IT Support & Operations Lead (Help Desk & Projects)

Hinkle Law Firm; Wichita (KS); On-site; USD 60,000 - 80,000; Full time

Job summary

Hinkle Law Firm in Wichita, KS seeks an IT Support & Operations Coordinator to lead the day-to-day operation of the firm’s help desk and coordinate IT projects. You will own the ticket queue, manage escalations, and ensure accurate documentation and reporting.

The role requires strong Windows admin skills, extensive Microsoft 365 experience, and the ability to work independently with professional discretion. You'll support after-hours coverage and vendor coordination as needed.

Qualifications

• Minimum of five years of help desk or IT support experience.
• Proficiency in Windows workstation administration.
• Extensive experience with Microsoft 365 and Office applications.
• Experience with ticketing systems, remote support tools, VPNs, and remote access.
• Strong organizational, documentation, and communication skills; able to work independently.

Responsibilities

• Lead and improve day-to-day help desk operations, coordinating the work of the help desk technicians.
• Oversee the ticket queue, including intake, prioritization, assignment, and follow-through to resolution.
• Manage escalations, serving as the senior point of contact for issues beyond first-level support.
• Manage help desk scheduling and coverage, including planned absences and gaps in the service window.
• Strengthen ticket documentation standards and ensure adherence across the team.
• Produce routine help desk reporting on volume, response and resolution times, and service trends.
• Identify recurring issues and pursue automation and process improvements that reduce repeat tickets.
• Coordinate IT projects from start to finish, including deployments and software updates.

Skills

Lead coordination

Help desk / IT support

Windows administration

Microsoft 365

Communication skills

Tools

Ticketing systems

Remote support tools

VPNs

Networking basics

Documentation tools

Job description

Hinkle Law Firm in Wichita, KS seeks an IT Support & Operations Coordinator to lead the day-to-day operation of the firm’s help desk and coordinate IT projects. You will own the ticket queue, manage escalations, and ensure accurate documentation and reporting.

The role requires strong Windows admin skills, extensive Microsoft 365 experience, and the ability to work independently with professional discretion. You'll support after-hours coverage and vendor coordination as needed.