Warner Norcross + Judd ยท 6 hours ago
Help Desk Manager
Grand Rapids, MI
Full-time
Onsite
Mid, Senior Level
3+ years expWarner Norcross + Judd is a full-service corporate law firm seeking a Help Desk Manager to join their team in Grand Rapids. The role involves managing the Help Desk team, ensuring high-quality technical support, and fostering a culture of collaboration and customer service within the firm.
Legal
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
Qualification
Required
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
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
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
Company
Warner Norcross + Judd
Warner Norcross + Judd is a corporate law firm with more than 230 attorneys practicing in nine offices throughout Michigan: Bloomfield Hills, Detroit, Grand Rapids, Holland, Kalamazoo, Lansing, Macomb County, Midland and Muskegon.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Brian Wassom
Partner; Practice Leader - Content, Branding & Media Litigation
Recent News
Horizon Bancorp, Inc.
2025-08-29
Company data provided by crunchbase