Help Desk & Training Manager

Gunster is seeking a full-time Help Desk & Training Manager in its West Palm Beach office. The Help Desk & Training Manager will oversee the firm's technology help desk operations and technology training functions. This individual will be responsible for ensuring attorneys and staff receive timely, high-quality technical support while also developing and delivering training initiatives that enhance technology proficiency across the firm.

Key Responsibilities:

Help Desk Management

• Manage and lead the help desk team, ensuring prompt and effective resolution of technical issues for attorneys and staff.
• Oversee ticketing system operations, workflows, and escalation procedures.
• Coordinate with other IT teams on system upgrades, rollouts, and incident management.
• Develop and maintain a knowledge base of common issues and solutions.
• Develop on-call and after-hours coverage schedules to ensure support availability outside standard business hours..
• Oversee deployment, configuration, and troubleshooting of desktops, laptops, mobile devices, printers, and peripherals firm-wide.
• Provide white-glove technical support for attorneys, partners, and firm leadership, including courtroom, conference room, and remote/hybrid work technology needs.
• Coordinate technology support for depositions, hearings, closings, client meetings, and firm events as needed.
• Ensure remote and traveling attorneys have reliable access to firm systems, VPN, and mobile technology.

Training & Development

• Manage and lead the technology training team.
• Develop and oversee firm-wide training programs on legal technology platforms, software applications, and firm-specific systems.
• Oversee onboarding technology training for new hires, including attorneys, paralegals, and administrative staff, ensuring consistent, effective delivery of training.
• Assess training needs through surveys, feedback, and consultation with department leaders; measure training results and effectiveness.
• Create and maintain training materials for new software rollouts, ongoing training and role-specific training and create user guides, quick reference cards, and e-learning content.
• Coordinate training schedules and delivery formats (in-person, virtual, self-paced) across all firm offices to maximize attendance and effectiveness.

Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, Education, or a related field.
• Minimum of 5+ years of experience in IT support and/or training, with 3+ years in a supervisory or management role.
• Experience working in a law firm or professional services environment strongly preferred
• Proficiency with legal technology platforms such as document management systems (e.g., iManage, NetDocuments), practice management software, and Microsoft 365.
• Familiarity with help desk ticketing systems (e.g., ServiceNow, Freshdesk, Zendesk).
• Experience with learning management systems (LMS) and e-learning development tools.
• Strong leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and projects simultaneously.
• ITIL certification or equivalent training is a plus.

Why Gunster?

At Gunster, Florida's Law Firm for Leaders, excellence in service starts with an investment in our people. Since 1925, we've built a culture rooted in collaboration, servant leadership, and a genuine commitment to our clients and the communities we call home. With more than 340 attorneys and 350 dedicated professional staff across 13 offices statewide, we offer the sophistication of a large firm with a team-first environment where every person matters. Our commitment to our people has earned us consistent recognition by Florida Trend as one of the “Best Companies to Work For in Florida,” and we're proud that our professionals don't just build careers here—they thrive. Learn more at www.gunster.com.

Benefits & Perks

At Gunster, we are committed to supporting the health, well-being, financial security, and professional growth of our employees and their families through a comprehensive benefits package, including:

• Medical, dental, and vision insurance
• Firm-paid life and disability insurance
• A strong wellness program and Employee Assistance Program (EAP)
• Generous paid time off, 10 paid holidays, paid parental leave, and paid community service opportunities
• Tuition reimbursement to support professional development and career growth
• 401(k) plan with employer matching and profit-sharing contributions
• Annual holiday bonuses

Founded in 1925, Gunster is one of Florida's largest and most established full-service law firms, with more than 340 attorneys and 350 dedicated professional staff serving clients from 13 offices statewide. The firm offers sophisticated legal counsel across a wide range of practices and industries, combining deep Florida roots with a collaborative, client-first approach that delivers highly customized service on every matter. Consistently recognized as one of the Best Companies to Work For in Florida, Gunster is committed to fostering a supportive, team-oriented culture where talented professionals can grow and thrive. To learn more, visit www.gunster.com.