What are the responsibilities and job description for the IT Help Desk Engineer Lead position at Meneses Law?
About the Company :
Meneses Law is an accomplished law firm with an outstanding track record of providing immigration services with the highest professional standards to our clients. We work with thousands of clients across the United States on Adjustment of Status, Visas, Petitions, Labor Certifications, Citizenships, Deportations, Waivers, DACA Renewals, and Asylum matters.
Our headquarters is based out of Houston, Texas and with the expansion to other major cities, our aim is to assist clients to achieve their objectives as placidly and efficiently as possible while minimizing the legal and regulatory risks. The law firm is built on its reputation of providing exceptional customer service delivery coupled with appropriate and outstanding skills, fast turnaround, and the know-how expert of our legal tea
Job Overview
The IT Help Desk Lead oversees daily operations of the IT Help Desk team to ensure efficient and effective technical support for end-users. This role involves managing team performance, resolving escalated issues, and maintaining high service standards. The IT Help Desk Lead acts as a mentor to the team while also contributing to hands-on problem-solving and process improvement initiatives.
Key Responsibilities
- Lead, and mentor the IT Helpdesk team, assigning tasks and monitoring performance.
- Provide guidance and training to team members to enhance technical expertise and service delivery.
- Foster a collaborative and customer-focused team culture.
- Resolve escalated technical issues and troubleshoot complex hardware, software, and network-related problems.
- Ensure timely resolution of support tickets and maintain high user satisfaction.
- Serve as the primary point of contact for critical incidents and ensure clear communication with stakeholders.
- Evaluate current helpdesk processes, recommend improvements, and implement best practices for ticket management and issue resolution.
- Collaborate with IT leadership to develop and maintain knowledge base articles and training materials.
- Track recurring issues, analyze trends, and implement proactive solutions to reduce incidents.
- Monitor and analyze team performance metrics, such as ticket resolution times and user satisfaction scores.
- Generate regular reports for IT management with actionable insights for continuous improvement.
- Act as a liaison between the helpdesk team, IT management, and other departments to ensure alignment on goals and initiatives.
- Collaborate with other IT teams on projects, system upgrades, and company-wide IT initiatives.
- Communicate effectively with end-users to manage expectations and provide status updates on issues.
Required Skills and Abilities
Educational / Experience Requirements
Compensation :
Meneses Law believes in Work Life Balance. Operation hours are from 8 a.m. to 5 p.m. plus 2 Saturdays a month for certain positions.
Being hired by Meneses Law as an IT Manager means that you will have the opportunity to :
Benefits for Working at Meneses Law :
Salary : $65,000 - $75,000
