IT Help Desk Manager

Saxton & Stump; Lancaster (Lancaster County); On-site; USD 50,000 - 80,000; Full time

Job summary

Join a leading law firm as an IT Help Desk Manager, responsible for overseeing technical support operations. The ideal candidate will lead a team, manage IT ticketing systems, and ensure excellent service. A competitive salary and comprehensive benefits are offered in a culture that emphasizes professional growth and a supportive work environment.

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 progressive IT support experience.
• 2+ years in a supervisory or team leadership role.
• Exceptional problem-solving and communication skills.

Responsibilities

• Lead, mentor, and manage the IT help desk team.
• Oversee the IT ticketing system and ensure timely resolution.
• Provide hands-on technical support for complex issues.

Skills

Microsoft Windows 10/11

Office 365

Active Directory

Basic networking concepts

Problem-solving

Communication

Organizational skills

Education

Bachelor's degree in Information Technology

Tools

IT ticketing systems

Job description

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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.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Legal Services

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