IT Service Desk Lead at DK Law - Injury, Accident, and More

Costa Mesa, California, United States -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

80000.0

Posted On

26 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Mentoring, Service Desk Operations, Incident Management, SLA Management, OKR Alignment, Process Development, Identity And Access Management, Microsoft Entra, MFA, SSO, Exchange, Office, Defender, Windows, MacOS

Industry

Law Practice

Description

At DK Law, we don’t just represent our clients. We stand with them—all the way. We’re modern injury and accident attorneys who go all the way for every client, from every background. At the heart of our work is a simple but powerful belief: every client’s experience matters, and we honor it as if it were our own. From the very first call to the final resolution, we approach every case with the mindset that it’s going the distance. That same mindset fuels our workplace culture. We’re a team of purpose-driven professionals who care deeply, move fast, and never lose sight of the human side of what we do. If you're passionate about making an impact, growing with a team that values excellence and empathy, and being part of something bigger, we’d love to meet you. IT Service Desk Lead We are seeking a dynamic and experienced IT Service Desk Lead to oversee and elevate our internal helpdesk operations. This role is critical to driving operational excellence across our IT service desk, ensuring seamless delivery of technical support services in a fast-paced, high-volume environment. The ideal candidate brings strong leadership capabilities, deep hands-on technical expertise, and a service-oriented mindset. You will play a key role in building scalable processes, mentoring a high-performing support team, and ensuring our employees receive reliable, timely, and exceptional IT support What You Will Do Lead, mentor, and develop a team of IT helpdesk professionals to ensure high performance, engagement, and exceptional internal customer service Oversee day-to-day operations of the IT service desk, ensuring timely response and resolution of incidents and service requests Foster a collaborative, service-driven culture within the IT support team Monitor and manage ticket queues, ensuring compliance with SLAs and alignment with OKRs Use performance metrics and reporting to inform decisions and continuously improve service delivery Develop, document, and refine helpdesk processes, systems, and workflows to maximize efficiency and user satisfaction Create and deliver training for end users and technology staff Collaborate closely with Infrastructure, Security, and Networking teams to resolve complex technical issues Promote awareness and adoption of IT services, tools, and policies across the organization Support IT-related facilities operations, including hardware provisioning, office moves, and AV systems Role may include other relevant duties as assigned. What We’re Looking For Highly organized with the ability to manage multiple priorities in a fast-changing environment Proven ability to build and scale processes that improve quality, accountability, and turnaround time Strong knowledge of Identity and Access Management, including user provisioning, MFA, and SSO Advanced experience administering Microsoft products including Exchange, Office, Entra, and Defender Hands-on expertise supporting Windows and macOS environments, including imaging, troubleshooting, and repair Experience with VoIP systems such as RingCentral, Genesys, Five9, or similar platforms Working knowledge of Active Directory, network troubleshooting, and system monitoring tools Strong understanding of ITIL practices, incident management, and helpdesk platforms such as ServiceNow, FreshService, or Zendesk Excellent verbal and written communication skills in US English; multilingual preferred Minimum of 4 years of IT support or helpdesk experience, including at least 2 years in a senior or lead role At least 3 years of experience with Microsoft Entra or a comparable identity management platform Why DK Law? This is a full-time, in-office opportunity at our Costa Mesa HQ, and we’re proud to offer top-tier benefits and a work culture that supports your growth: Firm-paid medical, dental, vision, and life insurance after 60 days 401(k) with 3% company match after 1 year 2 weeks of PTO after 90 days Access to our state-of-the-art on-site gym Career pathing and development opportunities A passionate, driven team that actually enjoys working together Schedule Monday – Friday 8-hour shift 100% in-office Ready to Apply? If you’re looking for a workplace where you’re valued, supported, and given the tools to succeed, apply now and take the first step toward building your career with DK Law. Equal Opportunity Employer Statement The Company is an equal opportunity employer and considers all qualified applicants without regard to any characteristic protected under applicable federal, state, and/or local law or ordinance, including, without limitation, race, color, religion, creed, sex, gender, gender identity, gender expression, pregnancy, childbirth, breastfeeding or related medical conditions, marital status, registered domestic partner status, family-care status, veteran status, military status, age, national origin or ancestry, physical or mental disability, medical condition, genetic information, or sexual orientation. Closing Statement We’re excited to grow our team and are handling all hiring in-house. To be considered for this position, please apply directly through Indeed, LinkedIn, or our official company website. All updates, contact, or communication should come straight from our internal recruiting team.

Responsibilities

The IT Service Desk Lead will be responsible for leading, mentoring, and developing the helpdesk team to ensure high performance and exceptional internal customer service. This role oversees daily operations, manages ticket queues to meet SLAs, and refines helpdesk processes for efficiency and user satisfaction.