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Support Services Manager

Date Posted: 12/14/2021

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Job Description

Location: Downtown Denver

This is NOT a remote position. This position is based in Denver, Colorado. We are only considering local applicants or those willing to relocate themselves to Denver within 2-4 weeks. 

A national law firm is seeking a Support Services Manager to join our Information Technology (IT) team. This role will supervisor our firms' help desk team and report to the IT Director.

Responsibilities and functions:

  • Provides telephone and email-based responses to help desk requests.
  • Provides desk-side support as necessary for help desk requests.
  • Maintains personal queue of help desk tickets, such maintenance including timely entry of tickets into the help desk ticketing system, timely closing of tickets in the help desk system, follow up on entered tickets including updating the notes section to ensure that all relevant information regarding servicing of the ticket has been entered and following up on ticket status with the affected end user.
  • Participates in team support of the copier and printer fleets including troubleshooting problems, interfacing with support vendors through ticketing systems and/or phone support, assisting end-users with advanced functions, and maintaining consumable installations and inventories.
  • Provides support for applications, including troubleshooting application functionality, connectivity, and/or hardware issues.            
  • Provides hardware support for mobile devices including cell/smartphones, tablets, and laptops.
  • Monitors systems accessibility and escalates outages to the appropriate resources as necessary.
  • Communicate outage statuses in a manner and basis as outlined in the Network After Hours Outage policy.

The duties are focused on the following areas of responsibility in managing the Support Services Unit:
  • Schedules Support Services analyst shifts including adjusting schedules as necessary due to personal and/or sick absences and to accommodate analyst vacation schedules.
  • Monitors Support Services ticketing system metrics for issues of timely ticket entry and closing, individual analyst performance issues, call volume by date/day/time to optimize shift times and staffing levels and reports Support Services Unit overall performance and volume to management.
  • Provides Support Services metrics reports to the IT Director and CIO monthly or upon request
  • Drafts performance plans and provides individual feedback to Support Services analysts on those plans including discussing the plan with staff when it is issued, doing at least one mid-year plan review, and providing the final plan review and performance assessment.
  • Works with the IT Director and HR department to announce open help desk positions, interview applicants, review options for hiring, and make hires.
  • Works with the IT Director to identify performance issues, draft and implement plans for addressing such issues, and works directly with the employee in question to manage adherence to the plans.
  • Interfaces with the IT Director to identify logistical and financial issues with Support Services Unit operations and brainstorm possible solutions for consideration by the IT Department management team.
  • Interfaces with the IT Project and Operations Support Analyst to escalate help desk tickets to the Escalation Team and to communicate and document resolution of said issues from the IT Project and Operations Support Analyst back to help desk staff.
  • Provides mentoring and support for Support Services analysts on technical questions and issues.

The successful candidate will possess the following:
  • High school diploma or GED required. Four-year college degree preferred; equivalent work experience considered.
  • Experience is preferred, as is experience within a legal or other professional services environment.

To apply please email your resume to

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Job Snapshot

  • Employee Type:Full-Time
  • Location:Denver, CO
  • Job Type:I.T.
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:12/14/2021
  • Contact: Jennifer Ledesma (303) 586-9349
  • Pay Range: $85,000.00 - $100,000.00 Annually
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Job Reference: JO-2111-140826