IT Helpdesk Manager

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TopDog Law

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

💼 Consulting

📣 Marketing

⚖️ Legal

Consulting • Marketing • Legal

TopDog Law is a national marketing network and personal injury law firm brand that connects injured individuals with local counsel across the United States. The organization (including Helm Law Group, LLC) focuses on accident and injury cases — car and truck accidents, medical malpractice, birth injuries, nursing home abuse, sexual abuse, slip-and-fall, workers' compensation, and wrongful death — offering free case reviews and contingency-fee representation. TopDog Law operates a network of partner firms licensed in different states, maintains multiple offices nationwide, and emphasizes client communication, advertising-driven outreach, and connecting clients to local licensed attorneys.

📋 Description

• Lead, mentor, and grow a team of IT support technicians, with the goal of providing timely, high-quality request resolution. • Own day-to-day helpdesk operations including ticket intake, triage, prioritization, and resolution via an ITSM platform. • Define, track and report KPIs and SLA performance to IT leadership; drive continuous improvement based on data. • Conduct regular 1:1s, performance check-ins, and coaching sessions with direct reports. • Serve as the escalation point for complex, sensitive, or executive-level issues. • Administer enterprise-wide collaboration platforms (Microsoft 365 and/or Google Workspace), including user provisioning, licensing, security, and troubleshooting. • Manage endpoints via MDM/UEM across Windows and Mac environments, with hands-on experience in Microsoft Intune / Endpoint Manager or equivalent. • Triage and resolve endpoint compliance alerts and policy violations via MDM software. • Support full user lifecycle management (onboarding, changes and offboarding) through HRIS and directory/IAM integrations. • Provide tier 2/3 support for Slack, Salesforce, and other firm-wide SaaS platforms. • Maintain IT documentation, SOPs, and self-service knowledge resources for staff. • Manage IT vendor relationships, procurement workflows, and invoice review in coordination with Finance. • Oversee hardware and software asset lifecycle from procurement through deployment, refresh, and decommission. • Maintain disaster recovery and backup readiness; coordinate patching and endpoint hygiene across the fleet. • Enforce IT security policies, including MFA/2FA, access control, and acceptable use. • Monitor and resolve endpoint compliance and configuration issues via MDM software. • Support security awareness initiatives, phishing simulations, and policy rollouts. • Coordinate with internal operations teams on access reviews, offboarding checklists, and compliance activities. • Contribute to incident response and escalation as needed. • Identify recurring issues and drive root cause resolution to reduce ticket volume. • Build and maintain a user-facing helpdesk documentation knowledge base. • Collaborate with the IT Director on tooling decisions, infrastructure projects, and strategic operational improvements.

🎯 Requirements

• 5+ years of IT support or IT operations experience, with at least 2+ years in a lead, manager, or senior supervisory capacity. • Deep proficiency in Microsoft 365 and / or Google Workspace administration (Email, Collaboration, Cloud File Storage) or equivalent enterprise collaboration platform. • Hands-on experience with Azure AD / Entra ID for identity and access management. • Demonstrated MDM/UEM experience, including endpoint compliance monitoring and policy enforcement (Microsoft Intune preferred). • Proven SLA ownership and KPI reporting across a helpdesk or service desk function • Experience managing hardware and software asset lifecycle from procurement through decommission. • Vendor management experience including procurement, invoice review, and cost tracking. • Solid grounding in IT security fundamentals: MFA, least-privilege access, endpoint hygiene, phishing defense. • Strong written and verbal communication skills; comfortable supporting and presenting to executive stakeholders. • Proven ability to operate independently in a remote or distributed environment with minimal supervision.

🏖️ Benefits

• Medical, dental, and vision insurance • 401(k) with company match • HSA • Life insurance • Disability coverage • Paid time off • Parental leave