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Responsibilities:

  • Own the Helpdesk as the main point of contact for client and internal support across IT, Accounting, Contracts, and Events.
  • Solve issues independently where possible and coordinate specialists for more complex problems.
  • Proactively follow up to ensure all requests are fully resolved and no one is left wondering.

Core Activities:

  • Analyze incoming requests to discern true needs versus initial asks.
  • Monitor helpdesk volume, trends, and issue types to identify and report patterns.
  • Escalate stalled items and address problems early before they escalate.

Impact and Values:

  • Deliver on brand promise and core values by ensuring people feel taken care of.
  • Build team trust through accountability and reliable handling of all assigned tasks.
  • Enhance customer experience with thoughtful details like coordinating gifts and maintaining clear communication.

How To Manage A Small Law Firm

We help small law firm owners run better businesses by providing guidance on decisions, systems, and finances. We are a fast-growing, values-driven company with over 500 law firm clients and a team that works hard, laughs a lot, and avoids hiring jerks.

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