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Service Desk Manager

Location : Chicago or New York
Job Type : Direct
Hours : Full Time
Required Years of Experience : 5+ years
Required Education : BS or BA is required at minimum
Travel : No
Relocation : No

Job Description :

Mid-Sized Legal Organization is looking for a Service Desk Manager to run all of the IT Infrastructure at multiple offices throughout the United States. The organization uses an outsourced IT organization to handle the day-to-day administration of all the cloud based technology. This individual would manage the relationship with the outsourced firm as well as plan for future IT upgrades and improved technology efficiency.


 


The firm is mostly cloud based and uses outside services and has very little IT infrastructure other than routers/firewalls and laptops (MS Surface is the standard).


 


Mange relationship and act as hands on escalation for outsourced Helpdesk support


Administer IP based PBX phones


Manage security and Pen tests; administer mandatory online security training; consult on best practices and security upgrades


Assist in responding to IT security audits from firm clients


Administer and Manage MaaS 360 mobile device systems


Administer and Manage Microsoft Multifactor authentication.


 


Handle the technology piece of onboarding and offboading of employees


 


Outsourced Services are: 


Mail – Office 365 (cloud)


Documents – NetDocuments (cloud)


Accounting – Rippy and Kingston (cloud)


Dictation – BigHand (cloud)


Email archive – Rackspace (cloud)


Active directory


Maas 360 for mobile device management;


Carbon Black firewall


Only servers: security servers, print servers and ones to used to push out patches etc.


Phones are also IP based virtual PBX


 


 


 


Required Qualifications :
At least 5 years of IT Support experience in an executive environment such as a Law Firm, Family Office, or Trading Institution.

 

Experience managing outsourced IT relationships for all cloud based services

 

Experience delivering one on one technical support to Executives on a daily basis

 

Experience planning internal technology upgrades for the future as technology trends change

 

Experience managing Virtual PBX Systems, Office 365, MS OS Servers, Active Directory, etc

 

Project Management Experience is a plus
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