Help Desk & Training Manager

Socket.dev; West Palm Beach (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Socket.dev is seeking a Help Desk & Training Manager to lead the firm’s technology help desk and training functions. The role ensures attorneys and staff receive timely, high-quality support while expanding technology proficiency across the firm.

The position oversees the help desk, training programs, onboarding, and development of training materials. It requires a strong leadership presence, collaboration with IT teams, and experience with legal tech and LMS tools.

Qualifications

• Bachelor’s degree in IT, business, education, or related field.
• 5+ years in IT support/training; 3+ years in supervisory role.
• Experience in a law firm or professional services preferred.
• Proficient with legal tech platforms and MS 365.
• Familiar with ticketing systems and LMS tools.
• ITIL certification a plus.

Responsibilities

• Lead the help desk team to resolve technical issues promptly for attorneys and staff.
• Oversee ticketing system workflows, escalation procedures, and incident management.
• Coordinate with other IT teams on upgrades, rollouts, and deployments.
• Develop and maintain a knowledge base of common issues and solutions.
• Create on-call and after-hours coverage schedules for support continuity.
• Provide white-glove technical support for attorneys, partners, and leadership.
• Coordinate tech support for deposits, hearings, meetings, and firm events.
• Ensure remote and traveling attorneys have reliable access to systems and VPN.

Skills

Leadership

Communication

Interpersonal skills

Project management

Education

Bachelor’s degree in Information Technology or related field

Tools

iManage

NetDocuments

Microsoft 365

ServiceNow

Freshdesk

Zendesk

LMS

Job description

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.