Help Desk Manager

We are looking for an experienced Help Desk Agent to oversee daily technology support and infrastructure operations for a office in Tampa, Florida. This Long-term Contract opportunity combines hands-on troubleshooting with broader responsibility for systems, devices, networking, and courtroom-related technology. The role is highly visible and works closely with legal and staff to keep business-critical tools reliable, secure, and ready for use. Success in this position requires strong technical judgment, excellent service skills, and the ability to manage IT needs independently.

Responsibilities:

• Provide day-to-day support for end users by resolving technical issues involving desktops, software, peripherals, and service desk requests.
• Administer core IT systems, including Windows-based environments, user accounts, workstation configuration, and access management.
• Oversee firm technology assets such as computers, mobile devices, telecommunications tools, office equipment, and related support resources.
• Coordinate employee onboarding and offboarding by preparing devices, setting up accounts, and ensuring timely access changes.
• Maintain network-connected hardware and software environments to promote dependable performance across the office.
• Track equipment inventory, manage technology supplies, and help plan for replacement or procurement needs.
• Deliver audio/visual and technical assistance for hearings, depositions, mediations, trials, and other legal proceedings.
• Prepare, transport, install, and dismantle presentation and courtroom technology, including exhibits, video, and audio materials as needed.
• Act as the primary internal resource for Filevine, supporting administration, user guidance, and ongoing system effectiveness.
• At least 3 years of hands-on experience in IT support, help desk leadership, or systems administration roles.
• Strong background supporting Windows operating systems, desktop environments, and user account administration.
• Proven ability to troubleshoot hardware, software, and deskside support issues with minimal supervision.
• Experience managing IT infrastructure components, end-user technology, networking, and device support in an office setting.
• Comfortable handling onboarding activities, workstation deployments, and service desk ticket resolution.
• Strong communication and customer service skills, with the ability to support attorneys, staff, and other non-technical users effectively.
• Availability to work standard business hours Monday through Friday, with occasional travel or after-hours support for legal proceedings.
• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred; legal technology, Filevine, courtroom support, or bilingual Spanish/English experience is a plus.