Lead IT Help Desk & End-User Services Manager

Rubenstein Law, P.A.; Florida; On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

PTO plus 8 holidays a year

Birthday holiday

Comprehensive medical/dental/vision

401(k) with company match

Bonus opportunities

Job summary

Rubenstein Law, P.A. in Miami is seeking a Manager, Help Desk & End User Services to lead day-to-day IT support and elevate the employee technology experience.

You will manage the Help Desk team, handling escalations and onboarding/offboarding, while partnering with internal teams and approved vendors. The ideal candidate brings strong leadership, extensive Windows/365 experience, Citrix/VDI expertise, and a hands-on approach to complex issues.

Qualifications

• Five or more years in IT support, desktop engineering, or end-user technology.
• Two+ years leading a Help Desk or technical support team.
• Strong hands-on experience with Windows desktops and Microsoft 365.
• Experience with Citrix or similar VDI environments.
• Ability to manage onboarding/offboarding and device lifecycles.

Responsibilities

• Lead and coach Help Desk and support personnel.
• Own daily ticket queues, escalations, and SLA performance.
• Standardize ticket docs, prioritization, and user communications.
• Monitor metrics: first response, resolution time, backlog, CSAT.
• Coordinate onboarding/offboarding with HR and department leaders.
• Provide guidance for Windows endpoints, Citrix, and 365 apps.
• Escalate major incidents and manage vendor relationships.
• Create and maintain Help Desk procedures and knowledge articles.

Skills

Windows

Microsoft 365

Citrix

End user support

Leadership

ITIL

Team management

MFA/Entra ID

Tools

Freshdesk

Freshservice

ServiceNow

Jira Service Management

Job description

Rubenstein Law, P.A. in Miami is seeking a Manager, Help Desk & End User Services to lead day-to-day IT support and elevate the employee technology experience.

You will manage the Help Desk team, handling escalations and onboarding/offboarding, while partnering with internal teams and approved vendors. The ideal candidate brings strong leadership, extensive Windows/365 experience, Citrix/VDI expertise, and a hands-on approach to complex issues.