Portland, ME

Support Jobs in Portland, ME

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Manager of Help Desk and User Experience

Pierce Atwood Portland, ME

Portland, ME

Today

$95k - $130k/yr Full time Manager Application Support End User Support

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Job Description

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

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4mo ago

IT Helpdesk Specialist

R.C. Moore, Inc. Portland, ME

Portland, ME

4mo ago Closed

$26 - $31/hr Full time Active Directory Application Support End User Support

This position is no longer accepting applications (closed Jul 14, 2026).

Job Description

R.C. Moore, Inc., based in Portland, Maine, is looking for an IT Helpdesk Specialist to be the first point of contact for employees needing technical support. This on-site role covers hardware, software, and network issues, device setup, account management, and basic help for TMS and WMS applications, with a hourly pay range of $26-$31. A solid foundation, including at least one year in a helpdesk role and an associate degree, will help you hit the ground running in a collaborative IT team.

Responsibilities

Address helpdesk tickets, phone calls, and emails to diagnose and resolve hardware, software, and connectivity problems, providing timely updates.
Escalate complex issues to Tier 2/3 support and document actions and outcomes accurately.
Assist with deploying updates, patches, and security fixes on user devices.
Provide hardware support for desktops, laptops, mobile devices, printers, scanners, and other peripherals.
Assist with software installations and basic application troubleshooting.
Manage user accounts in Active Directory or Entra ID; help with password resets and MFA setup in accordance with IT security policies.
Offer guidance on Microsoft 365, Teams, and email, and contribute to a self-help knowledge base.
Maintain incident and service request records and help identify recurring issues to improve results.

Requirements

Minimum of 1 year of helpdesk or IT support experience.
Associate’s degree in Computer Science, Information Technology, or a related field (or equivalent experience) preferred.
Preferred certifications include CompTIA A+, Network+, or Microsoft 365.

Technologies

Active Directory
Entra ID
Microsoft 365
Teams
Transportation Management Systems (TMS)
Warehouse Management Systems (WMS)

Benefits

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Professional development assistance
Vision insurance

Why Join Us

Competitive pay and benefits.
Opportunities for professional growth and IT training.
Supportive team environment where your problem-solving skills have an impact.

Application Question

Are you open to being flexible occasionally outside of business hours via phone or email to address time-sensitive issues?

Work Location

Portland, ME 04102 — On-site

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Support Jobs in Portland, ME

Manager of Help Desk and User Experience

IT Helpdesk Specialist

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