Help Desk Manager

Description

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.

About the Opportunity Responsibilities:

- 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.

Competencies:

- Leadership and team development

- Customer service orientation

- Strong understanding of and experience with Microsoft Windows, Office 365, and standard business software applications

- Communication skills

- 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

About You

Experience, Education and Training:

- 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

About Warner

Warner is a full-service corporate law firm with 230+ attorneys practicing in nine offices throughout Michigan: Bloomfield Hills, Detroit, Grand Rapids, Holland, Kalamazoo, Lansing, Macomb, Midland and Muskegon. To learn more, visit www.wnj.com, follow us on X @WNJLLP or connect on LinkedIn or Facebook.

About Our Benefits

- Comprehensive medical, dental, and vision insurance plans

- Firm-provided life insurance and disability coverage

- 401k with employer contribution or match depending on plan design

- Generous PTO and leave policies

- Firm holidays

- Remote work flexibility

- Wellness program

- Employee assistance program

- Professional development opportunities

About Our Culture

Warner’s cultural motto is “Fun, Pride + Profit...in that Order”. We build A Better Partnership through:

- Lockstep Compensation - Our compensation model encourages teamwork and distinguishes us from our competitors. Partner and associate salaries are set based upon seniority, not total hours worked, encouraging client legal projects to be routed to the most knowledgeable person in the firm. Our team approach to compensation yields better legal representation for our clients and lays the foundation for a fun culture without internal financial competition. We have a team atmosphere where people like working together and supporting each other.

- Diversity – At Warner, we take an “all in” approach to DEI – engaging people at all levels of the firm to lead and participate on DEI committees and initiatives. This ensures a broad base of support from team members truly invested in leading the charge. It’s because of their time and efforts we are as successful as we are – and that success radiates throughout the whole firm. Our DEI work has become not only the right thing to do, but more importantly, what our people want to do.

- Careers – Our culture of balanced personal and professional lifestyle allows us to maintain a 94% attorney retention rate. Attorneys throughout Michigan, the region and beyond are choosing Warner as their forever home – and because of our dedicated focus on living balanced lives, our attorneys’ families are fully supporting these important decisions.

- Community – Warner’s time-honored community engagement initiatives include financial contributions to 150+ nonprofits, scholarships and paid time off for all firm members to engage in community initiatives that are meaningful to them.

Closing Statement

Warner hires top talent at every point in our organization. We are seeking dedicated professionals with diverse backgrounds who strive to support the firm and its goals. Our collegial culture attracts people with diverse skills and backgrounds who are dedicated to teamwork and client service.