Duane Morris LLP · 15 hours ago
Help Desk Manager
Philadelphia, PA
Full-time
Hybrid
Senior Level
5+ years expDuane Morris LLP is a global law firm with 900+ attorneys, offering innovative solutions to legal and business challenges. The Help Desk Manager leads global end-user support operations, ensuring timely technology assistance for attorneys and staff.
AdviceInformation ServicesLegal
Responsibilities
Lead, mentor, and performance‑manage Help Desk personnel across multiple offices and time zones to provide 24/7 or extended hours support coverage
Own the end‑user support lifecycle including intake, triage, escalation, and resolution processes for incidents and requests, with a strong focus on attorney productivity and matter critical responsiveness
Define, track, and report service metrics such as SLAs, CSAT, ticket volume, and trend analysis and use data to drive continuous improvement and resource planning
Partner with Infrastructure, Applications, Information Security, and Practice Support teams to coordinate support for complex issues, scheduled maintenance, and major incidents
Ensure help desk team promotes secure technology practices, reinforcing information security and data governance requirements in all user interactions
Manage ITSM platform, remote support tools, knowledgebase, and related workflows
Participate in IT budgeting and capacity planning including staffing models, outsourcing decisions, and technology investments to meet BigLaw scale demands
Qualification
Required
Bachelor's degree in IT, Computer Science, Business, or related field, equivalent combination of education and experience considered
5+ years progressive experience in IT end‑user support, including leadership
Demonstrated success managing a multi-site help desk function
Knowledge of Microsoft 365, DMS platforms, and major collaboration tools
Familiarity with ITIL, ticketing systems, and remote support tools in large scale environments
Proven ability to interpret support metrics, identify trends, and implement process improvements that enhance service quality and user satisfaction
Exceptional communication skills, with an ability to interact effectively with partners, senior leadership, and business services staff at all levels
Demonstrated ability to lead teams through change, including technology rollouts, process redesign, and evolving hybrid/remote work models
Preferred
Experience in a large law or global professional services firm is strongly preferred
Benefits
Comprehensive healthcare, dental, vision, and prescription plans.
Commuter, HSA and FSA spending accounts
Short-term and long-term disability and life insurance coverage
401k and Pension Plan
20 vacations days, 11 paid holidays
Employee Referral Bonus ($3,000.00)
Company
Duane Morris LLP
Duane Morris LLP, a law firm with more than 900 attorneys in offices across the United States and internationally, is asked by a broad array of clients to provide innovative solutions to today's legal and business challenges.
1001-5000 employees
H1B Sponsorship
Duane Morris LLP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (1)
2023 (1)
2022 (5)
2021 (1)
2020 (4)
Funding
Current Stage
Late StageTotal Funding
$13.6M2018-06-05Series Unknown· $13.6M
Leadership Team
Alex Karasik
Partner
Damon Vocke
Partner, Head of Corporate & Regulatory Insurance Litigation
Recent News
The Philadelphia Inquirer
2025-12-05
bloomberglaw.com
2025-11-05
bloomberglaw.com
2025-11-01
Company data provided by crunchbase