Help Desk Manager

DescriptionWho We Are:Lowenstein Sandler is one of the most sophisticated law firms in the United States, with over 375 lawyers and 300 business services professionals serving clients from offices in New York, New Jersey, Palo Alto, Washington, DC, and Utah. Our primary administrative offices are located in Roseland, New Jersey, where we are consistently ranked among the best places to work in the state. We recruit candidates who seek a collaborative, entrepreneurial culture that prioritizes our clients, our colleagues, and the communities where we work and live. Committed to career development and to a diverse and inclusive workplace, the firm offers many programs and opportunities for personal and professional growth. We seek professionals for our business services group who share these values.What You Will Do:This position will sit in our Roseland, NJ office and currently offers a hybrid remote work opportunity.The Help Desk Manager must possess exceptional technical skills to effectively serve as the technical lead to the help desk staff, as well as strong customer service and relationship building skills to establish a positive perception of the help desk. They are responsible for providing direction for the help desk as well as providing first and second level phone/desk-side support to troubleshoot and resolve hardware and software issues. The Help Desk Manager will serve as the technical lead for the help desk team while ensuring staff is meeting and exceeding expectations in regards to resolving issues and providing customer service.Help Desk Manager is responsible for managing a team of specialist who perform level 1 and 2 support for the firm. Candidate must possess exceptional technical skills to effectively serve as the technical lead to the help desk staff, as well as strong customer service and relationship building skills to establish a positive perception of the help desk. This position is responsible for ensuring staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks and that standards and processes are followed to provide effective customer service.Essential Job Requirements:Oversee 100% of the requests, incidents and issues collected through the help desk.Ensure timely delivery of quality technical support service is provided to clients.Manage and coordinate urgent and complicated support issues.Act as escalation point for all requests and incidents. Develop phone/ticket escalation processes to ensure free flowing escalation and information within the firm.Develop and demonstrate an understanding of customer and business needs.Work with business service group leaders and IT management to create and manage IT service level agreements.Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.Determine root cause of issues and communicate appropriately to customers.Manage internal/external staff schedule ensuring 24/7 coverage.Assist with the professional and technical development of staff, enabling them to set technical goals, monitoring, mentoring and coaching that will result in the delivery of quality support.Foster relations with clients to gather issues and obtain feedback on help desk.Develop monthly reports for help desk calls and tickets. Monitor and manage phone queue, participating in escalated calls as needed.Motivate the team to adhere to IT best practices and deliver outstanding customer service and satisfaction while maintaining a high level of morale.Create and maintain training programs for increased customer service and technical knowledge.Develop an effective and workable framework for managing and improving customer IT support in the firm.Review call recordings to identify areas for improvement within the help desk.Advise IT management on situations that may require additional client support or escalation.Build a qualified Help Desk team through innovative hiring and training techniques.Manage process for communicating outage/emergency activities to the firm. Manage vendor relationships as it depends on daily operational needs. Procurement of IT related equipment and services.Review survey feedback to improve services, tools and support experience.Keeps current on latest technology trends.Troubleshoot technical issues.Answer help desk calls as needed.Skills, Knowledge, and Abilities: Bachelor''s degree in Computer Science, Information Sciences, or five years comparable experience.3 years of supervisory or management experience in a Help Desk or call center environment.Team-oriented with strong staff leadership and motivating experience.Experience in support and troubleshooting applications in a large networked environment.Proven analytical and problem-solving abilities with strong attention to detail.Excellent interpersonal, written and verbal communication skills, with the ability to communicate technical guidance and instruction to stakeholders and staff members.Thorough knowledge of Help Desk operations, including knowledge of IT best practices, industry trends, and customer service.Ability to lead teams effectively, both through structured coaching and delivering by example.Ability to write technical instructions such as standard operating procedures.Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.Highly self-motivated and directed.Ability to troubleshoot Windows Operating system and Microsoft Office applications.Understanding of hardware platforms and chipsets, such as desktops, laptops, printers and mobile devices.Office Location: Roseland, NJSchedule: Full-time, 9:00 am - 5:00 pm, overtime when necessaryAmount of Travel Required: Travel to other offices, if necessary.Disclaimers:Lowenstein Sandler LLP is requiring that all prospective employees present proof that they are fully-vaccinated against COVID-19, or seek a reasonable accommodation for religious or medical reasons, prior to their first day of employment.This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities required by employee. Lowenstein Sandler LLP is not accepting resumes from search firms for this position. Regardless of past practice, all resumes submitted by search firms are to be deemed the sole property of Lowenstein Sandler LLP, and no fee will be paid in the event the candidate is hired by Lowenstein Sandler LLP as a result of the referral.Lowenstein Sandler LLP is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.

Created: 2025-10-04