Manager of Help Desk and User Experience

Lead front-line technology support at Pierce Atwood by combining Help Desk leadership with user experience, adoption, and service delivery.

Responsibilities

• Oversee daily Help Desk operations and service delivery, managing ticket intake through triage, prioritization, escalation, follow-up, and resolution.
• Define, monitor, and improve service levels, including response times, resolution times, escalation procedures, and communication standards.
• Ensure high-quality support for firm technologies, including Microsoft 365, Windows, laptops, mobile devices, MFDs, remote access, collaboration tools, a document management system, time and billing systems, litigation support tools, and conference room and hybrid meeting technologies, plus other legal-specific applications.
• Prioritize attorney and client service needs for time-sensitive work such as court deadlines, closings, trials, hearings, travel, and after-hours support requirements.
• Manage the relationship with the firm’s third-party after-hours Help Desk vendor, ensuring responsiveness, professionalism, technical accuracy, documentation, escalation, confidentiality, and user communication align with firm standards.
• Monitor vendor performance by reviewing ticket quality and trends, and ensure consistent support for attorneys and professional staff whether issues are handled internally or after-hours.
• Act as an escalation point for complex, sensitive, or high-priority technology issues.
• Perform other related duties as assigned to support the goals and operations of the Information Technology department and the firm.
• Partner with the Legal Applications and Practice Technology Analyst to ensure application issues are identified, documented, escalated, and resolved.
• Collaborate with the analyst to detect recurring tickets and support trends that may indicate application problems, training gaps, workflow inefficiencies, or opportunities for technology improvement.
• Coordinate support for legal and business applications, including document management, Microsoft 365 integrations, PDF and document production tools, time entry, billing, financial systems, litigation support tools, and other practice-specific technologies.
• Maintain knowledge, documentation, and escalation procedures within the Help Desk for commonly reported legal application issues.
• Work with the analyst on application rollouts, pilot programs, testing, user communications, adoption planning, and post-implementation support.
• Provide front-line feedback to assess whether tools meet user needs and whether legal teams need improved workflows, additional training, configuration changes, or new technology solutions.

Requirements

• Bachelor’s degree in information technology, business, communications, or a related field, or an equivalent combination of education, certifications, and experience.
• 5 to 7 years of progressive IT support, service desk, desktop support, or user technology experience.
• 3+ years of supervisory, team lead, or service desk management experience.
• Experience supporting users in professional services, legal, financial, consulting, or other deadline-driven environments.
• Strong working knowledge of Microsoft 365, Windows endpoints, mobile devices, remote access tools, endpoint management, collaboration platforms, MFDs, conferencing tools, and common business applications.
• Experience with ticketing systems, service-level expectations, knowledge management, escalation processes, and IT support metrics.
• Ability to coordinate effectively with application specialists, security teams, infrastructure teams, vendors, trainers, and business stakeholders.
• Excellent communication, judgment, prioritization, documentation, and customer service skills.
• Ability to support high-performing professionals with urgency, discretion, patience, and professionalism.
• Preferred familiarity with legal technology platforms such as iManage, SurePoint Financial Enterprise, Litera, Adobe Acrobat, e-discovery platforms, docketing tools, document comparison tools, or similar systems.
• Preferred familiarity with cybersecurity best practices, including phishing defense, MFA, endpoint compliance, secure document handling, and confidential client information.

Technologies

• Microsoft 365, Windows, laptops, mobile devices, MFDs
• Remote access tools, collaboration tools
• Document management system, PDF and document production tools
• Time and billing systems, time entry, billing, financial systems
• Litigation support tools
• Conference room, hybrid meeting
• Microsoft 365 integrations
• Ticketing systems, knowledge management
• Service-level expectations, escalation processes, IT support metrics
• iManage, SurePoint Financial Enterprise, Litera
• Adobe Acrobat
• E-discovery platforms, docketing tools, document comparison tools
• MFA, endpoint compliance

Location: Portland, ME (onsite)

Salary: USD 95,000 - 130,000 per yearly

Minimum Experience: 5 years