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Phaxis · 5 hours ago

Service Desk Manager – Law Firm

New York, NY

Full-time

Onsite

Mid, Senior Level

$145K/yr - $185K/yr

Phaxis is seeking a hands-on Service Desk Manager to lead and manage their IT support team in a law firm environment. The ideal candidate will oversee service desk operations, provide direct technical support, and improve IT service delivery.

DeliveryHuman ResourcesStaffing Agency

Responsibilities

Lead, mentor, and manage the service desk team to ensure high-quality IT support

Provide hands-on support for escalated issues, including hardware, software, network, and application problems

Oversee ticket management, prioritization, and SLA compliance

Develop, implement, and maintain IT support processes, procedures, and documentation

Monitor team performance, provide coaching, conduct performance reviews, and ensure professional development

Collaborate with other IT teams to resolve complex technical issues and implement system improvements

Ensure end-user satisfaction and act as the point of escalation for critical incidents

Assist in IT projects and system upgrades, providing both leadership and technical support as needed

Ensure IT support processes comply with security, compliance, and operational standards specific to law firms

Qualification

Service desk managementLaw firm IT supportDesktop supportNetwork troubleshootingITIL familiarityCoaching skillsTicketing systemsMicrosoft 365Cybersecurity knowledgeIT certificationsLeadership skillsProblem-solving skillsCommunication skillsInterpersonal skills

Required

Proven experience managing a service desk or IT support team

Hands-on technical expertise in desktop support, network troubleshooting, and common IT applications

Law firm IT support experience is required

Strong leadership, coaching, and team management skills

Excellent problem-solving, communication, and interpersonal skills

Familiarity with ITIL, ticketing systems, and service management best practices

Preferred

Experience with Microsoft 365, Windows environments, and enterprise applications used in law firms

Knowledge of cybersecurity, data protection, and compliance requirements in legal environments

IT certifications such as ITIL, CompTIA, or Microsoft certifications

Benefits

Bonus

Company

Phaxis

Phaxis is one of the nation's leading recruiting and consulting firms.

Founded in 2002

New York, New York, USA

51-200 employees

http://phisearch.com

Funding

Current Stage

Growth Stage

Leadership Team

Seth Friedland

Co-Founder and CEO

Erik DiGiacomo

President

Company data provided by crunchbase