Job Description

Company Overview

Since 1988, Rubenstein Law has been a trusted advocate for personal injury victims, growing into a nationally recognized firm with more than 60 attorneys and 400 professionals. Known for securing billions of dollars for clients, the firm handles a wide range of cases, including auto accidents, catastrophic injuries, medical malpractice, and mass tort litigation. Rubenstein Law is committed to delivering exceptional client care while continuing to expand nationwide.

Job Summary

The Manager, Help Desk & End User Services is responsible for leading day-to-day IT support and improving the employee technology experience across Rubenstein Law. This role manages the Help Desk team, owns ticket operations and escalations, coordinates employee onboarding and offboarding, and ensures users receive timely, consistent, and professional support.

This is a hands-on management position. The ideal candidate combines strong people leadership with broad technical experience supporting Windows endpoints, Microsoft 365, Microsoft Entra ID, Citrix/VDI, printers and peripherals, mobile devices, remote access, office connectivity, and business applications. The Manager will personally assist with complex issues when needed and will work closely with internal technical teams and third-party support providers.

This position reports to the Director, Infrastructure & Enterprise Applications. It is an in-office position at Rubenstein Law’s Miami/Dadeland office.

Responsibilities and Duties

• Lead, coach, schedule, and develop Help Desk and support personnel.
• Own 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 ticket volume, first-response time, resolution time, first-contact resolution, backlog, aging, reopened tickets, recurring incidents, and customer satisfaction.
• Personally handle or coordinate complex technical escalations and high-impact user issues.
• Coordinate employee onboarding, transfers, and offboarding with Human Resources and department leaders.
• Ensure new employees receive configured accounts, devices, applications, permissions, and equipment on time.
• Manage device assignment, recovery, replacement, inventory, warranty, refresh, and secure retirement activities.
• 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 the firm’s cybersecurity, privacy, identity-verification, and access-management requirements.
• Escalate suspected phishing, malware, account compromise, data exposure, or other security incidents immediately.
• Manage operational escalations with desktop, hardware, printer, telecom, cloud, and support vendors.
• Assist with endpoint forecasting, lifecycle planning, licensing, support contracts, and budget requirements.

Qualifications and Skills

• 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.
• Experience managing third-party support escalations and working with managed service providers is strongly preferred.
• 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.

Preferred Qualifications

• 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.

Benefits

• Paid Time Off (PTO) plus 8 paid holidays a year
• Additional birthday holiday
• Comprehensive benefits package including multiple medical plan options, dental, vision, disability, supplemental coverage, and company-paid life insurance
• Bereavement leave to support employees and their families during difficult times
• Hospital leave benefits for qualifying medical situations
• 401(k) retirement plan with company matching contributions
• Bonus opportunities
• Commitment to employee wellness and long-term success