Help Desk Lead

Law Tool Box  is on a mission to transform the way legal professionals practice law.

We are a Legal Tech SaaS company pioneering AI for legal, creating a secure, connected command center for law firms, corporate legal departments, and government agencies. We bring AI to where attorneys work, helping them think through strategic next steps so their clients get better outcomes.

Our platform gives attorneys something they’ve never had before: matter-specific AI that understands their work. It surfaces insights from Outlook threads, co-authored Word documents, and Teams and Zoom transcripts so lawyers can get up to speed fast, work smarter, and focus on the work with the biggest impact.

Highlights

• First legal app to be certified for Microsoft Copilot in 2023
• Deployed globally in Microsoft Innovation Hubs as M365 Copilot for Legal
• 1st Place, SharePoint Integration – Best SharePoint Solution
• 2nd Place, App for Teams – Best Office Integration

Where We Work

We’re hybrid workers, spending 2 days a week at a vibrant co-working space 20 minutes south of downtown Denver just steps from the Arapahoe light-rail station.

As our Help Desk Manager, you own the entire support operation — end to end, start to finish. This is a senior individual contributor role, meaning you don’t manage a team, but you absolutely manage the function: the processes, the standards, the tooling, the knowledge infrastructure, and the customer experience at every touchpoint.

You’ll work directly with a demanding and sophisticated client base — attorneys, paralegals, legal operations professionals, IT administrators, and Microsoft Partners supporting law firms across the country. These are not casual users. They operate in high-stakes environments where deadlines are hard, downtime is costly, and they expect expert-level support delivered with professionalism and speed. You’ll need to earn their trust quickly and keep it.

You bring deep Microsoft 365 expertise, a process-builder’s mindset, and the communication skills to meet every type of user where they are — whether that’s a managing partner who just wants it fixed, or an IT admin who wants to understand exactly why it broke.

Own the Help Desk Function End to End

You are the help desk. You design and continuously improve how support operates — ticket workflows, escalation paths, response standards, SLA targets, and quality benchmarks. You don’t wait to be told what’s broken; you identify it, fix it, and build systems to prevent it from recurring.

Senior-Level Technical Support Senior-Level Technical Support:
Handle complex Tier 2 and Tier 3 support issues across the full Law Tool Box  and Microsoft 365 stack — SharePoint, Teams, Exchange, Entra , One Drive, and the integrations between them. You’re the person escalations land with, and you resolve them. You know when to loop in Engineering and how to give them exactly the context they need to move fast.

Microsoft 365 & Integration Expertise

Serve as the internal and external authority on Microsoft 365 as it relates to Law Tool Box . That means diagnosing tenant configuration issues, permissions problems, sync failures, Exchange routing, Teams channel behavior, and SharePoint permission inheritance — and doing it across a wide range of client environments managed by different IT teams and Microsoft Partners. You communicate technical findings clearly to both IT-fluent and non-technical stakeholders.

Client

Relationship Management — Legal & IT Audience

Support a sophisticated mix of clients: attorneys and legal professionals who need fast, clear answers without jargon; IT staff and Microsoft Partners who need technical depth and collaborative troubleshooting. You adapt your communication style fluidly, represent Law Tool Box  with professionalism, and treat every interaction as an opportunity to strengthen the relationship.

Cache, Browser & Client-Side Diagnostics

Diagnose and resolve client-side issues — browser cache conflicts, cookie and session problems, extension interference, and compatibility issues across Chrome, Edge, and Safari. You document patterns, build repeatable resolution guides, and work proactively to reduce the volume of these…