IT Manager

Rubenstein Law, P.A. • Miami, FL

5d • Onsite

About The Position

The Manager, Help Desk & End User Services leads day-to-day IT support and works to improve the employee technology experience across Rubenstein Law. The role manages the Help Desk team, ticket operations and escalations, employee onboarding and offboarding, and the delivery of timely, consistent, professional support. This is a hands-on management position that combines people leadership with technical support across Windows endpoints, Microsoft 365, Microsoft Entra ID, Citrix/VDI, printers and peripherals, mobile devices, remote access, office connectivity, and business applications. The manager personally assists with complex issues as needed and collaborates with internal technical teams and third-party support providers.

The position reports to the Director, Infrastructure & Enterprise Applications and is based in-office at Rubenstein Law’s Miami/Dadeland office. The role requires onsite work at least three days per week.

Requirements

• Five or more years of progressive experience in IT support, desktop engineering, systems administration, endpoint administration, or end-user technology.
• Two or more years leading a Help Desk, Service Desk, or technical support team.
• Strong hands-on experience with Windows desktop environments, Microsoft 365, Microsoft Teams, Outlook, OneDrive, SharePoint, Microsoft Entra ID, Active Directory, and MFA.
• Strong working knowledge of Citrix or a comparable virtual desktop environment.
• Practical experience supporting endpoint hardware, peripherals, printers, mobile devices, remote users, and multiple office locations.
• Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and common network troubleshooting methods.
• Experience with an IT service-management platform such as Freshdesk, Freshservice, ServiceNow, Jira Service Management, or a comparable system.
• Strong troubleshooting, prioritization, documentation, communication, and customer-service skills.
• Ability to lead calmly during outages, competing escalations, and high-pressure support situations.
• Ability to work onsite a minimum of three days per week at the Miami/Dadeland office.

Nice To Haves

• Experience managing third-party support escalations and working with managed service providers.
• Microsoft Intune, endpoint-management, device-compliance, or application-deployment experience.
• Citrix administration or advanced Citrix support experience.
• Microsoft certifications such as Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent practical experience.
• ITIL 4 Foundation certification or demonstrated IT service-management experience.
• Experience supporting Salesforce or Litify, Genesys Cloud, contact-center users, or legal-industry applications.
• Experience in a law firm, healthcare, financial services, or another professional-services environment handling sensitive information.

Responsibilities

• Lead, coach, schedule, and develop Help Desk and support personnel.
• Manage daily ticket queues, workload distribution, staffing coverage, escalations, and service-level performance.
• Establish standards for ticket documentation, prioritization, user communication, escalation, resolution, and closure.
• Monitor support metrics, including ticket volume, response and resolution times, first-contact resolution, backlog, aging, reopened tickets, recurring incidents, and customer satisfaction.
• Handle or coordinate complex technical escalations and high-impact user issues.
• Coordinate employee onboarding, transfers, and offboarding with Human Resources and department leaders, ensuring employees receive configured accounts, devices, applications, permissions, and equipment on time.
• Manage device assignment, recovery, replacement, inventory, warranties, refreshes, and secure retirement.
• Provide technical leadership for Windows desktops and laptops, docking stations, monitors, printers, scanners, mobile devices, conference-room technology, and related peripherals.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Troubleshoot Microsoft Entra ID and Active Directory access, MFA, password, authentication, and user-profile issues.
• Support Citrix/VDI sessions, published applications, profiles, printing, peripherals, and performance issues.
• Troubleshoot Wi-Fi, VPN, DNS, DHCP, TCP/IP, network connectivity, and remote-access issues from the end-user perspective.
• Coordinate advanced Microsoft 365, endpoint, identity, Citrix, infrastructure, and network issues with internal technical resources and approved vendors, including Xtium.
• Recognize and escalate potential P1 and P2 incidents and support the firm’s Major Incident Management process.
• Maintain clear user communications, accurate ticket records, and effective handoffs during outages and escalations.
• Create and maintain Help Desk procedures, troubleshooting guides, knowledge articles, user instructions, and third-party escalation paths.
• Identify recurring issues and work with Infrastructure & Enterprise Applications on permanent solutions.
• Promote self-service and automation for routine support requests.
• Follow and reinforce cybersecurity, privacy, identity-verification, and access-management requirements; immediately escalate suspected phishing, malware, account compromise, data exposure, or other security incidents.
• Manage operational escalations with desktop, hardware, printer, telecom, cloud, and support vendors.
• Assist with endpoint forecasting, lifecycle planning, licensing, support contracts, and budget requirements.

Benefits

• Paid time off (PTO) and eight paid holidays per year.
• Additional birthday holiday.
• Comprehensive benefits package with multiple medical plan options, dental, vision, disability, supplemental coverage, and company-paid life insurance.
• Bereavement leave.
• Hospital leave benefits for qualifying medical situations.
• 401(k) retirement plan with company matching contributions.
• Bonus opportunities.
• Employee wellness and long-term success commitment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed