IT Service Delivery Manager – End User Support

Rubenstein Law; Miami (FL); In loco; USD 85.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

PTO & holidays

Medical/dental/vision

401(k) with company match

Life insurance

Descrizione del lavoro

Rubenstein Law in Miami is seeking a Manager, Help Desk & End User Services to lead the day-to-day IT support and elevate the employee technology experience. You will manage the Help Desk team, own ticket operations, and coordinate onboarding and offboarding across the firm.

The role combines strong people leadership with hands-on technical expertise in Windows endpoints, Microsoft 365, Entra ID, Citrix/VDI, printers, mobile devices, and remote access.

Competenze

• 5+ years in IT support or desktop engineering.
• 2+ years leading a Help Desk or service desk.
• Strong Windows, M365, Entra ID, and MFA experience.

Mansioni

• Lead and develop Help Desk staff and manage ticket queues.
• Oversee SLAs, escalations, and user communications.
• Coordinate onboarding/offboarding and device provisioning.
• Collaborate with HR and department leaders on staffing.
• Provide technical leadership for Windows devices and Citrix/VDI.
• Escalate high-impact incidents per Major Incident process.
• Maintain documentation and knowledge articles.

Conoscenze

IT leadership

Windows/M365

Help Desk

Citrix/VDI

Endpoint administration

Networking basics

Strumenti

Freshdesk

Jira Service Management

Microsoft 365 Admin Center

Descrizione del lavoro

Rubenstein Law in Miami is seeking a Manager, Help Desk & End User Services to lead the day-to-day IT support and elevate the employee technology experience. You will manage the Help Desk team, own ticket operations, and coordinate onboarding and offboarding across the firm.

The role combines strong people leadership with hands-on technical expertise in Windows endpoints, Microsoft 365, Entra ID, Citrix/VDI, printers, mobile devices, and remote access.