IT Help Desk Manager

Saxton & Stump, LLC.; Lancaster (Lancaster County); On-site; USD 70,000 - 100,000; Full time

Job summary

Saxton & Stump is seeking an IT Help Desk Manager to lead their IT support team. This role combines hands-on technical oversight with strategic management to ensure exceptional end-user experience. Candidates should possess strong leadership skills and extensive IT support experience, making this an ideal opportunity for proactive problem solvers.

Benefits

Medical, dental, and vision insurance

401(k) retirement plan with employer contribution

Paid time off and firm holidays

Opportunities for professional development

Flexible work environment

Qualifications

• 5+ years of IT support experience with supervisory role.
• Strong knowledge in Microsoft Windows, Office 365, Active Directory.
• Preferred certifications: CompTIA A+, Network+, Microsoft certifications.

Responsibilities

• Lead and manage the IT help desk team.
• Oversee the IT ticketing system for timely support resolution.
• Mentor staff for continuous improvement and technical skills.

Skills

Problem-solving

Communication

Organizational skills

Education

Bachelor’s degree in Information Technology

Tools

IT ticketing systems

Job description

Description

Join one of the most innovative, forward-thinking law firms in the country. As a member of the Saxton & Stump team, you’ll become part of a culture of excellence and collaboration, with a strong emphasis on investing in our team and our community. We understand that the evolving legal environment demands a new approach to business — and we’ve embedded this mindset into the way we hire, structure our team, and deliver outstanding service.

We are currently seeking a dynamic IT Help Desk Manager to lead our technical support operations across the firm. This role combines hands-on technical leadership with strategic oversight, ensuring the smooth, efficient delivery of support to all employees. The ideal candidate is a proactive problem solver, an effective people manager, and a strong communicator committed to providing an exceptional end-user experience.

Key Responsibilities

· Lead, mentor, and manage the IT help desk team, including hiring, onboarding, training, and performance management.

· Oversee the firm’s IT ticketing system (e.g., NinjaOne), ensuring timely, thorough, and complete resolution of support requests and adherence to SLAs.

· Provide hands-on technical support and act as the escalation point for complex or high-priority issues.

· Mentor and develop help desk staff to ensure continuous improvement in technical skills, customer service, and career growth.

· Monitor help desk metrics and trends; generate reports and implement process improvements based on findings.

· Maintain accurate documentation, user guides, and internal knowledge base content.

· Ensure high-quality service delivery with a strong customer focus and professional demeanor.

· Collaborate with the Director of Information Technology on project planning, technology rollouts, and firm-wide initiatives.

· Manage relationships with external IT support vendors, consultants, and service providers.

Requirements

Qualifications

· Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).

· 5+ years of progressive IT support experience, with at least 2 years in a supervisory or team leadership role.

· Strong technical knowledge in:
- Microsoft Windows 10/11, Office 365, Active Directory, Exchange, Azure AD
- Basic networking concepts and troubleshooting (DNS, DHCP, VPN, etc.)
- Device management and security best practices

· Experience with IT ticketing systems (e.g., Freshservice, Zendesk, or ServiceNow).

· Exceptional problem-solving, communication, and organizational skills.

· Demonstrated ability to lead teams and prioritize in a fast-paced, dynamic environment.

· High level of professionalism, discretion, and attention to detail.

· Preferred: Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.

Compensation & benefits

Saxton & Stump offers a competitive, negotiable salary based on experience, as well as a comprehensive benefits package that includes:

· Medical, dental, and vision insurance

· 401(k) retirement plan with employer contribution

· Paid time off and firm holidays

· Opportunities for professional development and advancement

· Flexible work environment and supportive team culture

About Saxton and Stump

Saxton & Stump is redefining the legal and consulting experience. By combining deep industry knowledge, a client-first mentality, and a commitment to innovation, we are transforming how professional services are delivered. Join our team and become part of the future of legal and consulting services.