IT Helpdesk Manager

TopDog Law is a nationally scaling personal injury firm built for impact and growth. We own the client experience end-to-end—from marketing and intake through litigation—by combining world-class marketing with exceptional legal talent and operations. Over the past three years, we’ve grown 2–3x year over year, setting a new standard in the personal injury space. Now, we’re applying that same discipline and innovation to firm operations, case management, and national scale, building the infrastructure, systems, and teams to grow without sacrificing quality, culture, or accountability. We are a fully remote team that values trust, open communication, and a commitment to doing great work.

About the Role

We are seeking a hands-on IT Helpdesk Manager to lead our internal IT support function. This is a player-coach role: you’ll manage a growing team of helpdesk technicians while remaining deeply involved in day-to-day support, ticket resolution, and process improvement. Reporting directly to the IT Director, you’ll own SLAs, escalation paths, onboarding/offboarding workflows, and the overall quality of support delivered across the firm. This role is ideal for someone who thrives in a fast-paced, remote-first environment and brings both technical depth and a genuine service-oriented mindset.

Responsibilities

• Helpdesk Operations
  • Lead, mentor, and grow a team of IT support technicians, ensuring timely, high-quality request resolution.
  • Own day-to-day helpdesk operations including ticket intake, triage, prioritization, and resolution via an ITSM platform.
  • Define, track, and report KPIs and SLA performance to IT leadership; drive continuous improvement based on data.
  • Conduct regular 1:1s, performance check-ins, and coaching sessions with direct reports.
  • Serve as the escalation point for complex, sensitive, or executive-level issues.
• Technical Support
  • Administer enterprise-wide collaboration platforms (Microsoft 365 and/or Google Workspace), including user provisioning, licensing, security, and troubleshooting.
  • Manage endpoints via MDM/UEM across Windows and Mac environments, with hands-on experience in Microsoft Intune / Endpoint Manager or equivalent.
  • Triage and resolve endpoint compliance alerts and policy violations via MDM software.
  • Support full user lifecycle management (onboarding, changes, and offboarding) through HRIS and directory/IAM integrations.
  • Provide tier 2/3 support for Slack, Salesforce, and other firm-wide SaaS platforms.
  • Maintain IT documentation, SOPs, and self-service knowledge resources for staff.
• Vendor, Asset & Infrastructure Management
  • Manage IT vendor relationships, procurement workflows, and invoice review in coordination with Finance.
  • Oversee hardware and software asset lifecycle from procurement through deployment, refresh, and decommission.
  • Maintain disaster recovery and backup readiness; coordinate patching and endpoint hygiene across the fleet.
• Security & Compliance
  • Enforce IT security policies, including MFA/2FA, access control, and acceptable use.
  • Monitor and resolve endpoint compliance and configuration issues via MDM software.
  • Support security awareness initiatives, phishing simulations, and policy rollouts.
  • Coordinate with internal operations teams on access reviews, offboarding checklists, and compliance activities.
  • Contribute to incident response and escalation as needed.
• Process Improvement & Reporting
  • Identify recurring issues and drive root cause resolution to reduce ticket volume.
  • Build and maintain a user-facing helpdesk documentation knowledge base.
  • Collaborate with the IT Director on tooling decisions, infrastructure projects, and strategic operational improvements.

Requirements

• 5+ years of IT support or IT operations experience, with at least 2+ years in a lead, manager, or senior supervisory capacity.
• Deep proficiency in Microsoft 365 and/or Google Workspace administration (Email, Collaboration, Cloud File Storage) or equivalent enterprise collaboration platform.
• Hands-on experience with Azure AD / Entra ID for identity and access management.
• Demonstrated MDM/UEM experience, including endpoint compliance monitoring and policy enforcement (Microsoft Intune preferred).
• Proven SLA ownership and KPI reporting across a helpdesk or service desk function.
• Experience managing hardware and software asset lifecycle from procurement through decommission.
• Vendor management experience including procurement, invoice review, and cost tracking.
• Solid grounding in IT security fundamentals: MFA, least-privilege access, endpoint hygiene, phishing defense.
• Strong written and verbal communication skills; comfortable supporting and presenting to executive stakeholders.
• Proven ability to operate independently in a remote or distributed environment with minimal supervision.

Preferred Qualifications

• Prior experience supporting a law firm or legal operations team.
• Experience with Jira Service Management or a comparable ITSM platform.
• ITIL Foundation certification or demonstrated ITSM process discipline.
• Exposure to endpoint detection and response (EDR), DLP, or security compliance tools.
• Experience providing white-glove or executive-level IT support.

Core Values

• Embrace Change: Open to feedback, embracing change, and always asking "what's next?"
• Committed: You care deeply, have your teammates' backs, and show up to build something lasting.
• No-Ego Energy: Positive, professional, and solutions-oriented. Drama stays at the door.
• Ownership: You do what you say, follow through, and treat the business like it's yours.
• Fast & Hungry: You move with urgency, thrive under high expectations, and are motivated by growth and impact.

Pay

The pay range for this role is $120,000 - $140,000 USD per year (Remote, United States).

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• HSA
• Life insurance
• Disability coverage
• Paid time off
• Parental leave