshooting session
- Proven ability to own a support function independently: building and refining workflows, maintaining documentation, and driving quality without being managed to it
- Strong written and verbal communication — you write clear, professional support documentation and can explain a complex issue to a frustrated attorney in plain English
- Experience with ticketing platforms such as Freshdesk, Zendesk, or similar — and a disciplined approach to queue management and SLA adherence
- Comfortable working with a legal professional client base — you understand the stakes of their environment and bring the appropriate sense of urgency
- Process-oriented and self-directed — you see what needs to be built, build it, and hold yourself accountable to the outcome
- Experience supporting legal technology platforms or working within a legal services organization
- Microsoft certifications (MS-900, MS-700, MS-203, or equivalent)
- Familiarity with Microsoft Power Platform — Power Automate, Power Apps
- Experience collaborating with or supporting Microsoft CSPs or managed service providers
- Background in knowledge management, technical writing, or customer education
- Exposure to CRM platforms such as HubSpot or Salesforce
We invest in people and help them build on their strengths, provide leadership opportunities partnering with leading SaaS companies and technology giants like Microsoft. We provide a career path to develop core skills needed to be an effective leader. Our entrepreneur’s mindset provides a place where everyone can own their career path.
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Parental leave
- Tuition reimbursement
- Vision insurance
Tel: 303-759-3572
Toll Free: 1-888-958-6657
Fax: 1-877-471-6892
6400 S Fiddlers Green Cir,
suite 300 Englewood, CO
80111
Account Receivables
LawToolBox –
DEPT#
42622
PO BOX 650823
Dallas, TX 75265-0823
© 2026 LawToolBox.com, Inc
Tel: 303-759-3572
Toll Free: 1-888-958-6657
Fax: 1-877-471-6892
6400 S Fiddlers Green Cir,
suite 300 Englewood, CO
80111
Account Receivables
LawToolBox –
DEPT#
42622
PO BOX 650823
Dallas, TX 75265-0823
© 2026 LawToolBox.com, Inc
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