Job Description
Description:
Join one of the most innovative, forward-thinking law firms in the country. As a member of the Saxton & Stump team, you’ll become part of a culture of excellence and collaboration, with a strong emphasis on investing in our team and our community. We understand that the evolving legal environment demands a new approach to business — and we’ve embedded this mindset into the way we hire, structure our team, and deliver outstanding service.
We are currently seeking a dynamic IT Help Desk Manager to lead our technical support operations across the firm. This role combines hands-on technical leadership with strategic oversight, ensuring the smooth, efficient delivery of support to all employees. The ideal candidate is a proactive problem solver, an effective people manager, and a strong communicator committed to providing an exceptional end-user experience.
Key Responsibilities
· Lead, mentor, and manage the IT help desk team, including hiring, onboarding, training, and performance management.
· Oversee the firm’s IT ticketing system (e.g., NinjaOne), ensuring timely, thorough, and complete resolution of support requests and adherence to SLAs.
· Provide hands-on technical support and act as the escalation point for complex or high-priority issues.
· Mentor and develop help desk staff to ensure continuous improvement in technical skills, customer service, and career growth.
· Monitor help desk metrics and trends; generate reports and implement process improvements based on findings.
· Maintain accurate documentation, user guides, and internal knowledge base content.
· Ensure high-quality service delivery with a strong customer focus and professional demeanor.
· Collaborate with the Director of Information Technology on project planning, technology rollouts, and firm-wide initiatives.
· Manage relationships with external IT support vendors, consultants, and service providers.
Requirements:Qualifications
· Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
· 5+ years of progressive IT support experience, with at least 2 years in a supervisory or team leadership role.
· Strong technical knowledge in:
- Microsoft Windows 10/11, Office 365, Active Directory, Exchange, Azure AD
- Basic networking concepts and troubleshooting (DNS, DHCP, VPN, etc.)
- Device management and security best practices
· Experience with IT ticketing systems (e.g., Freshservice, Zendesk, or ServiceNow).
· Exceptional problem-solving, communication, and organizational skills.
· Demonstrated ability to lead teams and prioritize in a fast-paced, dynamic environment.
· High level of professionalism, discretion, and attention to detail.
· Preferred: Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
Compensation & benefits
Saxton & Stump offers a competitive, negotiable salary based on experience, as well as a comprehensive benefits package that includes:
· Medical, dental, and vision insurance
· 401(k) retirement plan with employer contribution
· Paid time off and firm holidays
· Opportunities for professional development and advancement
· Flexible work environment and supportive team culture
About Saxton and Stump
Saxton & Stump is redefining the legal and consulting experience. By combining deep industry knowledge, a client-first mentality, and a commitment to innovation, we are transforming how professional services are delivered. Join our team and become part of the future of legal and consulting services.
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