Help Desk & Training Manager - Lead Tech Enablement

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 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,