IT Help Desk Lead

About ABC Legal Services:

ABC Legal Service is proud to be the national leader in filing service of legal documents. We are growing and are looking for talented new team members to support our growth and solve exciting challenges! We are a team of 400 with offices in Los Angeles, Dallas, Miami, Brooklyn, Chicago, Washington DC, and more. Seattle is our home and headquarters. We've been successful in this unique business for over 30 years, and we continue to advance our technology and business processes to remain years ahead of what our competition can offer.

Job Overview: 

ABC Legal is looking for an experienced IT Helpdesk Leas. As a Helpdesk Team Lead, you will be responsible for the day-to-day technical oversight of the IT help desk team at ABC Legal. Under the supervision of the IT Manager, your primary focus will be on providing Level 1 and 2 technical support to the employees of ABC Legal by maintaining a strong understanding of hardware and software troubleshooting and enabling the Help Desk team to effectively deliver a quality support experience.

Key Responsibilities:

• Provide technical guidance and support to the Tier 1 and 2 support specialists.
• Serve as the primary point of contact for escalated technical issues.
• Collaborate with the IT Manager to develop and implement best practices for the help desk team.
• Assist in the creation and maintenance of documentation for training and knowledge transfer purposes.
• Monitor and analyze ticket trends to identify areas for improvement.
• Contribute to the development and execution of team initiatives and projects.
• Maintain up-to-date knowledge of business processes, procedures, and tools.
• Participate in and contribute to training sessions for the help desk team.
• Lead and manage help desk projects within an Agile framework, ensuring timely and effective delivery.

Qualifications:

• 5+ years of help desk or relevant IT support experience.
• Proficiency in supporting Microsoft Windows, Office 365, AWS (compute and networking), Fortinet, and Ubiquity.
• Proven track record of meeting deadlines and exceeding performance expectations.
• Proven ability to learn new processes and technologies as needed.
• Willingness to accommodate occasional support needs outside of regular business hours.
• Strong problem-solving skills and ability to prioritize tasks effectively.
• Experience with Agile project management methodologies.

Benefits:

• Comprehensive Medical, Dental, and Vision coverage
• 401(k) retirement plan with 5% matching
• PTO and 11 paid holidays per year

Schedule: Full-time, Monday thru Friday 

Pay: $75,000 to $85,000 a year