JOB TITLE:  Help Desk Manager    

DEPARTMENT: Information Technology

REPORTS TO: Technical Operations & Support Director  

FLSA STATUS: Exempt

WORK SCHEDULE: Full-time

Overview:  Duane Morris LLP, a global law firm with 900+ attorneys in offices across the U.S. and around the world, offers innovative solutions to the legal and business challenges presented by today’s evolving global markets. This position will require a minimum of 4 days in the office per week per the firm’s hybrid work policy.

Summary: Leads global end‑user support operations, ensuring timely, white-glove technology assistance for attorneys and staff.

Key Responsibilities:

• Lead, mentor, and performance‑manage Help Desk personnel across multiple offices and time zones to provide 24/7 or extended hours support coverage.
• Own the end‑user support lifecycle including intake, triage, escalation, and resolution processes for incidents and requests, with a strong focus on attorney productivity and matter critical responsiveness.
• Define, track, and report service metrics such as SLAs, CSAT, ticket volume, and trend analysis and use data to drive continuous improvement and resource planning.
• Partner with Infrastructure, Applications, Information Security, and Practice Support teams to coordinate support for complex issues, scheduled maintenance, and major incidents.
• Ensure help desk team promotes secure technology practices, reinforcing information security and data governance requirements in all user interactions.
• Manage ITSM platform, remote support tools, knowledgebase, and related workflows.
• Participate in IT budgeting and capacity planning including staffing models, outsourcing decisions, and technology investments to meet BigLaw scale demands.

Qualifications:

• Bachelor’s degree in IT, Computer Science, Business, or related field, equivalent combination of education and experience considered.
• 5+ years progressive experience in IT end‑user support, including leadership.
• Experience in a large law or global professional services firm is strongly preferred.
• Demonstrated success managing a multi-site help desk function.
• Knowledge of Microsoft 365, DMS platforms, and major collaboration tools.
• Familiarity with ITIL, ticketing systems, and remote support tools in large scale environments.
• Proven ability to interpret support metrics, identify trends, and implement process improvements that enhance service quality and user satisfaction.
• Exceptional communication skills, with an ability to interact effectively with partners, senior leadership, and business services staff at all levels.
• Demonstrated ability to lead teams through change, including technology rollouts, process redesign, and evolving hybrid/remote work models.

   

  Core Competencies:

• Client service orientation in a high-stakes, deadline driven environment
• Team leadership, coaching, and talent development
• Strategic thinking with strong operational execution
• Change management and user adoption
• Data driven decision making and continuous improvement

   

  Benefits:

• Comprehensive healthcare, dental, vision, and prescription plans.
• Commuter, HSA and FSA spending accounts
• Short-term and long-term disability and life insurance coverage
• 401k and Pension Plan
• 20 vacations days, 11 paid holidays
• Employee Referral Bonus ($3,000.00)

Accommodation Statement:  If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please contact Nate Maxwell at 215-979-1000.

Disclaimer: The above is intended to describe the general content of and requirements for the performance of this job.  It is not a contract or employment agreement and is not to be construed as an exhaustive statement of all functions, responsibilities or requirements.  In addition, Duane Morris reserves the right to amend, suspend or terminate any benefit plan, in whole or in part, at any time. The authority to make such changes rests with the Plan Administrator