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Responsibilities
- Lead, mentor, and manage a team of help desk technicians
- Oversee daily help desk operations for timely resolution
- Monitor and manage ticket queues, ensuring SLAs are met
- Develop and maintain help desk policies, procedures, and docs
- Ensure high customer satisfaction with prompt and courteous support
- Handle escalated issues and complex problem resolution
- Provide technical assistance and guidance to team members
- Coordinate with IT teams to resolve major incidents
- Assist in generating and analyzing help desk performance reports
Requirements
- Strong product knowledge of LEAP software or similar legal software
- 3+ years in a help desk or technical support role
- 1-2 years in a supervisory or team lead position
- Proficiency in SalesForce, JIRA, Windows
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Ability to handle high-pressure situations and complex issues
Benefits
- Medical, dental, and vision plans available
- 401k with company matching program
- Virtual staff events
- Employee assistance plans
- Flexible annual leave
- Company shares opportunity
