IT Support Manager

Witherite Law Group (WLG) is a personal injury law firm specializing in motor vehicle accidents. Our vision is to improve the life of each person we serve. Whether it is for our employees, our clients, or our community, WLG puts people first, provides unmatched expertise, and displays integrity in every situation.

Our attorneys and staff are committed to helping injured clients get the care and service they deserve. We take care of the complex legal work so that our clients can focus on recovery and getting their lives back. We are determined to help our clients get the settlement they deserve, and we will be by our client's side every step of the way.

This firm is a Top 100 Places to Work recipient and a National Top Workplace honoree. We are proud of these achievements and honored to be among this prestigious list of companies. Our culture is special. But you can't just take our word for it...apply today and join the WLG family.

Position Summary: We are seeking a skilled IT Help Desk Manager to serve as the primary point of contact for resolving technical support issues and ensuring seamless service delivery. The role involves collaborating with IT, business teams, and other departments to troubleshoot system performance issues, enhance user satisfaction, and drive process improvements. With 5-8 years of experience in IT service management, you will lead a help desk team, manage incident resolution, and maintain documentation for system issues and updates. The ideal candidate will have strong leadership, problem-solving, and communication skills, along with a customer-focused approach and a background in managing service-level expectations. ITIL certification is preferred.

Key Responsibilities:

• Act as the primary point of contact for escalating and resolving technical support issues, collaborating closely with IT support teams, Business Stakeholders, and other relevant departments to ensure efficient service delivery and user satisfaction.
• Advise and support IT and business teams in troubleshooting and resolving issues related to system performance, Product & Services hierarchies, and other technical challenges affecting end users.
• Assist in the documentation and standardization of help desk processes, procedures, and knowledge base articles to ensure consistency in service delivery and improve team efficiency.
• Provide direct support to users by analyzing and addressing recurring issues, identifying system inefficiencies, and collaborating with IT teams to implement solutions and improvements in a 24/7 shop.
• Continuously monitor help desk tickets and user feedback to ensure that complaints are effectively addressed, improvements are implemented, and customer satisfaction is maintained.
• Coordinate with cross-functional IT teams to ensure timely resolution of technical issues, incidents, and service requests in accordance with established protocols.
• Develop and maintain comprehensive documentation for common issues, troubleshooting steps, and system updates for the help desk team to utilize when assisting users.
• Lead process improvement initiatives within the help desk function, focusing on enhancing user experience, improving response times, and optimizing service delivery.
• Provide guidance and support during the rollout of new IT services and system updates, ensuring seamless transitions and minimal disruptions to end users.
• Act as a liaison between end-users and IT, ensuring that solutions are effective, efficient, and aligned with organizational goals, while balancing risk management, user satisfaction, and operational efficiency.
• Must be comfortable with MAC/ AV
• Availability & Overtime
  • Office hours are 8:30am-5:30pm, Monday-Friday.
  • Overtime required as needed to ensure system stability and performance.
  • Must be available 24/7 for system emergencies and critical issues.

Qualifications:

• Strong leadership skills with experience managing help desk teams and ensuring effective resolution of user issues.
• 5-8 years of experience in IT service management, help desk operations, or technical support, with a focus on process improvement and service delivery.
• Strong problem-solving, communication, and time management skills, with the ability to prioritize and resolve multiple issues simultaneously.
• Proven experience in delivering high-impact IT projects and managing service-level expectations within help desk functions.
• A customer-focused mindset, with demonstrated experience in managing and improving user satisfaction and service delivery.
• Experience in identifying recurring technical issues and collaborating with cross-functional teams to implement long-term solutions.
• ITIL certification or similar service management qualification is preferred
• Proficiency MAC/ AV
• Proficiency in JAMF

Preferred Skills:

• CompTIA - Security+, A+, or Network+
• Microsoft - 365, Azure
• HDI - DAST

Physical Requirements:

• Office environment with normal business hours necessary to satisfactorily perform job functions.
• Stationary Position - Must be able to remain in a stationary position up to 50% of the time.
• Move or Traverse - This position needs to occasionally move about inside the office to access file cabinets, meeting rooms, office machinery, etc. May occasionally ascends/descends the stairs to get to other floors, cafeteria and parking area.
• Dexterity - constantly operates a computer and other office machinery such as a copy machine/printer.
• Move, Transport, Position, Put, Install, Remove - Occasionally moves supplies weighing up to 10 pounds for various presentation and event needs.
• Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information - The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess - The ability to observe details at close range (within a few feet of the observer).

Benefits and Perks

• Medical, dental, vision
• Company paid Life and AD&D Insurance
• Company Paid STD (with no waiting period) and LTD Insurance
• Option to purchase additional Life and AD&D Insurance
• Voluntary Critical Illness, Accident, and Hospital Indemnity Coverage
• 401(k) with company contributions
• Paid Time Off
• 10 Company Holidays
• Tuition Reimbursement

Please note that this job description is intended to outline the primary duties of the role and is not intended to be an exhaustive list. The job description is subject to change with or without prior notice, and that a reasonable accommodation may be requested to perform the essential functions of the job.

WLG and its affiliated companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

WLG and its affiliated companies participate in E-Verify. For additional information please review the E-Verify Participation Poster and Right to Work Poster from the Department of Homeland Security.