The OpportunityWe are seeking a hands-on IT Helpdesk Manager to lead our internal IT support function. This is a player-coach role: initially you'll manage a growing team of helpdesk technicians while remaining deeply involved in day-to-day support, ticket resolution, and process improvement. Reporting directly to the IT Director, you'll own SLAs, escalation paths, onboarding/offboarding workflows, and the overall quality of support delivered across the firm. This role is ideal for someone who thrives in a fast-paced, remote-first environment and brings both technical depth and a genuine service-oriented mindset.
What You Will OwnHelpdesk Operations- Lead, mentor, and grow a team of IT support technicians, with the goal of providing timely, high-quality request resolution.
- Own day-to-day helpdesk operations including ticket intake, triage, prioritization, and resolution via an ITSM platform.
- Define, track and report KPIs and SLA performance to IT leadership; drive continuous improvement based on data.
- Conduct regular 1:1s, performance check-ins, and coaching sessions with direct reports.
- Serve as the escalation point for complex, sensitive, or executive-level issues.
Technical Support - Administer enterprise-wide collaboration platforms (Microsoft 365 and/or Google Workspace), including user provisioning, licensing, security, and troubleshooting.
- Manage endpoints via MDM/UEM across Windows and Mac environments, with hands-on experience in Microsoft Intune / Endpoint Manager or equivalent.
- Triage and resolve endpoint compliance alerts and policy violations via MDM software.
- Support full user lifecycle management (onboarding, changes and offboarding) through HRIS and directory/IAM integrations.
- Provide tier 2/3 support for Slack, Salesforce, and other firm-wide SaaS platforms.
- Maintain IT documentation, SOPs, and self-service knowledge resources for staff.
Vendor, Asset & Infrastructure Management - Manage IT vendor relationships, procurement workflows, and invoice review in coordination with Finance.
- Oversee hardware and software asset lifecycle from procurement through deployment, refresh, and decommission.
- Maintain disaster recovery and backup readiness; coordinate patching and endpoint hygiene across the fleet.
Security & Compliance - Enforce IT security policies, including MFA/2FA, access control, and acceptable use.
- Monitor and resolve endpoint compliance and configuration issues via MDM software.
- Support security awareness initiatives, phishing simulations, and policy rollouts.
- Coordinate with internal operations teams on access reviews, offboarding checklists, and compliance activities.
- Contribute to incident response and escalation as needed.
Process Improvement & Reporting - Identify recurring issues and drive root cause resolution to reduce ticket volume.
- Build and maintain a user-facing helpdesk documentation knowledge base.
- Collaborate with the IT Director on tooling decisions, infrastructure projects, and strategic operational improvements.
What You BringRequired:- 5+ years of IT support or IT operations experience, with at least 2+ years in a lead, manager, or senior supervisory capacity.
- Deep proficiency in Microsoft 365 and / or Google Workspace administration (Email, Collaboration, Cloud File Storage) or equivalent enterprise collaboration platform.
- Hands-on experience with Azure AD / Entra ID for identity and access management.
- Demonstrated MDM/UEM experience, including endpoint compliance monitoring and policy enforcement (Microsoft Intune preferred).
- Proven SLA ownership and KPI reporting across a helpdesk or service desk function
- Experience managing hardware and software asset lifecycle from procurement through decommission.
- Vendor management experience including procurement, invoice review, and cost tracking.
- Solid grounding in IT security fundamentals: MFA, least-privilege access, endpoint hygiene, phishing defense.
- Strong written and verbal communication skills; comfortable supporting and presenting to executive stakeholders.
- Proven ability to operate independently in a remote or distributed environment with minimal supervision.
Preferred (Nice to Have):- Prior experience supporting a law firm or legal operations team.
- Experience with Jira Service Management or a comparable ITSM platform.
- ITIL Foundation certification or demonstrated ITSM process discipline.
- Exposure to endpoint detection and response (EDR), DLP, or security compliance tools.
- Experience providing whiteglove or executive-level IT support.
Who Thrives Here (Core Values)We don't hire on resumes alone. We hire for competence, character, and mindset.
- Embrace Change: Open to feedback, embracing change, and always asking "what's next?"
- Committed: You care deeply, have your teammates' backs, and show up to build something lasting.
- No-Ego Energy: Positive, professional, and solutions-oriented. Drama stays at the door.
- Ownership: You do what you say, follow through, and treat the business like it's yours.
- Fast & Hungry: You move with urgency, thrive under high expectations, and are motivated by growth and impact.
What We Offer- Base Salary: [Min} and [Max], commensurate with experience
- Eligible for performance-based bonus
- Our job postings reflect the compensation range for the specific market and location of each role. Ranges vary by geography based on local market rates and cost of labor.
- Benefits include: Medical, dental, and vision insurance, 401(k) with company match, HSA, life insurance, disability coverage, paid time off, and parental leave.
The pay range for this role is:
120,000 - 140,000 USD per year (Remote (United States))
