Help Desk & Training Manager Gunster, Yoakley & Stewart, P.A. - 5.0 West Palm Beach, FL Job Details Full-time 1 day ago Qualifications Managing technical support teams Managing teams in a customer support role Team leadership Supervising experience Technology management IT department experience Full Job Description Gunster seeks a full-time Help Desk & Training Manager in its West Palm Beach office. The Help Desk & Training Manager will oversee the firm's technology help desk operations and technology training functions. This individual will be responsible for ensuring attorneys and staff receive timely, high-quality technical support while also developing and delivering training initiatives that enhance technology proficiency across the firm.

Key Responsibilities:

Help Desk Management Manage and lead the help desk team, ensuring prompt and effective resolution of technical issues for attorneys and staff. Oversee ticketing system operations, workflows, and escalation procedures. Coordinate with other IT teams on system upgrades, rollouts, and incident management. Develop and maintain a knowledge base of common issues and solutions. Develop on-call and after-hours coverage schedules to ensure support availability outside standard business hours.. Oversee deployment, configuration, and troubleshooting of desktops, laptops, mobile devices, printers, and peripherals firm-wide. Provide white-glove technical support for attorneys, partners, and firm leadership, including courtroom, conference room, and remote/hybrid work technology needs. Coordinate technology support for depositions, hearings, closings, client meetings, and firm events as needed. Ensure remote and traveling attorneys have reliable access to firm systems, VPN, and mobile technology. Training & Development Manage and lead the technology training team. Develop and oversee firm-wide training programs on legal technology platforms, software applications, and firm-specific systems. Oversee onboarding technology training for new hires, including attorneys, paralegals, and administrative staff, ensuring consistent, effective delivery of training. Assess training needs through surveys, feedback, and consultation with department leaders; measure training results and effectiveness. Create and maintain training materials for new software rollouts, ongoing training and role-specific training and create user guides, quick reference cards, and e-learning content. Coordinate training schedules and delivery formats (in-person, virtual, self-paced) across all firm offices to maximize attendance and effectiveness.

Qualifications:

Bachelor's degree in Information Technology, Business Administration, Education, or a related field. Minimum of 5+ years of experience in IT support and/or training, with 3+ years in a supervisory or management role. Experience working in a law firm or professional services environment strongly preferred Proficiency with legal technology platforms such as document management systems (e.g., iManage, NetDocuments), practice management software, and Microsoft 365. Familiarity with help desk ticketing systems (e.g., ServiceNow, Freshdesk, Zendesk). Experience with learning management systems (LMS) and e-learning development tools. Strong leadership, communication, and interpersonal skills. Ability to manage multiple priorities and projects simultaneously. ITIL certification or equivalent training is a plus. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.