Help Desk Manager

Overview

Warner Norcross + Judd is seeking a Help Desk Manager to join our team in Grand Rapids
. This role is responsible for managing the Help Desk team, maintaining efficient services processes, and fostering a culture of collaboration and customer service within a fast-paced law firm environment.

• Lead, manage, and support the Help Desk team in delivering responsive, high-quality technical support to attorneys and staff
• Promote a culture of outstanding customer service, accountability, and collaboration within the IT Department
• Oversee the firm s ticketing system to ensure accurate documentation, effective issue resolution, and proactive trend analysis
• Maintain accountability for endpoint and software deployment standards while delegating day-to-day execution to the Help Desk team
• Develop, maintain, and communicate procedures, troubleshooting documentation, and best practices
• Train, and mentor Help Desk staff to support performance consistency, professional growth, and team engagement
• Collaborate across the firm departments to identify and implement service improvements
• Monitor Help Desk metrics and performance trends to drive efficiency and continuous improvement
• Partner with the Training Manager and Talent Development team to support IT training initiatives, including onboarding and ongoing professional development
• Support the creation of training resources and documentation that encourage effective technology adoption and appropriate self-service
• Ensure compliance with firm security, confidentiality, and technology standards
• Stay current on emerging technologies and best practices
• Assist with additional projects and initiatives as assigned

The Help Desk Manager embodies the Firm s foundational values by demonstrating teamwork through close collaboration with colleagues, attorneys, and staff to deliver seamless and responsive technical support;
service by providing reliable, solutions-focused leadership that ensures a high standard of customer care and operational efficiency;
adaptability by navigating evolving technology needs, priorities, and challenges with flexibility and sound judgment;
respect by fostering a professional, supportive, and inclusive environment built on trust, accountability, and clear communication; and excellence by setting high performance standards, producing consistent, high-quality results, and proactively identifying opportunities to improve service delivery.

The above list is not intended to be all inclusive but provides a general framework for the position. Other related responsibilities will arise from time to time and be assigned to department members.

The physical demands of this potion are representative of those that must be met by an employee in order to successfully perform the essential functions of the position. These include being both mobile and stationary throughout the workday, having the ability to transport 25 pounds and being able to operate a computer and other business equipment found in the office.

• Leadership and team development
• Strong understanding of and experience with Microsoft Windows, Office 365, and standard business software applications
• Problem solving and critical thinking
• Demonstrated skill in instructional delivery and user education
• Ability to project manage and delegate work
• Ability to maintain confidentiality and uphold firm policies and standards

• Bachelor s degree in information technology, computer science, or a related field preferred
• 3 - 5 years of experience managing a Help Desk or IT support function, preferably in a law firm or professional services environment
• Proven success in leading and developing high-performing technical and support teams with a strong emphasis on concierge level service
• Strong technical expertise with ticketing systems, computer management, and hardware/software deployment
• Experience training and mentoring director reports
• Experience designing and delivering end-user training programs for diverse audiences

Warner is a full-service corporate law firm with 230+ attorneys practicing in nine offices throughout…