Help Desk & Training Manager

Gunster; West Palm Beach (FL); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Firm-paid life and disabilityinsurance

Wellness program and EAP

Paid time off, holidays, parentalleave

Tuition reimbursement

401(k) plan with employer matching

Job summary

Gunster in West Palm Beach is seeking a full-time Help Desk & Training Manager to oversee the firm’s technology help desk and training initiatives. You will ensure timely, high-quality technical support for attorneys and staff and lead the delivery of comprehensive technology training.

The role involves managing the help desk team, developing training programs across platforms like Microsoft 365 and legal tech, onboarding new hires, and coordinating on-site and remote support for courtrooms,

Qualifications

• Bachelor's degree in IT, business, education, or related field.
• 5+ years IT support and/or training experience, with 3+ years in supervision.
• Experience in a law firm or professional services preferred.
• Proficiency with legal tech platforms such as iManage, NetDocuments, practice management software, and Microsoft 365.
• Familiarity with help desk ticketing systems: ServiceNow, Freshdesk, Zendesk.
• Experience with LMS and e-learning development tools.
• ITIL certification or equivalent training is a plus.

Responsibilities

• Lead the help desk team and oversee ticketing workflows.
• Coordinate with IT teams on 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.
• Provide white-glove technical support for attorneys, partners, and leadership.
• Coordinate technology support for depositions, hearings, meetings, and firm events across offices.
• Ensure remote and traveling attorneys have reliable access to firm systems and VPN.
• Develop and oversee firm-wide technology training programs and onboarding for new hires.
• Create training materials for software rollouts and e-learning content.
• Coordinate training schedules across all offices to maximize attendance.

Skills

Leadership

Communication

Project Management

Training Delivery

Education

Bachelor's degree

Tools

ServiceNow

Freshdesk

Zendesk

iManage/NetDocuments

Microsoft 365

Job description

Gunster seeks a full-time Help Desk & Training Manager in its West Palm Beach office. 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.

Why Gunster?

At Gunster, Florida's Law Firm for Leaders, excellence in service starts with an investment in our people. Since 1925, we've built a culture rooted in collaboration, servant leadership, and a genuine commitment to our clients and the communities we call home. With more than 340 attorneys and 350 dedicated professional staff across 13 offices statewide, we offer the sophistication of a large firm with a team-first environment where every person matters. Our commitment to our people has earned us consistent recognition by Florida Trend as one of the "Best Companies to Work For in Florida," and we're proud that our professionals don't just build careers here—they thrive. Learn more at www.gunster.com.

At Gunster, we are committed to supporting the health, well-being, financial security, and professional growth of our employees and their families through a comprehensive benefits package, including:

• Medical, dental, and vision insurance
• Firm-paid life and disability insurance
• A strong wellness program and Employee Assistance Program (EAP)
• Generous paid time off, 10 paid holidays, paid parental leave, and paid community service opportunities
• Tuition reimbursement to support professional development and career growth
• 401(k) plan with employer matching and profit-sharing contributions