What are the responsibilities and job description for the Help Desk Supervisor position at TRENAM LAW?
Description
Trenam Law is seeking a Help Desk Supervisor to lead a team of four Help Desk Specialists supporting staff across multiple office locations. This role oversees daily helpdesk operations, provides second-level technical support, and ensures efficient, user-friendly IT service delivery.
Key Responsibilities:
- Supervise and mentor Help Desk staff; ensure timely ticket resolution and adequate coverage.
- Provide support for Microsoft Office, specialized software, remote access, and hardware issues.
- Manage account access (Active Directory), video conferencing tools, and Zoom scheduling.
- Set up workstations, configure phones (RingCentral), and support personal device connectivity.
- Perform maintenance and troubleshooting on desktop hardware and peripherals.
- Maintain inventory and software licensing.
- Train new hires in firm technology and protocols.
- Assist with IT projects and cross-functional initiatives.
- Handle helpdesk reporting and suggest training to address knowledge gaps.
- Participate in after-hours on-call rotation.
Requirements
Requirements:
- Strong communication, organizational, and problem-solving skills.
- Experience mentoring teams and providing high-quality customer support.
- Ability to balance multiple priorities with minimal supervision.
- Proficiency in Microsoft 365, Adobe Acrobat, I-Manage, SharePoint, and related tools.
- Must have prior legal tech experience and include e-discovery tools.
- Must have experience conducting technical training sessions for both small and large groups, ensuring effective knowledge transfer and skill development across all teams.
Qualifications:
- High school diploma required; technical training or degree preferred.
- 3 years in tech support; 3 years supervisory experience ideal.
Additional Details:
- Standard work hours: Monday–Friday, 8:30 a.m.–5:00 p.m., with occasional after-hours support.
- Some travel required to St. Petersburg and Sarasota offices.
- Must be able to lift up to 25–30lbs and work in a professional office setting.
