We are looking for a hands-on Service Desk Manager to lead and manage our IT support team in a law firm environment. The ideal candidate will have experience managing service desk operations, providing direct technical support, and improving IT service delivery. Prior law firm experience is required.

Key Responsibilities:

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  Lead, mentor, and manage the service desk team to ensure high-quality IT support.

  
  


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  Provide hands-on support for escalated issues, including hardware, software, network, and application problems.

  
  


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  Oversee ticket management, prioritization, and SLA compliance.

  
  


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  Develop, implement, and maintain IT support processes, procedures, and documentation.

  
  


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  Monitor team performance, provide coaching, conduct performance reviews, and ensure p...