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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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