Legal Tech Help Desk & Training Leader

Socket.dev; West Palm Beach (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Socket.dev is seeking a Help Desk & Training Manager to lead the firm’s technology help desk and training functions. The role ensures attorneys and staff receive timely, high-quality support while expanding technology proficiency across the firm.

The position oversees the help desk, training programs, onboarding, and development of training materials. It requires a strong leadership presence, collaboration with IT teams, and experience with legal tech and LMS tools.

Qualifications

• Bachelor’s degree in IT, business, education, or related field.
• 5+ years in IT support/training; 3+ years in supervisory role.
• Experience in a law firm or professional services preferred.
• Proficient with legal tech platforms and MS 365.
• Familiar with ticketing systems and LMS tools.
• ITIL certification a plus.

Responsibilities

• Lead the help desk team to resolve technical issues promptly for attorneys and staff.
• Oversee ticketing system workflows, escalation procedures, and incident management.
• Coordinate with other IT teams on upgrades, rollouts, and deployments.
• Develop and maintain a knowledge base of common issues and solutions.
• Create on-call and after-hours coverage schedules for support continuity.
• Provide white-glove technical support for attorneys, partners, and leadership.
• Coordinate tech support for deposits, hearings, meetings, and firm events.
• Ensure remote and traveling attorneys have reliable access to systems and VPN.

Skills

Leadership

Communication

Interpersonal skills

Project management

Education

Bachelor’s degree in Information Technology or related field

Tools

iManage

NetDocuments

Microsoft 365

ServiceNow

Freshdesk

Zendesk

LMS

Job description

Socket.dev is seeking a Help Desk & Training Manager to lead the firm’s technology help desk and training functions. The role ensures attorneys and staff receive timely, high-quality support while expanding technology proficiency across the firm.

The position oversees the help desk, training programs, onboarding, and development of training materials. It requires a strong leadership presence, collaboration with IT teams, and experience with legal tech and LMS tools.