Help Desk Manager- 3563791

Job Title: Help Desk Manager

Location: Seattle, WA 98101

Salary/Payrate: $110K-$120K (some flex), bonus and AWESOME
benefits!!!

Work Environment: Onsite

Term: Permanent

Bachelor’s degree required: Preferred

Referral Fee: AMS will pay $500 should the person you refer gets
hired

Job Description:

Please send your resume in Word format if you are interested in a
Help Desk Supervisor opening located in Seattle, WA 98101. Salary
in the $110K-$120K range, bonus, and AMAZING benefits. If you are
not interested in this position, please pass onto
colleagues/associates as we do offer referral fees should they be
hired.

RESPONSIBILITIES:

* Supervise, mentor, and develop a team of Help Desk technicians
and analysts, providing guidance and support as needed
* Set clear performance goals and expectations
* Lead the recruitment and onboarding of staff, provide ongoing
performance management, and assist with performance evaluations
* Oversee and prioritize the Firm’s ticketing system, ensuring
all issues are addressed in a timely manner
* Monitor response and resolution times to ensure compliance with
Service Level Agreements (SLAs)
* Provide hands-on support when necessary and troubleshoot Firm
hardware and software issues
* Evaluate and improve Help Desk processes and workflows to
enhance efficiency and customer service; identify recurring
issues and develop long-term solutions
* Work with external vendors and consultants for specialized IT
services; ensure efficient coordination with outside parties to
resolve complex technical issues
* Work with the Support Trainer to develop training programs for
end-users on new software, systems, and tools; maintain detailed
records and documentation for system configurations, processes,
and troubleshooting guides
* Oversee routine maintenance and upgrades of end-user’s computer
systems and software applications
* Ensure the IT Help Desk team conducts regular system checks
* Serve as a liaison between the IT department and the Firm’s
legal teams to meet their technology needs
* Facilitate clear communication and problem-solving between
departments.
* Ensure the firm’s IT policies align with legal industry
standards, including data security and compliance
* Project Management: Assist with IT-related projects, such as
system upgrades, migrations, or deployments
* Provide input for budget planning and resource allocation

QUALIFICATIONS:

* Bachelor’s degree or appropriate combination of education and
experience
* 5+ years of Help Desk, IT Tech Support, or Desktop Engineering
experience is required; prior experience in a law firm
environment is a plus
* Experience as a lead Help Desk technician or Supervisor
* Strong leadership, interpersonal, and customer service skills
and personal initiative
* Proven project management skills and an ability to work under
time constraints to meet deadlines
* Ability to effectively present information and respond to
questions from groups of managers, clients, and customers
* Ability to make sound decisions and demonstrate a high degree
of trustworthiness in handling confidential and sensitive
information
* Ability to define goals and follow though to achieve results
* Excellent organization and communications skills, both oral and
written
* Ability to work in a fast-paced environment while exhibiting
strong attention to detail
* Extensive knowledge of Microsoft Office (Word, Excel,
PowerPoint, and Outlook)
* Ability to write reports, business correspondence, and
procedure manuals
* Working knowledge of typical law firm software applications or
similar is desirable (iManage, InterAction, Intapp Time,
Workshare, etc.)