Help Desk Manager

Warner Norcross + Judd; Grand Rapids (MI); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading law firm in Grand Rapids is seeking a Help Desk Manager to lead the IT support operations. This role requires exceptional leadership skills and a commitment to service excellence. Responsibilities include managing the Help Desk team, training staff, overseeing ticket management, and promoting a culture of high-quality support. Ideal candidates have a background in IT management with a focus on customer service. Benefits include comprehensive insurance plans, 401k, and remote work flexibility.

Benefits

Comprehensive medical, dental, and vision insurance

401k with employer contribution

Generous PTO and leave policies

Wellness program

Qualifications

• 3-5 years of experience managing a Help Desk or IT support function.
• Proven success in leading cohesive, high-performing technical teams.
• Experience designing and delivering end-user training programs.

Responsibilities

• Lead and manage the Help Desk team for technical support.
• Oversee the ticketing system for issue prioritization and resolution.
• Train, mentor, and evaluate Help Desk staff.

Skills

Proficiency in Microsoft Windows

Strong understanding of ticketing systems

Effective communication of technical concepts

Skill in instructional delivery

Excellent documentation skills

Attention to detail

Strong leadership skills

Interpersonal skills and customer service

Education

Bachelor's degree in information technology

Tools

Ticketing systems

Job description

Overview

Warner Norcross + Judd is seeking a Help Desk Manager to join our Information Technology team in Grand Rapids. The Help Desk Manager oversees the Firm's technical support operations, ensuring exceptional service to attorneys and staff. The role is responsible for managing the Help Desk team, maintaining efficient IT processes, and fostering a customer service-driven culture. The ideal candidate will have strong leadership skills, technical expertise, and a commitment to providing professional, high-quality support within a fast-paced law firm environment.

About the Opportunity

• Lead and manage the Help Desk team to provide timely, professional and effective technical support to attorneys and staff.
• Promote a culture of outstanding customer service, collaboration, and accountability within the IT department.
• Oversee the Firm\'s ticketing system to ensure accurate documentation, prioritization, and resolution of technical issues.
• Manage the setup, configuration, and deployment of computers, peripherals, and software in accordance with Firm standards.
• Develop, maintain, and communicate comprehensive documentation of IT procedures, troubleshooting steps, and best practices.
• Train, mentor, and evaluate Help Desk staff to ensure consistent performance, professional growth, and team cohesion.
• Collaborate with other IT teams and departments to identify, communicate, and implement service improvement.
• Monitor Help Desk metrics, analyze performance trends, and identify opportunities for efficiency and process enhancement.
• Develop and deliver IT training programs for firm members, including attorneys and staff, on new technologies, systems, and best practices.
• Collaborate with Talent Development to integrate technology training into new hire onboarding and ongoing professional development initiatives.
• Create user guides, documentation, and training resources to support firm-wide technology adoption and promote self-service where appropriate.
• Ensure adherence to the Firm\'s security, compliance, and confidentiality standards in all IT operations.
• Stay informed of emerging technologies and best practices in IT support to recommend and implement improvements.
• Assist with other IT projects and initiatives as assigned.

This role delivers exceptional service through customer-focused solutions and demonstrates excellence by anticipating and responding proactively to the needs of firm members.

• Proficiency in Microsoft Windows, Office 365, and standard business software applications.
• Strong understanding of and experience with ticketing and IT service management systems.
• Ability to communicate complex technical concepts clearly and effectively to non-technical audiences.
• Demonstrated skill in instructional delivery and user education in professional settings.
• Excellent communication, documentation, and organizational skills.
• Demonstrated ability to manage multiple priorities in a fast-paced, professional environment.
• Exceptional attention to detail and problem-solving abilities.
• Strong leadership and interpersonal skills with a focus on customer service and team collaboration.
• Ability to maintain confidentiality and uphold Firm policies and standards of professionalism.
• The physical demands of this position are representative of those that must be met by an employee in order to successfully perform the essential functions of the position. These include being both mobile and stationary throughout the workday, having the ability to transport 25 pounds and being able to operate a computer and other business equipment found in the office.

About You

Experience, Education and Training:

• Bachelor\'s degree in information technology, computer science, or a related field strongly preferred.
• 3-5 years of experience managing a Help Desk or IT support function, preferably in a law firm or professional services environment.
• Proven success in leading and developing cohesive, high-performing technical teams.
• Strong technical expertise with ticketing systems, computer management, and hardware/software deployment.
• Experience training and mentoring direct reports and collaborating across departments.
• Experience designing and delivering end-user training programs for diverse audiences, including legal professionals and administrative staff preferred.

About Warner

Warner Norcross + Judd LLP is a full-service corporate law firm with 230+ attorneys practicing in nine offices throughout Michigan. To learn more, visit www.wnj.com, follow us on X @WNJLLP or connect on LinkedIn or Facebook.

Benefits

• Comprehensive medical, dental, and vision insurance plans
• Firm-provided life insurance and disability coverage
• 401k with employer contribution or match depending on plan design
• Generous PTO and leave policies
• Firm holidays
• Remote work flexibility
• Wellness program
• Employee assistance program

Culture and Inclusion

Warner’s cultural motto is “Fun, Pride + Profit...in that Order”. We build A Better Partnership through teamwork, fair compensation, and a supportive environment. Warner is committed to diversity, equity, and inclusion in our workplaces and fosters an inclusive culture across levels of the firm.

EEO Statement

Warner Norcross + Judd LLP is committed to diversity, equity, and inclusion in our workplaces. We foster inclusion and equity by moving beyond barriers and rejecting stereotypes based on gender, race, color, religion, national origin, age, disability, sexual orientation, gender identity, and veteran status. The result is a high performing team of professionals providing excellent service to our clients.

Closing Statement

We seek dedicated professionals with diverse backgrounds who strive to support the firm and its goals. Our collegial culture attracts people with diverse skills and backgrounds who are dedicated to teamwork and client service.