Help Desk Manager

At Polsinelli,What a Law Firm Should Be, is not just our tagline, it is what we live every day. We strive to create an environment where our team members are encouraged to bring their creativity and professional passions into the workplace so that they can thrive.

Are you a people person who has a keen eye for detail, thrives in a professional environment and wants to be part of a dynamic team?

We have the perfect role for an engaging professional like you!

Polsinelli is hiring a Help Desk Manager. This role can be hired as remote, or hybrid provided the candidate is in a state / jurisdiction wherein we practice.

The Help Desk Manager will oversee the operations of the help desk team, ensuring efficient and effective technical support services.

The Manager will manage the team's performance, develop service protocols, and ensure customer satisfaction. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of help requests.

This role will be a working Manager and will contribute to problem resolution by giving in-person, hands-on support to users.

Responsibilities

Strategy & Planning

• Establish and enforce Help Desk service level agreements in consultation with users to establish problem resolution expectations and timeframes.
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Operational Management

• Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Work with the Director of User Support to design and enforce request handling and escalation policies and procedures.
• Coordinate and / or perform hands-on fixes at the desktop level.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies.

Knowledge & Experience

• Demonstrated progressive experience in the supervision of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Education

Associates degree with 2 years of experience or more, or 4 years of experience or more in related field

Immediate Goals

• Conduct a thorough analysis of the current help desk team's structure, roles, and workflow.
• Identify any gaps in skills or resources and develop a plan to address them.
• Realign roles and responsibilities to better match team members' strengths and business needs.
• Set up a clear escalation path for complex issues to improve resolution efficiency.
• Introduce a mentorship program to foster knowledge sharing and peer learning.
• Evaluate the effectiveness of the training program and make adjustments based on feedback and performance metrics.

Polsinelli PC is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to gender identity and expression, race, color, religion, sex, national origin, sexual orientation, age, disability, ancestry, marital status, military or veteran status, or any other characteristic protected by law.

The budgeted salary range for this position is $90,000 - $110,000.

As part of full-time employment associated with this position, Polsinelli PC offers the following benefits : Paid time off, sick time off, a referral program, medical insurance and benefits, dental insurance, vision insurance, life insurance, AD&D insurance, ID Theft insurance, long-term disability benefits, short-term disability benefits, Parking / Transit reimbursement (varies depending on location), 401(k) benefits, and employee assistance benefits.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)